Each of us has probably heard the saying that the customer is always right. This is the principle that has shaped the consumer market, where sellers must compete with each other for buyers' attention, but anyone working in the service sector knows that the reality is often different. However, it cannot be denied that running a store, both stationary and online, makes no sense without customers willing to take advantage of its offer. The golden solution in this situation may be to replace the old rule with a new one: the customer always deserves our attention and respect. Introducing good customer service practices into your business is an effective way to build brand recognition and expand the group of regular customers. So what principles are worth following?
Customer service – rules worth knowing
Customer service is a concept that includes many principles and practices that we can apply depending on the type of business and the effect we want. Importantly, it is equally important in the case of stationary and online stores, although, of course, due to the specificity of the business in both cases, we should pay attention to slightly different aspects. For this reason, we have divided the rules listed below into these two groups: customer service rules in online and stationary stores.
5 rules of customer service in a stationary store
- The customer should feel welcome
Smiling is a universal message that allows you to build positive relationships. That's why it is one of the key elements of customer service. A customer, especially if he or she is visiting your store for the first time, may feel uncomfortable and have difficulty finding the goods he or she is looking for, so make sure to greet him or her politely and offer help.
- Presentation matters
Customers attach great importance to the appearance of the store and the way the offered goods are presented. In addition, clutter not only looks unsightly, but can also make shopping difficult or even lead to accidents. Make sure that all products are in their place, display the most attractive ones and, above all, keep the surroundings clean and tidy.
- The seller must know the offer well
If you are unable to answer questions about the products you offer, you will quickly lose credibility in the eyes of customers. You also need to know the location of individual categories of goods in the store so that you can easily show the way to them.
- Be available
Customer service is not only about checking out purchased goods, but also about answering questions and giving advice. When you see someone having difficulty finding a product or looking around for a store employee, stop what they are doing and offer help. A customer coming to your store is your guest, so he deserves your full attention.
- Focus on the customer's needs
When advising on the choice of a given product or offering additional goods, do not impose on the customer what you want to sell, but focus on what he may actually need. Suggest items from the same product category or present current promotions.
5 rules of customer service in an online store
- Make shopping convenient
An online store should be built in such a way that its use is intuitive and simple. Divide products into thematic categories and provide a search option. Customers will also appreciate the ability to add products they are interested in to the cart and the availability of various secure online payment and delivery options.
- Provide a way to contact you
When selling online, you lose the opportunity to talk directly to the customer while shopping. However, this does not mean that he does not have questions about the offer. The ability to contact you is therefore absolutely essential. Add a contact form on the website, but also consider using chat or contact via social media.
- Quick and factual answers
Customers value online shopping primarily for its speed. So they won't wait forever for your answer. The faster you answer their questions, the greater the chance that they will not change their mind and go to a competing store. However, it is not only the speed of the response that counts, but also its content - all messages should be polite, professional and provide specific information.
- Transparent rules
The more information you provide to your customers about product availability, order processing times, purchase and payment methods, delivery times and returns policy before shopping, the better. This way you will avoid misunderstandings and your customers will know what to expect.
- Reduce the distance
Tools such as newsletters and company social media profiles help build relationships with customers online. However, add-ons to orders also work great: promotional codes, leaflets promoting new products, free gadgets and samples, or even a personalized card thanking you for the purchase and inviting you to use the offer again.
Why is in-store customer service so important?
The quality of customer service largely determines how your store is perceived. Unpleasant shopping experiences can effectively discourage you from returning, and in addition, information about them will quickly spread around the area and on the Internet, ruining your opinion also in the eyes of potential customers. This is true regardless of the industry and type of activity, but the consequences may be particularly severe for stores operating in sectors with high competition, for example sales and distribution of food products. When the products you offer can also be easily found in other stores, it is up to you to convince consumers that your offer is worth choosing.
As you can see, ensuring customer satisfaction is very important from the point of view of achieving sales goals and should be a permanent point of your business strategy. A good atmosphere and friendly service may encourage you to spend longer in the store. As a result, visitors will spend more time reading the offer, which increases the chance of purchasing more products. In addition, positive experiences more often result in repeat purchases and recommending the store to friends. This is the most effective method of building a loyal customer base.
