Customer Service - Full Circle? - By: Jed McCall

Try to think back to a time when customer service meant exactly that, serving the customer. Now that everyone, Convenience Stores, Petrol Forecourts, Banks and all and sundry, have moved to self service or hardly any service, it is time for those amongst us who actually want to serve the customer, because we fully understand the importance of this, to stand out from the crowd.

You have probably tried many tactics to gain ground against your competitors, now try this one: Be nice, respectful, speak politely, actually interact with your customers, as this is so rare now-a-days, that this level of customer service in itself will create a wow factor.

Think back and consider when customer service meant serving the customer, not just standing or leaning there like a waxworks dummy and, heaven forbid that a customer might ask a question or require some information. Hoping that not even a smile will be needed as the money changes hands at the cash point.

Let me point out right now that none of this is in any way meant to be disrespectful to providers of good customer service, those who do it well and serve their customers with courtesy and respect, a big thank you and keep it up. This level of customer service will set you apart.

Some tips that will allow you to stand out from the crowd and bring your customer service full circle.

- Smile and greet your customer, if you know their name use it.

- If the customer is known to you ask after their little dog, sick husband etc.

- Pay attention to the customer, if you notice a new or different hair cut, jacket, dress etc., comment favourably.

- Tell them about their favourite product that has just come into stock.

- While the payment is taking place, remain focused and remember to ask if anything else is required, you could suggest (up-sell) a product to compliment what has just been purchased.

- If cash is used to make the purchase, give the change correctly,coins first and do not throw it at the customer or drop it on the counter.

- Handle the goods with care and respect the customers purchase.

- Politely hand over the purhcase and thank the customer for visiting the store, make a point of telling them you look forward to seeing them again.

This is how customers were served in the early 1900's through to 1970's. If you can take on board the suggestions above you will set yourself ahead of most retailers. Travel full circle with your customer service, make a difference to your business profitability, make a difference to your customers experiences in your store, make a difference to the job satisfaction enjoyed by your staff.

About the Author

Retail professional with experience in convenience retail, petrol forecourts, training and development. What has always made the difference to success and profitability is to excel in customer service. Some ideas from an old hand. http://www.how2retail.com

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