The Value of Customer Service

There are many organizations who are bothered about the reducing number of clienteles who are visiting their stores. They have got the latest products and give discounts during peak seasons yet they are not able to draw in even 50 per cent of the crowd that the small store opposite them is able to. While the shop across the street is run by an elderly couple, their shop has got quite a good number of qualified personnel. Even the standard of display in their shop is quite modern. What could be the problem? They should ask themselves if they are providing proper customer service .

Many business organizations who have set up shops believe that all it needs to attract customers is having the latest products, keeping them priced reasonable and advertise heavily in the local media. While this approach will help to bring in the initial flow of clients, it is not sufficient to make them stick with their store for ever. First of all, if the client is fully satisfied with the treatment they are getting from their current supplier, they will never switch over loyalty to a new store. Yes, they might visit the new store, but it will just be to check out the same. For them, visiting a new shop is asking for a fun visit. They might spend some money in the new store too, but their loyalty will remain with the other shop. However, if the new shop can offer lower prices than the other shop and offer customer service equivalent or better than their competitor, then they might expect the casual customer to become a permanent one.

The client is the king and should be treated as one. They are not dependant on your shop, but your shop is dependant on them. Since they are spending their hard earned money, they are fully entitled to demand and get proper customer service . Check out the shop across the street, the one run by the elderly couple. Have you observed how much time they are devoting to each and every client? It seems that they are not talking with clients but talking with old friends. That is exactly how the relationship between a supplier and a customer should be. The friendly approach ensures that the client remains with them forever and for ever.

Nowadays, many stores are conducting special courses for their employees. These lessons teach the salespersons how to behave with clients. Just greeting a client with a friendly smile is not enough, more so if that smile is an artificial one. A smile that emanates from within the heart shows on the face and discerning people can always differentiate between a genuine and false smile. The customer service course teaches the salesperson how to greet the client and the follow up action that they need to take to satisfy them. It is not very tough.

Generally the purchaser will be able to select the goods he requires by himself. However, there are small things that make a world of difference. If the vendor knows that the client is particular about a specific brand, and shows him the latest arrivals from that brand which might be stocked on a different shelf, that is customer service . This action of the vendor will ensure that the client re-visits that store.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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