The script shows the best way to deal with customers by suggesting word choices that help induce a positive customer experience.” For Han, “Retailers can improve customer service by training their team to use positive and reaffirming language. Equip staff with a customer service scriptĪccording to Jerry Han, Chief Marketing Executive at PrizeRebel, a great way to help guide staff is by training them and preparing a script.
#Ways to keep light boxs up for free
If masks are compulsory in your store, for example, consider offering masks for free to visitors that arrive without one, so you don’t miss out on a sale, and maybe transform a potentially negative situation into a positive one. One way to make the best out of an uncomfortable situation is to be prepared for them. Because some aspects of these regulations are changing every day, it’s essential to always keep track and inform or train staff on it regularly. With ongoing industry changes and health regulations, it’s important to keep an open line of communication with your staff to make sure they’re always aware and prepared for any changes coming to your store.Ĭreating a detailed guideline for staff that explains the new health and sanitation requirements, like wearing a mask at all times or making sure there’s social distancing at checkout, is important in making sure all your staff is aware of how your store will be adhering to new rules and how they should approach customers about it. Train staff frequently on new health guidelines That way, your sales staff on the floor or online can all explain just how the bagel cutter works or what kind of accessories will pair well with your new line of sweaters. For more complex products, you might need to employ different types of training content like streaming video, in-person demos from experts and more. When you bring in new products, make sure everyone behind the counter gets to check them out before you offer them to your customers.
Keep your whole sales crew up to dateĪnother way to offer a consistent service across channels is constant product training and updates.
And if your team needs to bone up on their customer service skills, get them training. If a manager considers customer service beneath them-well, maybe they’re not the right people for your business. Have you ever been in a store and asked for help, only to be told, “That’s not my job?” Whether you’re a manager, a sales representative or even an intern, customer care is everyone’s responsibility. “We’ve been able to see the tie between someone that’s on our Insta account and goes to our website and buys a product.” Creating this unified experience with customer service to match has allowed them to replicate the same connection they offered to customers in store, online. They also realized the importance of linking their online store to social channels like Facebook and Instagram where they extend their customer service and reach new customers. For Stephanie Fontaine, one of the store owners, “it was really important that the vibe of our eCommerce shop matched the vibe of our store.” When Her Hide Out decided it was time to set up their eCommerce shop during the COVID-19 pandemic, they wanted to make sure they stayed consistent. Making sure you provide consistent customer service and a unified feel of your physical store, online shop, social channels, emails and any other touchpoints you have with your customers is key in providing a successful omnichannel experience. Odds are, your customers might make multiple pit stops along the way before actually making a purchase. 73 percent of customers used multiple channels during their shopping journey.
The customer buying journey isn’t a simple process of visiting a store and buying a product anymore. Offer consistent customer service across all channels
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