With everything moving at the speed of business, where the bottom line is king and sales trump salesmanship, there lies the lost art of customer service. It’s something rarely taught in “B” school and it can make or break a company.
Before a customer whips out his or her credit card to buy, they have to whip up some level of enthusiasm for the purchase. That enthusiasm comes from the customer service they experienced at the counter or sales desk. If your sales are sinking like a brick, try these six customer service tips to buoy up that bottom line.
Show some pearly whites. Present a pleasant demeanor. It’s so basic, but many salespeople simply don’t take the time to move their facial muscles to produce a smile. Imagine how you would like to be greeted.
Show some interest. Listen to what the customer is saying. Don’t just nod dispassionately like you’re listening to your aunt Gertrude’s toenail problem. Hear what your customer is saying. Let them unwind and unload—even if there’s a long line of customers behind them. It’s valuable feedback and can come in handy later.
Show some respect. Granted, not every customer will be nice. Some may even be downright abusive. But keep in mind that you’re a professional. It’s your job to be both respectful and polite. Once again, imagine how you would like to be treated.
Show some empathy. Put yourself in the customer’s shoes. They bought this widget and it doesn’t work, it fell apart, or a part was missing. They want their money back, they want a new widget, they want you to empathize with them. They want you to “understand” where they’re coming form. As a customer, what would you do? Be cheerful and happy about it? Or prepare for a confrontation with the salesperson? I’ve had to return some products, especially after Christmas. I didn’t enjoy standing in those long “return” lines, but when I got to the counter, a smile and a sympathetic attitude made all the difference—between never shopping there again or coming back to buy more.
Show up for training. You need it. Every company, every store has a different customer service policy. You should have the key points memorized. Like when you can exchange an item. Or how long before you can no longer take back an item. Making a customer wait at the counter after he or she has spent half an hour in line won’t inspire them to come back to your store.
Show results. Giving a customer lip service or just nodding your head with no follow up can lose a customer for life. Nothing says you listened and care like a timely response to a customer’s concerns. This is especially true in service industries—like banking, insurance, and car leasing. Return those phone calls and emails—preferably within 24 hours. Give the customer progress reports if you can’t quickly solve their problem.
Customer service is the one thing you can’t put a price on. But it’s the only thing that makes the product worth the price.
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