Santa Claus can teach us a thing or two about making our customers happy. It’s no mystery that most shoppers are going digital, meaning that they make the majority of their purchases online. Because of this, it’s more important than ever to exceed your customer’s expectations of customer service during the holiday season.
I agree that it’s easier to shop from home in my pajamas then making a trip to a brick and mortar store. Additionally, there are other perks like instant customer assistance via chat, free shipping and the ability to compare prices in the blink of an eye. When I do travel to an actual store I do have similar expectations as a customer. If I have a negative experience than it’s more than likely that I will take my business elsewhere.
Remember, each customer that walks through your door is a new opportunity to build rapport. When they have are provided the best service, they will come back and so will their friends. Business writer Mark Macy lists five ways for you and your employees to provide the best customer experience that even Santa Claus would be proud! Read the full article here.
Here is Mark’s “Customer Experience Checklist” that you can easily share with your staff or team leaders.
Happy customer service begins with a smile. And, there’s no extra cost for a warm smile.
Your smile is your logo, your personality is your business card, how you leave others feeling after having an experience with you becomes your trademark. ―Jay Danzie
“ Put Away Cell Phone & Idle “Chit Chat”
Nothing is more rude than employees checking their phones or who are more interested in visiting with fellow workers than helping customers. When this happens to me I just simply walk away and out of the store.
Go the Extra Mile
First, be proactive in observing your customers and ask them if they need help. Second, walk them over to where the product is—don’t just tell them and assume they will find it. Third, share with them information about the product they asked about and inquire about their intended use, so you can share alternatives in options, price, etc. Fourth, do everything possible to satisfy the customer — they will honor your efforts.
Inspect What You Expect
As a leader you not only need to express your expectations, BUT you need to personally observe, coach, and correct where necessary. Customer Service is just a joke if this step is not taken seriously. Managers must be proactive and private in their approach to coaching and correcting. Be specific, sincere, and timely in your delivery.
I think Mark hit the nail on the head when he wrote:
Santa reminds us that Customers are people who have needs, and in many cases money to spend. Without customers, there is no way to pay the bills AND salaries of your elves.