"Courtesy is king. All customers should be treated in a courteous manner at all times. This may sound obvious, but we've all experienced the rude salesperson who snaps or loses their patience quickly. There is no excuse for being rude to a customer, even an irate one." http://www.allbusiness.com/sales/customer-service/4113438-1.html
Since I introduced this blogsite on Customer Service Etiquette, I have been discussing this topic with a number of people. They all have stories to tell on good or bad experiences of sales associates, usually bad. I am going to also become advocate for the sales associates in another posting, because I have been on both sides of this fence many times. But, first, I will champion for the customer!
Courtesy! There seems to be a shortage of this in just about every situation in life that people are involved. Everyone that drives experiences the driver who will not let them into the next lane, or a shopper who quickly heads into the check out line with their 3 baskets of merchandise and you are standing there about to get in the line...and you are holding one item. A little courtesy goes along way in affecting a person's attitude, either in a negative way or positive. "Do unto others as you would have them do unto you" is very much at work in the showing courtesy. So, courtesy... being polite, friendly, helpful, shows the customer they are important, to your business! A customer that feels important, will feel that the company appreciates their business=good attitude=positive shopping experience=more sales for the company!
Now, most individuals that are hired, say as sales associates of a retail store, do not know these facts, that is where the customer service training comes in. I worked for a number of retail establishments through the years, and the priority was customer service excellence, first and foremost. Without the customer, there are no sales, without the sales you have no job! Simple to understand, right? Well, obviously not considering how many complaints are posted just on the Internet alone about bad service. I first find fault in the company and their hiring methods. Many companies today are just trying to put a body in a spot...to fill it. If they move and breathe, they can be hired, and throw them out to the public. The second fault, is not enough training of the new hires, or maybe none at all, learn as you go! So many times we have dealt with sales people, asking questions (if you can find one) and the answers are, "I don't know how", "I don't know where", "I'll do that right away" (and you never see them again!). These comments show not only a lack of training by the company, but also a lack of maturity in the individual...which again points to the company's hiring methods.
I have had few unhappy customers in all my years of working retail. Why? Because I was well trained, I knew the customer was my paycheck, good or bad! The following is my simple list of how to treat a customer, any customer, (I'll go into the problem customer situations in another post).
1. Greet the customer, as many as you can, with a smile, good morning etc., some type of welcoming greeting.
2. Make yourself available, "Can I help you find something?" If the answer is no, still offer your assistance if they should need it, or check back after a proper amount of time to see if they are finding what they need. I know there are stores that expect you to "hound" them to the point of harassing them, sorry businesses, that is a wrong, wrong, approach! You can hound them right out of your store and into another company, giving them the business!
3. Don't be so busy with your tasks that you can't or don't take the time for the customer. I know the work load can be huge in retail, but don't forget the ones who you are doing all that work for...the customer.
4. If you can't help a customer, answer their question, find an item they need...then find someone who can! Your job isn't done unless you have satisfied that customer to the best of your ability.
5. When the customer has completed shopping, and hopefully their experience has been a good one in your store, be sure to thank them for coming, say, "Have a nice day!", or something similar. Let them know you appreciate their business.
Being attentive to the needs of a customer, kindness...these things speak volumes to a customer. They will draw that customer back to your store or business. Not only that, the positive "word of mouth" comments given about your store and hopefully about your sales people, will bring in other shoppers/customers as well. Increase. So, showing courtesy is not hard and the benefits for all involved are many.
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