With the advent of sexy new Point Of Sale (POS) Systems, the line between personal and systemized customer service is getting blurrier by the day. Interestingly, 70% to 90% of what happens with customers is driven by human nature, having nothing to do with technology. We all agree that state of the art technology is a necessity today, but it’s meant to enable human interactions, not disable or interfere with them.[1]
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?
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