When the holidays roll around, it’s important to be extra aware of your customer service habits. You may be a little busier than normal and feel a little more stressed than normal due to extra orders, a big promotion going on, or extra events to host or attend.
It’s important to put that all aside when you are interacting with a customer to make sure they continue to feel important, valued, and that their money spent with you was well worth their investment. When a customer feels under-appreciated, rushed through a sale, or that they are just another number, it’s an easy way for them to justify discontinuing doing future business with you and not referring you to their friends. Here is a look at the most important customer service tips you can hang on to this holiday season.
Acknowledging every customer that walks in your door
It’s important that the first impression your customer gets is acknowledgement when they walk into your store. It’s easy to forget to welcome your guests and allow your display shelves to do the talking. Greeting your customers is the simplest way to make your customer remember your brand and make them feel comfortable to start shopping.
Even if a customer seems perturbed by your greeting, they will remember you and they will inevitably feel more comfortable in your space. Be sure to offer a smile and maintain eye contact when you do have an interaction with your customer, otherwise, they may feel disconnected from you regardless of what you’re saying.
Sometimes you have to be proactive with the customers. Come up to the customer to ask how you can be of assistance. Look for nonverbal cues if you customer seems to want to be left alone or if they seem to be seeking someone to assist them. Be sure to have a name tag on so that people can more easily connect with you and you’ll even find that it’s an easy way to increase profits for retail companies.
Work on your emotional intelligence
This time of year, customers want to work with businesses that can respect their needs. If your staff struggles to determine when a customer wants a personal shopper and when a customer simply wants left alone, it may be time to work on your emotional intelligence skills. Rather than telling your staff to simply smile and talk to every customer constantly, teach them how to read body language, verbal cues, and facial expressions when making decisions on what a customer may need at the moment.
A customer that appears lost may want someone to check on them while a customer that seems irritated or having a private conversation with their family over a decision may not want to be bothered by your staff but rather see that they are nearby in case they want to approach for a question.
This may be a stressful time of year for you but it’s also a stressful time of year for your customers. They want to make their purchase and move on so be sure to be available to them quickly and efficiently. When they are in a hurry, they don’t want to move slowly and have a long conversation; they want help with their purchase so they can check out and move on with the day. On the other hand, don’t rush a customer that needs time to understand more about your products or time to think over the decision.
Be careful not to show your true feelings on your face, because your stressed out face may make your customer feel uncomfortable. Watch your words to make sure your customers don’t sense you don’t want to give them the time you are spending with them during their shopping experience.
Lastly, try to have fun with your customers because it will become contagious and brighten up their day and others’. Try to be mindful, be helpful, and have fun with your customers so that their holiday shopping experience can be a great one.
When you follow these customer service tips during the holidays, you will have greater success and gain more profits during this busy season. You may also impress customers and turn them into loyal followers of your business.