Achieving Customer- Focused Service Achieving Customer- Focused Service.
Deliver Service to Customers - TAFE NSW...Customer service is about building rapport with people who...
Transcript of Deliver Service to Customers - TAFE NSW...Customer service is about building rapport with people who...
Deliver Service to Customers
What is Customer Service? Customer service is about building rapport with people who enter the store. It involves helping the customer to satisfy their needs and wants and includes all aspects of the store: the physical environment, personal interaction between customer and staff, the goods and services provided.
What is Customer Service?
Customer service may not finish at the end of a sale, you may need to continue with follow up communication i.e. a phone call to check arrival of goods. Good customer service is what makes your store stand out from the rest
Factors Customers Expect in Good Service
Good Customer Service Includes Factors Which Upset Customers
• Individualised attention • Inefficiency
• Price • No service
• Quality • Long delays
• Product knowledge • Lack of product knowledge
• Presentation • Wrong approach used
• Polite and courteous service • Lack of staff
• Efficiency • Unfriendly/arrogant sales people
• Consistency • Incorrect assumptions made
Benefits of Good Service Successful businesses rely on good
service. In an increasingly competetive market providing good service will attract customers.
Good service increases the good will of a business resulting in increased sales and profits.
Repeat business and customer loyalty should be promoted.
Farewelling Customers All customers who leave your store should be given an appropriate farewell. This results in those customers who have spent money leaving the store feeling positive about their purchasing experience and customers who may have browsed or made inquiries feel they are treated equally and look forward to using your stores services in the future.
Types of Communication
Communication skills are one of the areas of most importance to the retail employee.
Verbal Communication: in a florist shop is usually face to face or over the phone. When communicating with customers verbally you should speak clearly, use appropriate tone and volume, and use language that is simple and to the point.
Types of Communication
Non-Verbal Communication is demonstrated through facial expressions, eye contact, tone of voice, body language, gestures and personal appearance. Non-verbal cues account for 55% of a conversation. Smiling, good posture and maintaining eye contact indicates to a customer that you are interested being open and honest.
Types of Communication
Written Communication: is used widely in the florist shop. All written communication should be clear, legible and accurate so it can be understood by the receiver of the information
Establishing Customers Needs and Expectations
Once you have a rapport with your customers the next step is to establish “what are their needs and wants?”.
Good communication through the use of, effective questioning, active listening and positive body language skills, will help the retail employee source this information.
Effective questioning demonstrates to the customer that you are interested and care about their needs.
Establishing Customers Needs and Expectations
Open questions help you to find out more information from the customer whilst closed questions are used to gather specific information and usually require a one word answer. Reflective questions are used to clarify what the customer has said and to ensure the message was understood. Remember: • Open questions gather information • Closed questions get the sale • Reflective questions clarify information
Establishing Customers Needs and Expectations
Active Listening: and good questioning techniques complement each other.
When you are not listening properly and taking in all the information offered by your customer your use of communication will be broken.
References
• http://hsc.csu.edu.au/retail/compulsory/240/interact/3823/customer_preferences.htm
• First Steps in a Retail Career by Mark Wrice