Retail Customer Service

By:NiteshPushprajJai prakashAditi

Customer service should be given utmost attention, its a company's rise or down fall. Give your customer a service that is highly personalize and let them feel that they are valuable to you. After all, you will not be in that business without them.

Customer Retail Service

Customer service can be used as a framework to look at all aspects of your business:

▫Image and presentation▫Promotion of services▫Contact and communication with customers▫Service delivery▫Monitoring and improving services▫Resolving customer problems▫Customer relationship management

• Key to customer service is getting all members of your organisation to embrace it through training and development, at individual and team level. Creating a culture of customer satisfaction starts with effective management and leadership and having clear measures for customer satisfaction in all aspects of the business.

• This can be encouraged through:▫Benchmarking your activities against other

organisations▫Creating and monitoring specific measures of

customer satisfaction

Presentation By: Vinay Shekhar

5

5 Key Elements Of “Excellent Customer Servicer in Retail”

Approach

Probe

Deliver

Resolve

“The Right Approach”

When to Approach ?

How to Approach ?

Right Attitude

When to Approach

1)When customer is not able to find something on his own.2)When customer is trying to compare two or more items.3)Approach when you think you have an opportunity to show them latest merchandise of same quality.

When NOT to approachFirst thing first!! Let’s understand when you should not approach .

a)Do not approach the customer immediately after they enter into the Store.b)Do not approach when they are busy trying out merchandise or discussing something about it with the person they walked in.c)Give them Ample time to look around and find stuff they are looking for.d)Do not approach customer when they are talking/browsing on their mobile phone.

How to Approach

Greet with a smile!! “Its not only important, Its “Mandatory”.

Approach Customers with a personalized warm welcome.

Make sure you create a unique and meaningful experience.

How to Approach

Acknowledge when prospects/customers look at you.

After the approach if their concern is related to other department or person, facilitate.

Do not redirect them to other person. Call the executive to help.

Customers feel special if you know them by their names

How to approach.“Right Attitude”

“I am going to close a sale” “I am going to help the shopper to make an Informed Decision.”

“People who walk in here are just another shoppers”

“People who walk in to this store Should be on CENTER STAGE”

“I only care about Merchandise related information”

“I care not only about merchandise but human behavior their feelings, understandings and perception”

“I work as a representative for this store”

“I am into human relationship Profession ”

Probe.

• Always ask

• Try to

• Always use

• Key to probe is

Politeness Simplified Language

Positively phrased

questions

Adapt customer’s

style

Listen actively to plan your actions to resolve issues, concern and requirements.

If you cannot understand the problem seek for help immediately.

Try to resolve a problem completely.

Fact:70% of buying experiences are based on how Customer feels they are being treated.Source : McKinsey

Resolve

If the cases are of exchange or money back, handle such cases calmly. Tell them about the options they have in such cases.

Discreetly tell shoppers about payment methods they can go for if they have budget constraints.

EXAMPLE OF VERY POOR CUSTOMER SERVICE

Make sure customers receive everything they’ve paid for before they leave your store .Double check merchandise for following things before bagging :

• Faulty/Display Piece • Manufacturing defect• Exact color chosen by shopper• Accurate size• Correct Model Number

Deliver

Thank you!!