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Consistent and Compelling Customer Service: Part 1 — Dissecting your current customer service

3/21/2017

 
Merchant Method Consistent and Compelling Customer Service: Part 1 -- Dissecting your current customer service | Small Business | Retail | Business Strategies | Visit merchantmethod.com/retailtrends
From avoiding costly employee errors at the cash wrap to encouraging deeper customer-employee connections, achieving consistent and compelling customer service starts with understanding your current level of service, including what your employees provide and what you’ve fostered in the business.

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This week’s trend report, Consistent and Compelling Customer Service: Part 1, teaches you how to better understand customer service archetypes in your business so that you can create the service experience you want for your customers.

​Topics Discussed in this Trend Report:

  • We can identify how we want customers to feel and what we want them to hear but still struggle to leverage teachable moments from customer service success stories
  • An opening gesture or greeting makes a meaningful and measurable contribution to the customer-employee bond
  • Actions speak more loudly than words; open and friendly body language is often more effective than customer service scripts
  • Surprise and delight a customer with a low-cost, unexpected token
  • Successful customer relationship management is about follow-up
  • Sales depend on asking the right questions at the right time
  • Give your employees the resources they need to adjust the questions they ask customers
  • Customer service superstars are valuable but can be difficult to rely on all the time
  • The employee who funnels most customer service issues to a manager appears powerless and therefore can never gain a customer’s trust
  • A lack of guidance to solving customer service issues can also pose problems

Resourced Mentioned:

  • Asbury Park Press
  • Customer Think

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