Customer service is something that tops the wish-list of every customer and yet is often overlooked. Every shopper aspires to be attended to and no retailer wants to offer poor customer service. But still this is something that happens frequently.
Customers often complaint that retail shopping is at times too much of a trouble. They cannot find the items that they are searching for and there are no helpful associates when you really need someone.
But customer service is of pivotal importance for your business. A great customer service does not only attract more customers but it also helps to enhance the number of loyal customers for your business. On the other hand, if you fail to attend your customers in a desirable way then you will lose valuable consumers who could have made a difference to your business.
Therefore, customer service can make or break your business. So if you want to rejuvenate the customer service in your retail outlet then here are some tips that will help you to know exactly what your customers want and what the areas that you need to work on are.
Create a Customer Advisory Board – This board will meet with you once in every month or quarter to discuss your current as well as your future plans. They are just like the company board of directors who meet every month or every quarter for a discourse on the operation of the business and deciding its future courses of actions. For analysing the situation in the best way, try to form a group with people from different generations.
Arrange for Customer Comment Cards – Try to present “How Was Your Experience” cards on your help desk, your service or cash counter as well as on the website for the customers to fill up. These are great for customers who have a lot to share but cannot afford to do so because of the lack of time to stop and give their opinion.
Ask Your Team – For the retail outlet, the store associate feedback happens to be of primary significance. That is why you should ask your team to let you know on what they are hearing from the consumers on the sales floor. Provide each of them with a notebook and ask them to fill it up with what the customers are talking about. You can then discuss all the comments when you are executing a store meeting.
Implement Exit Interviews – Stand near the shop door and politely stop the customers as they are leaving and ask them whether they found what they were looking for. Through the exit interviews, you will know the kind of product that is in high demand and needs to be there in your store. Not only that, you will also get a chance to save your business if you already have the product but the customer still could not find it.
The above are some of the things that you can try for refreshing the customer service of your retail outlet. The first and foremost thing that the most reputed retail stores like Super99 ensure is that the customers get the most superior customer service so that all their needs are catered to and they get whatever they are looking for.
Stories by Derek Alam