Small Business Training: Customer Service

Small businesses have many disadvantages and challenges. To separate your business from the big box stores you have to offer the customer services they can't get at the big stores. One of those services is customer service. Word of mouth is the most effect advertising for your business. That means that customer service can make or break your business.

It amazes me how many mom and pop shops lack customer service. Their employees ignore customers or worse treat customers with disrespect. With competition as stiff as it is every small business must take advantage of their employees by training them on customer service.

Customer service training does not have to cost a lot of money or take hours of training. Here are some simple ways to offer good customer service that any employee can master.

1) A kind attitude goes a long way. No matter what the attitude of the customer the employee should always keep a kind, steady voice. An angry customer will just become more frustrated if an employee becomes defensive and angry instead of listening. Take a moment to listen to why the customer is upset, clarify any questions you may have, then offer an amicable solution.

2) Greet and meet. Within thirty seconds of the customer entering your store they should be greeted by an employee. Let the customer roam the store for a few minutes, then approach the customer and ask them if they have any questions.

3) Checkout and check-up. The checkout is the last place to make a good impression. While checking the customer out you need to ask the customer two questions.

How are you doing today?
Most people will give a short answer. If a customer does go into detail make eye contact and respond approiately.

Did you find everything you were looking for?
Many customers may be looking for something specific that they did not find. At this point you can confirm whether you do or do not have that product. If you do not have the exact time can you offer a similar item?

4) Little things make a big difference. Go the extra mile and help customers by opening doors, carrying packages, and bringing them a basket or cart. A customer should never shop with their hands full, they will buy less. Without asking bring the customer a basket or cart.

5) Never point. No matter how small your shop is you need to physically guide the customer to the product. There is nothing more annoying than an employee who can't even take a moment and show me where the product is that I am looking for.