One of the most important things you focus on in your store is customer service. It is extremely important to your store that you always focus on this 24/7. Customer service brings your consumers into the store and makes them repeat customers. So, this week’s marketing tip will focus on 4 tips on customer service that you must always remember.
Handling Complaints – What store doesn’t get them? Pretty much all stores get complaints. However, you’re going to get them and the best thing is to learn from them and move on. Learn how to handle complaints and be proactive about it.
Don’t react in a way that will scare consumers off. Already have a strategy implemented in your store so you and your employees know how to handle these types of situations. Don’t forget to apologize sincerely, let them know you will handle the problem and maybe even offer them a store discount. Let them know you’re appreciative that they brought that to your attention and learn from it.
Personable –Don’t treat all customers the same. Treat customers as people, since not all customers are the same. Whether you are interacting with customers face-to-face, on the telephone or email, your interaction should be personable. Let customers know that you’re acknowledging them. Add a personal touch with quick responses, attention to their problem and letting them know you understand.
Lead Your Customers –Have you ever gotten frustrated because you’ve needed help with something and you were directed in the wrong direction or bounced around from department to department? Yes, again, it happens to all of us. Therefore, you and your employees need to know where to direct your customers in all situations. Whether they have a problem or just a simple question, know exactly who can answer the question, if not yourself. So many times, consumers have questions about a product or service and they ask someone and are directed to someone who knows, only then to be turned around to someone else. It’s very frustrating. Therefore, all of your employees and you should know how to handle each question or know who to direct them to. If they don’t, they should find out quick.
Feedback – In order to run your store properly, you must have feedback. How do you know what your customers want or are unsatisfied with if you don’t ask? You won’t! Therefore, ask! Ask your customers, include feedback cards by the cash register or send feedback cards through email for customers to answer. Offer them incentives on answering, like store discount or a free sample or a product in your store.
Customer service is extremely important in you store. It is what brings customers into stores and what keeps them coming back. So, when laying out what will be in your marketing plan, always include customer service. It is the foundation of any store.
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