Always nice to be published and here is a piece I submittted to Letters to the Editor to The Nelson Mail. It was in response to a coup
le of earlier letters as to the state of Customer Service in Nelson. As always your comments are welcomed.
All is not lost with Customer Service (Judy Crowe Mailbox 4 Nov) and there is hope for those that fail to exceed their customers expectations. We can already see our retailers slashing prices and having summer sales. As we enter Christmas retailing here are some simple solutions to give a better customer experience.
Invest in your staff. Provide training and set expectations. Give feedback and opportunities to really enjoy the role.
Get a copy of the Kiwihost Customer Service survey. The key demands of consumers can be understood. 1. Listen and understand the customers needs, 2, Take responsibility, and most importantly 3. Show a willingness to help.
Don’t just process the customer. I have had too many shop assistants do this by asking “Are you happy just browsing? “No, I would like to spend”, should be the reply. The other favourite is HiHowareyouCanIhelpyou! This should not be spoken as though it is one word, nor does it exceed expectations.
The term “Buddy” and “Mate” should be saved for those people who actually are, not those people you have just met in your store.
Remember that 100% of your profits will come from your customers.
