Retail Customer Service Training
Retail relies heavily upon interpersonal interactions, much of which consists of non-verbal communication.
Unlike the Internet or business via telephone, retail environments revolve around the tangible customer experience, which can add value to a business- or ruin it.
The retail customer experience is multifaceted. The product, layout and appearance of the store, convenience all play into the customers’ overall assessment of the store.
Personnel is one of the primary factors however, in swaying a customer to feel a certain way.
Because all the interaction is face to face, it’s not just what you say but how you say it. You’re not simply communicating with words, but with the language of your body and your attitudes.
How can you ensure you say the right thing?
Kirsten Anderson and Ron Zemke, authors of Delivering Knock Your Socks Off Customer Service, suggest a few basic principles of a non-verbal communication that can improve your relationships.
1. Proximity- An arm’s length is a safe distance to stand from someone while you carry on a conversation. Cultures vary in terms of acceptable space, but an arm’s length is a safe way stand.
2. Eye contact- too much isn’t a good thing in this care. The right balance of eye contact is critical, too much and you’re staring at them. Too little and you look disinterested and socially inept.
3. Silence-remaining silent when the customer is speaking is essential to convincing them you care about what they’re saying and will be committed to helping them. An occasional “OK”, “of course,” etc. during a longer speech is useful to reassure them you’re actively listening. Nod and look engages as well throughout the conversation.
4. Gestures- look open. Crossing your arms, standing back or keeping your hands in your pockets make you look standoffish and unwilling to help. Keep your arms out and open, and take a second to think about the way you’re standing and the way a customer might interpret your pose.
5. Posture- your Mom is right! Stand up straight, you look confident and competent.
6. Facial expressions-raised eyebrows, winks, etc. think about the way you use them, and strategically employ them to communicate positively.
7. Physical contact- this can get dicey. Bottom line- less is best.
8. Smell- don’t drown them in your cologne. Also make sure your store smells good, but not overpowering( think of bath product stores- sensory overload much?)
9. Overall appearance- look good! Professional, presentable, well-maintained. Customers look, you may not think they do, but the better you look the more competent you’ll look and the easier it will be to convey the quality of your product/service.
Bottom line- It’s not just what you say, but how you say it. Acting the part results in your customers trusting you, which sets the groundwork for loyalty.
Tags: Customer service training for retail, customer service training in retail, retail business training, training for retail customers, retail service training.
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Tags: Customer service training for retail, customer service training in retail, retail business training, retail service training, training for retail customers
