The Customer Care Pathway: steps 1-3
Providing good customer service can appear to be straightforward, but that doesn't mean it comes naturally to everyone. Use this pathway to navigate your way through the golden rules of customer care and communication.
01: Great customer service starts with you
- Welcome your customers and be courteous and patient
- Make subtle changes to your tone and approach depending on the customer's behaviour
- Be positive in your language and tone of voice to help put customers at ease. Know when to be sensitive too.
02: Ask questions
- Use open-ended questions (e.g. Can you describe your symptoms? Tell me more about€¦) and try to meet all of the customer's needs
- If the customer is purchasing a product, use the WWHAM questions as the basis of the conversation, but try to do so as part of the natural conversation
- If the customer is €just looking€, don't force a conversation, but be discreetly nearby €“ for example, checking dates of products or stock levels. Being within earshot or eyeshot allows you to pick up on when a customer looks unsure or may be embarrassed to ask for help.
03: Build trust
- Use your customer's name if you know it and give them your full attention
- Use natural conversation to make sure you understand your customer's needs. Showing that you care about them and are working hard to make the best recommendation for their needs will all help to build trust.