Customers are the bread and butter of any business. They are the reason that you go to work every day. However, many have noticed that in today’s society, the customer and employee relation is lacking. Employees don’t treat patrons with the same respect that they did years ago. Many say poor customer service will make or break a business. So, with that in mind, here are five things that need to be present in any customer experience.
1. An Introductory Greeting
When welcoming any customer, an employee should always approach them with a salutation like “good morning” or “good evening.” At the very least, some sort of pleasantry should be made. If a cashier/staff member ignores the customer, they won’t feel good vibes from the business. As the old saying goes, you’ll get more flies with honey.
2. Great Communication
Whether the introduction is at the end of their business experience or the beginning, a customer should always be asked if they found everything okay. Perhaps, they needed something from a top shelf and couldn’t get the help they needed. Maybe they need another service, or they have a question. Asking if there is any other assistance that can be provided is key to enhancing the customer experience. Communicate with the patron and make sure that they are utilizing all the services they need from your business.
Courtesy is one thing that seems to be lacking in today’s workforce. Customers should always be greeted with a smile. Small talk, in appropriate measures, is a good thing. Make the customer feel important and not like a number. Whether doing carpet cleaning or helping them with grocery shopping, make them feel like you are happy to see them.
It’s hard to have patience with some people. The customer relation theory always has been that the customers are always right. While most people know that isn’t true, some like to think it is. Remember to have patience and hear what they are saying. Don’t rush them through their sentences and try to move on to the next patron. You want to make the concerns they have important. The elderly tend to be a target for the impatient crowd. Remember, the whole world doesn’t move swiftly. Some people actually slow down and enjoy life.
5. An Invitation to Return
Lastly, a customer should always be told to come again. The conversation or transaction should always end with an invitation to come back. Tell them to have a nice day and encourage them to let your company be of any assistance in the future.
Good customer service skills should come naturally. However, when employees don’t have the knack, then it must be taught to them. You can learn business skills through online MBA programs, but awareness of others’ needs can go a long way on its own. By following these steps, your customer service ratings will increase, and so will your customers’ attitudes about your establishment.