Stepping up Your Game in the Customer Service Department by Stephanie Phillips

It’s no secret that the retail landscape has changed dramatically over the last decade. At one time, brick-and-mortar stores reigned supreme, while online shopping was largely viewed as a niche. If someone was looking for an incredibly elusive item, she might take her business to an online establishment, but until the early ‘00s, most people preferred traditional shopping. However, once online stores began offering deals that brick-and-mortar retailers were hard-pressed to beat, the game changed considerably. These days, anything can be bought on the web, and speedy delivery options ensure that consumers don’t have to wait very long to receive their purchases.

Not surprisingly, this has put many store owners in a bind. With all the convenience online shopping offers, how can traditional retailers compete? The answer is simple: exemplary customer service. One of the reasons people abandoned brick-and-mortar establishments en masse was terrible customer service. Many consumers reasoned that if they were going to be treated poorly either way, they’d rather shop from the comfort of home. With online shopping growing more popular by the second, hanging onto customers has become more important than ever for old school retailers. That being the case, it behooves you to put the following customer service pointers into practice.

Leniency with Returns

If you take a look at the most successful retail enterprises, both traditional and Internet-based, you’ll notice a common thread: they’re very lenient with returns. Conversely, retailers that are regarded with frustration and disdain tend to have terrible return policies. When a customer makes a purchase, it’s important for her to know that she isn’t stuck with the item if something goes wrong. This is particularly important in the case of gift purchases. If the recipient already owns the gift or simply has no need for it, he should be able to exchange it without catching any flack. In other words, if a customer needs to return something, don’t make it difficult for them. While it’s true that certain customers take unfair advantage of lenient return policies, the rewards far outweigh the disadvantages.

Steady Stock of Hot Products

If you want to keep customers coming back, it’s important that your store keep popular items in abundant supply. This means staying on top of re-ordering products and keeping an eye on what’s selling. Keep in mind that if customers are unable to find a certain item at your establishment, there are countless places online from which they can purchase it. To ensure speedy delivery of new and restocked items, enlist the services of Landstar System, Inc., one of the country’s foremost names in transportation logistics.

Consistent Politeness

Working in customer service is often a thankless job. As the adage goes, "The customer is always right." However, anyone who’s worked in retail can confirm that this isn’t necessarily the case. It’s very easy to be polite to customers who are polite to you and don’t make unreasonable demands of your store. The true test of your mettle lies in the way you handle problematic patrons. Even when dealing with difficult or unpleasant customers, it’s important that you treat them with the same level of courtesy with which you regard everyone else.

There’s no denying that online shopping is here to stay. However, the outlook isn’t completely hopeless for traditional stores. Provided you’re able to offer customers incentive to give you their business, you should have no trouble keeping your doors open. When looking for ways to set your store apart from popular online shopping giants, don’t underestimate the importance of good customer service. Although consumer loyalty is fairly low these days, a little bit of respect for your patrons can have far-reaching benefits.

About the Author: Stephanie Phillips owns and operates an independent gaming store in Lancaster, Michigan. To ensure that the hottest games and consoles are always in stock, Stephanie entrusts Landstar with all her shipping and delivery needs.