Showing Excellence in Customer Service
Double down on empathy? Given the nature of the holidays customers may be feeling stressed and anxious. For those time-crunched customers, a little empathy can go a long way. When issues need resolving, remember to accommodate whatever customer needs you can, within reason, and remember to thank them for their patience.
Here are some tips from SCORE.
- Make sure staff know how your exchange and return policies work.
- Know what your estimated shipping times are for out-of-stock items.
- Inform customers about any potential stock delays.
- Describe how your customer feedback process works (do you have one?!)
- Provide courier service where you can.
Chris Carr
Founder & CEO, Launch Mechanic, Village
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