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Passionate About Customer Service

By Jed McCall

Republish: EasyPublish™
Published: 01Oct2009
Word count: 607
Viewed: 135 time(s)

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If we were passionate about Customer Service and proud of it, we would see a completely different picture in retail today. If we could move more retail managers into the passionate mindset, what a noticable difference customers would see. More of them would be treated as they should be, after all we expect consumers to part with their hard earned and over taxed pounds, certainly they could expect a certain level of customer service in return, is this not how it should be?

Why is poor to insignificant customer service normal? Would it not be simple and certainly more constructive to exceed customer service standards? Why do retail owner/managers tolerate the destruction of their company name and customer base? Is it the employment process, is it because great people are hard to find? This may be the case but it is not 'mission impossible'. Try these tips and expect to maintain a much improved level of customer service:

1. When you take staff on, employ people who smile naturally and make eye contact. Not to difficult this one.

2. Another easy one, only hire people who are tidy and presentable, they take a pride in their appearance. It follows they will also take a pride in their place of work.

3. Listen carefully during the interview - you only want people who speak clearly and can be understood.

4. Take on people who are comfortable selling your company's products and services. When you are interviewing them, hand them one of your products and ask them to sell it to you, or at least show enthusiasm in the product.

5. Start training the new employee immediately, they need to be competent in your environment and understand exactly what you want from them. You will need to be clear on what you expect from your employee and be able to train this in successfully, to meet the needs of your business.

If you can't do this stop hiring now, give the task to someone else while you re-evaluate and examine your own 'training needs.'

6. Observe and listen to your new employee as they deal with your customers - you must do this. Do not delegate this task.

7. Remember to recognise and praise what has been done well. Remember also to mentor and coach on what was not done so well.

8. Watch, listen and praise again straight away if you are happy they are looking after your customers correctly. Keep this up for the remainder of their career with you, ensure you provide future training and development opportunities.

9. If your customers are not being looked after as they should be - you and the unsuitable employee will part company. If you don't have a policy of zero tolerance for unacceptable performance criteria, put one in place now, re-visit your probationary periods for new starters. Don't be upset when you have to fire someone. Your first duty is to protect your business, customers, and also your good and reliable employees, who will no longer have to carry any non-performers either.

10. Follow through on any customers who have had to endure the bad experiences of dealing with the unacceptable staff member. Do everything possible to rectify this damage - this is important - you must do this.

Your hiring and review practices form the begining of recruiting and maintaining excellent staff. To continue with excellent customer service you must retain excellent employees.

Fact - From the latest selection of research: Companies that undertook training on a regular basis, posted shareholder returns eighty six percent higher than firms that didn't increase training, and fourty five percent higher than the market average. Food for thought!

Good Luck.

Retail professional with a keen interest in assisting the development of independant business, by encouraging the right people into the industry. Are you a manager, owner or interested employee, looking for more information on the retail environment to obtain some important knowledge and information visit this link. http://www.how2retail.co.uk

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