Learning from examples of positive customer service can help you provide a better customer service experience in your store – something essential for retail business success. In fact, according to Shopify research, 58% of consumers say that previous excellent customer service has influenced their purchasing decision.
1. Add a Personal Touch
The advantage of local businesses is that you can provide personalized service that surpasses what giants in e-commerce like Amazon offer. Customer service is an opportunity to add a human touch to your business. Offer personalization in your work.
2. Be Transparent and Educate Customers
Providing education about the products you sell can also help you promote other products or increase sales of existing ones. You can use the “FAB” formula for best results. You can also be transparent about how products are made and their benefits.
3. Respond Quickly to All Customer Feedback
Responding to both positive and negative feedback quickly shows that you listen to customers and value their opinions, regardless of whether they are positive or negative. You can also provide quick support to customers when they encounter problems or need a resolution.
4. Use Innovative and Unexpected Return Policies
If a customer places an online order and decides they don’t like it or it doesn’t fit, you can recommend they give it to a friend or family member and offer them a new product of the same value. This method can be unique and likely to lead to spreading the customer experience.
5. Find an Alternative Solution When Out of Stock
If a customer is shopping in-store or online and encounters a product that is out of stock, you can suggest a similar alternative or contact the supplier to check on product availability. You can also return to the supplier and inform them of the issue.
6. Build Relationships with Local Shoppers
You are more likely to remember the cashier who starts a conversation with you rather than the store employees who don’t speak. Finding common ground with shoppers is a great way to build relationships and provide a memorable experience.
7. Remember and Reward Repeat Customers
Add a touch of surprise and delight by remembering and rewarding repeat customers. You can do this by informing repeat customers that you appreciate their support.
8. Proactively Address Online Store Shipping Issues
Online businesses sometimes face shipping and delivery issues. You should track customer orders carefully and ensure that the package arrives on time and in good condition. If something goes wrong, you should contact the customer immediately to rectify the situation.
9. Offer “Try Before You Buy” for Online Shoppers
If you’re able to manage logistics, allowing customers to try products at home before purchasing is a great way to build relationships with them.
10. Improve In-Store Greeting
Excellent customer service starts the moment potential customers enter the store. You can design a unique greeting in-store to leave a strong impression.
11. Send a Handwritten Thank You Note
Sending handwritten thank you notes is not just a nice gesture, but an effective way to stand out from other retailers. It can be a memorable experience.
12. Unify Customer Service Across All Channels
To build lasting relationships with customers, it is essential to provide a consistent customer service experience across email, phone, live chat, social media, your website, and your store.
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