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The Truth about Customer Service

Written by: Jenn Johnson
Without a doubt, customer service is a big deal. It can make or break a business. Bad customer service can result in the customer never returning and encouraging their friends and family to never visit the establishment. Good customer service can result to them returning again and again all while bragging to everyone about the experience they had at the establishment.

Check out a few of these customer service facts:

  • Research found that 35% of shoppers have had an extraordinary retail experience in the past six months. However, in order to achieve that goal, retailers must deliver on as many as 10 different elements of the stopping experience such as friendly greetings, willingness to go out of their way to help the customer and connecting with the customer on a personal level.
  • It is 6 -7 times more costly to attract a new customer than it is to retain an existing customer
  • 89% of consumers have stopped doing business with a company after experiencing poor customer service
  • A customer is four times more likely to buy from a competitor if the problem is service related vs. price or product related
  • It takes 12 positive customer experiences to make up for one negative experience

There are many ways to create a good customer service atmosphere among your employees. Each company has their own method of spreading customer service cheer. Nordstrom encourages their employees to make their customers fall in love with them. Brickhouse Tavern and Tap encourages their employees to provided noticeably different (better) service. Google encourages the employees to focus on the user and all else will follow.

Does your business focus on good customer service? It is never too late to begin and it is never too late to improve the customer service aspects of your establishment. Check out these five major areas that contribute to a great shopping experience.

  1. Engagement: Be polite and sincere. Genuinely care about the situation and be a problem solver.
  2. Executional Excellence: Patiently explain and advise, all while smiling.
  3. Brand Experience: Exciting store design and clean atmosphere will add value to product quality.
  4. Expediting: Be sensitive to customer’s time and agenda. Minimize the amount of time the customer waits.
  5. Problem Recovery: Aid in solving problems and compensate for the issue created.

Be certain to always put your best foot forward and lead by example! Be a customer service superstar & increase those sales one happy customer at a time!

Articles to reference:

The Elements of a Great Shopping Experience

Where Did We Lose the WOW in Retail?

18 Interesting State to get You Rethinking Your Customer Service Process


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