There was an error in this gadget

About Us

Karen Martin and Beverley Ireland-Symonds promote the value of having effective communication skills for individuals, teams and organisations.
Thursday, 20 January 2011

What’s lacking in customer service training?

 

Whilst watching the Mary Portas programme last night, I was interested to see that sales staff in the high street retailer Pilot had only received the most basic of customer service training. This isn’t the same for all high street retailers – some staff are expected to take NVQs in customer care as part of their staff training, but there is still something important missing. Training staff in procedures is not enough – sales assistants need to understand how to communicate effectively with their customers.

The following communication tips are essential for retail staff dealing with customers:

  • Language – the vocabulary that you use can totally change the message that is being given to the customer. Make sure that language used is appropriate for the target market e.g. the teenage market might be happy with slang, but will the rest of your customers?

  • Grading – If customers don't understand what you are saying, don't just keep repeating the same thing more loudly and slowly! Maybe the customer doesn't understand because he/she is from another country, has literacy problems, or maybe you are just using the wrong vocabulary. Grade your language – if the customer doesn’t understand what you are saying, find another way of saying it.

  • Intonation & Tone – the intonation and tone you use can change the meaning of your message. Something that is meant to be a simple instruction can sound rude or aggressive if said in the wrong way.

  • Body Language – you may be saying one thing, but your body language could be saying something else. Slouching or leaning on the counter/a rail doesn’t give the right impression to customers. Standing up straight and checking your posture will give you more confidence and you will appear more professional.

  • Eye Contact – make eye contact with customers when you are talking to them. This will make you appear interested in what they are saying and make you more approachable and friendly.

  • Smile – nobody wants to be served by a shop assistant who looks like he/she wants to be anywhere else but in the shop. Customers want to feel welcome when they enter the store and feel that they can approach you.

3 comments:

Sanya Singh said...

These steps really helps us in communications. I like your inputs.Regards communication skills Training

Ecube training said...

Very nice document posted here.I really love it and this is very useful to us and also i want to say that Ecube training provides sales & customer service training in UAE .

Aman said...

Effective communication is a critical requirement for business as it directly influences how people respond to you. communication training in mumbai