How to deliver great retail service this Christmas
How to deliver great retail service this Christmas
If you're a retail business, you may be preparing yourself for a huge spike in customers online, in store and on the phone. Here are 10 steps to make sure you provide them with fantastic levels of service.
1. Make sure your website can cope with the high volume of visitors it may get in the run up to the festive season. If the site crashes and goes down, your potential customers could get frustrated and decide to go elsewhere.
2. As well as making sure they can navigate the site without it crashing, you also want to make sure that the e-commerce function of the site works effectively. The buying process should be made to be as easy as possible, as this will keep customers happy.
3. As well as increased online traffic, you are also likely to see a major increase in footfall in your stores as customers set out to do their shopping. Make sure you have plenty of staff available in store, both on check-outs and on the shop floor to make sure your customers are served quickly and get any help they require.
4. Another way to make sure your customers get a good experience this Christmas is to make sure the store layout has factored in the increased footfall. While you'll want to make sure that all your products are out and available to buy, making extra aisle space could make the shopping process less stressful. Also, by placing your products in a convenient way, you may find that customers buy one or two more items from your store.
5. Don't overdo it with the Christmas music. While everyone likes a little festive cheer when they're shopping for presents, hearing the same five songs from the first week in November through to December 24th may irritate your customers. However, more likely is that your employees will get annoyed and that can only be a bad thing for customers.
6. Make sure your staff are well trained, professional and knowledgeable about your products. Christmas shopping can be a stressful process for many, but it can be eased if staff are helpful.
7. Many customers may like to browse online but make their purchases over the telephone with an actual person. As such, you need to make sure you have a call centre ready to deal with enquiries and orders. If this is too big an investment for your company to make, why not employ an outsourced contact centre with operators that are fully briefed to deal with your customers?
8. If you are planning on handling telephone answering in-house, make sure it's not at the compromise of any other aspect of customer service. If you're asking staff with other responsibilities to deal with calls, be aware that something will give out when things get hectic.
9. There will undoubtedly come a time when the products a customer wants is unavailable, perhaps because you've already sold out. When this happens, make sure your customers know when it's likely to be back in stock. If it's the following week, they may be happy to reserve one or even call back. If they're unaware, they'll probably turn to your main competitor.
10. Make sure you meet the delivery specifications you promise and do everything you can to make sure customers get their goods in time for Christmas. The timely arrival of presents, for instance, could make a child's Christmas extra special and your customers may never forgive you in they're let down.
So, if you want support to make sure you help your customers to have a great Christmas, why not use an outsourced contact centre to deal with your inbound call handling needs?
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