This document outlines key aspects of excellent customer service in retail. It discusses the importance of customer service as a framework for all aspects of a business, including image, promotion, communication, service delivery, problem resolution and customer relationship management. It emphasizes that good customer service starts with effective leadership and management to create a culture of customer satisfaction. Specific elements discussed include when and how to appropriately approach customers, having the right customer-centric attitude, actively listening to understand customer needs, and ensuring customers receive exactly what they paid for before leaving the store.

3. Customer service can be used as a framework to
look at all aspects of your business:
▫ Image and presentation
▫ Promotion of services
▫ Contact and communication with customers
▫ Service delivery
▫ Monitoring and improving services
▫ Resolving customer problems
▫ Customer relationship management

4. • Key to customer service is getting all members of your
organisation to embrace it through training and
development, at individual and team level. Creating
a culture of customer satisfaction starts with effective
management and leadership and having clear
measures for customer satisfaction in all aspects of
the business.
• This can be encouraged through:
▫ Benchmarking your activities against other
organisations
▫ Creating and monitoring specific measures of
customer satisfaction

5. Presentation By: Vinay
Shekhar
5

6. 5 Key Elements Of “Excellent Customer Servicer in Retail”

7. “The Right Approach”
When to
Approach ?
How to
Approach ?
Right
Attitude

8. When to Approach
1)When customer is not able to find something on his own.
2)When customer is trying to compare two or more items.
3)Approach when you think you have an opportunity to show
them latest merchandise of same quality.

9. When NOT to approach
First thing first!! Let’s understand when you should not approach .
a)Do not approach the customer immediately after they enter into the Store.
b)Do not approach when they are busy trying out merchandise or discussing
something about it with the person they walked in.
c)Give them Ample time to look around and find stuff they are looking for.
d)Do not approach customer when they are talking/browsing on their mobile
phone.

10. How to Approach
Greet with a smile!! “Its not only important, Its “Mandatory”.
Approach Customers with a personalized warm welcome.
Make sure you create a unique and meaningful experience.

11. How to Approach
Acknowledge when prospects/customers look at you.
After the approach if their concern is related to other department or
person, facilitate.
Do not redirect them to other person. Call the executive to help.
Customers feel special if you know them by their names

12. How to approach.
“Right Attitude”
“I am going to close a sale”
“I am going to help the shopper
to make an Informed Decision.”
“People who walk in here are
just another shoppers”
“People who walk in to this store
Should be on CENTER STAGE”
“I only care about Merchandise
related information”
“I care not only about
merchandise but human behavior
their feelings, understandings and
perception”
“I work as a representative for
this store”
“I am into human relationship
Profession ”

13. Probe.
• Always ask• Try to
• Always use• Key to
probe is
Politeness
Simplified
Language
Positively
phrased
questions
Adapt
customer’
s style

14. Listen actively to plan your actions to
resolve issues, concern and requirements.
If you cannot understand the problem seek
for help immediately.
Try to resolve a problem completely.
Fact:
70% of buying experiences are based on
how Customer feels they are being treated.
Source : McKinsey
Resolve
If the cases are of exchange or money back,
handle such cases calmly. Tell them about
the options they have in such cases.
Discreetly tell shoppers about payment
methods they can go for if they have
budget constraints.
EXAMPLE OF VERY POOR
CUSTOMER SERVICE

15. Make sure customers receive everything they’ve paid for before
they leave your store .
Double check merchandise for following things before bagging :
•Faulty/Display Piece
•Manufacturing defect
•Exact color chosen by shopper
•Accurate size
•Correct Model Number
Deliver

16. Thank you!!