This is so true with quick service retailing.

We have all experienced the customer service representative that ignores us in favor of their computer or POS screen. Trying to make eye contact or just get a response from someone absorbed in data entry can be annoying.

But here’s the thing most retailers don’t realise.

Even if a customer doesn’t remember being ignored, they may (subconsciously) associate your business with an (unknown, but felt) sense of frustration, distance or lack of ‘connection’. Those feelings will build up unbeknownst to the client and they may eventually take their patronage elsewhere.

Customer Service With A Smile

The sad part of all of this is it all happens without conscious knowledge or intent. The client simply has no compelling reason to want or desire to return so he or she simply doesn’t.

That’s a killer for a retailer.

So what can you do to optimise the necessary POS data entry while offering outstanding customer service?

POS Customer service Tip #1:

Explain what you’re doing to the customer while you so it. That means as you’re typing, you say “I’m pulling up your account file to make sure our records are up-to-date” By doing that, the customer is INVOLVED in the process. Engaging the customer in the task CONNECTS you to him/her. As the information comes up, you can mention something like “Just to make sure, you’re still at 123 Main Street right?” You can then add a personal anecdote “I used to live near there, the dog park was great when I had my golden retriever…” Adding a personal anecdote builds rapport within the process that otherwise alienates the customer. Of course, if you’re really systemised, you’ll start to input your customer’s tastes and predispositions such as “ dog or cat owner, single, has children, tennis player, classic car enthusiast, etc. That will help you become more specific in your marketing campaigns.

POS Customer service Tip #2:

This customer service tip is obvious, but needs to be repeated – look up from the screen and make frequent eye contact with your customer. It may slow down your typing, but this is a key component to establishing rapport and a personal connection.

POS Customer service Tip #3:

A savvy customer service person will use the time the computer takes to load or perform a transaction to chat with the customer. This needs to be systemised within your sales process. The more natural it is, the better the outcome, but it does need to be part of the process as much as getting a credit card slip signature.

So there you have it, 3 simple customer service tips that can help you make a difference to your retail sales – especially the valuable repeat sales that are a must for any retailer to build a profitable business foundation for the future.

The introduction of technology in the workplace speeds up interaction and makes for smoother customer service, right?

Well, in many cases that’s wrong. Customers crave old-fashioned, friendly, and informed service over speed. What’s more, the quality of customer service is vital to any company because poor customer service is the number one reason that customers switch to another company.

Nearly 70% of all customers who switch companies switch because of poor customer service.^[i] Inadequate customer service doubles down on trouble for a company because it drives business away and into the open arms of their competitor.

Business’s desire to use technology to streamline the customer interaction process has actually sped up the switching process!

Many patrons feel that point-of-sale (POS) technology gives the service representatives an excuse to ignore customers in favor of a screen. The representative may also rely on technology to retrieve information, which makes them appear unknowledgeable about the product or service. These reasons, plus a lack of customized solutions, and/or policy-driven bureaucracy, are the main motivations for service related company switches.

Don’t forget the painful truth – every time someone leaves you it means your competitors gain a new client – OWCH!

The problem is particularly severe in the retail industry, which has the highest customer turnover rate.

In the past year, 19% of people have patronized a different retailer, such as a grocer or department store, because of poor customer service. ^[ii]

This means that, if you company is retail, it’s likely that poor customer service has sent almost 20% of your business to a competitor. There is not a single company out there that can afford to be giving away business at that rate. Let’s say that your small retail company would net $150,000 in income every year, if you lose patrons due to poor customer service than you are losing upwards of $28,500 a year. That’s $28,500 that you are literally giving away to your competition, you might as well be handing them a $30k check.

The problem is compounded by word-of-mouth on customer disservice.

The average disgruntled consumer tells up to twenty of their friends about their negative experience. Many of those informed will also chose to do business with another company to avoid a repeat of their friends bad experience. If we go back to the original small business example, and take an average of ten friends foregoing a business because of rumors of bad service, the small business in now losing $285,000 a year. That’s negative income, that’s bankruptcy.

So, why aren’t all retail stores bankrupt? It’s because patrons are constantly switching companies in search of better customer service. The only way to break the cycle is have innovative, friendly, and well-informed service that none of your competitors offer to their patrons. Then your business can start collecting all the ‘bad-service’ checks from competitors. Poor customer service may be an easy way to lose a lot of business, but good customer service has the potential to increase your income tenfold.

Want to know how to cash all those checks in?

You’re at the right place – bookmark this blog and stay tuned – we’re going to show you how to do that — EXPONENTIALLY!

^[ii] http://www.redorbit.com/news/technology/186467/poor_customer_service_is_top_reason_consumers_switch_service_providers/