Great retail customer service
begins with people who are naturally inclined to serve
others. The
daily challenges of retail business – intense competition,
frequent employee turnover and daily struggles to satisfy
consumer demands – emphasize the importance of good
customer service.
While some customers find low prices
appealing enough to attract their business, other consumers
consider customer service to be the most important factor
in their shopping experience. They are especially delighted
when they find stores that are competitive and make the
effort to “go
the extra mile” for them. They want quality merchandise,
value for their money and courteous employees.
In your retail
business, your employees must serve customers in a manner
that builds loyalty, minimizes problems and upholds your
reputation. To successfully maintain such a customer-service
balancing act requires good communication skills, tact
and a be-of-service attitude. Not everyone who works in
retail has these qualities, but some people are naturally
born with them.
When you staff your business with
people who are naturally inclined to be of service to others,
you can expect your customers to be satisfied. These
employees care about service, not because of the pay or
benefits they receive, but because it is a way of life
for them.
Finding employees who consider
service to others to be second nature is not difficult
when you have the right tool. Profiles International’s Customer
Service Profile™ is that tool.
This scientifically
developed assessment gives you an effective method
for building a staff of exceptional service-oriented employees.
Such employees are the reason customers come back, develop
long-term loyalty and recommend your business to others.
The Customer Service Profile is also a tool for establishing
a comprehensive customer service perspective that extends
throughout your entire organization.
Using the standards
typical for the retail industry as a guide, you will
set your own customer service perspective and measure both
employees and job candidates to see how they match your
expectations. This serves as the basis for effective
training and management. A clearly defined and understood
customer service program aids communication and prevents
problems. The Customer Service Profile™ helps
build your company’s reputation for exceptional customer
service and creates long-term, loyal customers.
The Service Your
Employees Provide Creates Loyal Customers.
