Deliver Service to Customers

Transcription

1 Deliver Service to Customers

2 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.

3 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

4 Factors Customers Expect in Good Service Good Customer Service Includes Individualised attention Inefficiency Price No service Quality Long delays Factors Which Upset Customers 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

5 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.

6 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.

7 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.

8 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.

9 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

10 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.

11 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

12 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.

13 References nteract/3823/customer_preferences.htm First Steps in a Retail Career by Mark Wrice