When it's properly executed, a customer seeking help will not only feel that she or he has been treated well but will be more favorably disposed towards buying products and/or services from your business. Use the following tips for better customer service to educate your staff and evaluate their customer service performance:
1) Be available in a timely manner
The minute a customer enters your store, the first way that you can make him/her feel valued is by acknowledging his/her presence as soon as possible. If your work involves being away from the floor, such as working in a stockroom or workshop area, you need to have some system that alerts you when a customer enters so you can attend to him/her.
2) Greet the customer in a friendly but appropriate way
Make eye contact, smile and say something like "Hello. How may I help you today?", then allow the customer to respond.
3) Appear eager to help
While it is nice for your employees to be helpful, customers won't like it if they're continually trailed about the premises or are interrupted every two minutes asking them how they're doing.
4) Help the customer by directly addressing the customer's request/solving the customer's problem.
• Actively listening to the customer
Show that you're actively listening to the customer by making eye contact, nodding, or even jotting down a note. Ask clarifying questions when the customer is finished speaking if necessary to get more details that will help you to solve their problem. Do not interrupt a customer when he or she is speaking.
• Showing a knowledge of the business's product and/or services
Be sure that you and your staff know your products and services inside out. Be sure that all your staff know the difference between showing their knowledge from showing off. Customers do not come in to hear lectures about particular products or services. For good customer service, tell customers what they want to know, not everything you know about it.
• Showing a knowledge of related products and/or services
Customers commonly compare products and/or services, so you and your staff need to be able to do this. You also need to be aware of any accessories or parts related to your products so you can tell customers where they can get them if you don't supply them.
• Being able to offer pertinent advice
Customers often have questions that aren't directly about your products or services but are related to them. The answer you give or aren't able to give, can be a big influence on buying decisions and how the customer feels about your customer service.
5) Be cheerful, courteous and respectful throughout the customer service interaction
6) Close the customer service interaction appropriately
You should finish helping a customer by actively suggesting a next step. If he or she is ready to make a purchase at this point, escort the customer to the checkout where you or someone else will go through the payment procedure with the customer. If the customer is not ready to buy at this point, your suggested next step might be a further invitation to engage with the merchandise or service such as, "Is there anything else I can help you with?", "Would you like a brochure?", or "Would you like to try that on?" You should never just say something such as, "Here you go" or "Okay, then" and move on.
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