How is customer service in your business? Are your associates well trained and do they work as a team? Are they knowledgeable and eager to share information about their products?
Visit an Apple store:
Last weekend, my husband and I went to the Apple Store at MacArthur Center in Norfolk, Virginia at 11am to purchase several Apple products that we had researched. The store was very full of customers when we arrived.
At the door of the Apple store, an Associate wearing an Apple logo t-shirt greeted us with a welcoming smile and reminded us of our last visit. He dialed our name on the screen of his Apple phone and emailed another associate for help.
A minute later, one of the 11 associates in the store, smiled and asked us what we needed after shaking hands and introducing ourselves. When the associate didn’t know the answer, he quickly apologized and asked another associate for help and returned with the information within two minutes.
We did our shopping in less than 15 minutes. We bought an Apple TV package, a cable to connect the Apple TV, and an Apple watch strap.
What 3 things made customer service a “home run” for us?
1) We immediately liked our sales associate with their positive attitude and we trust them.
two) The sales associate “listened” to what we wanted and needed in the Apple product and told us the benefits of the product and how much it would cost. The sales associate had the solution to our problem.
3) The associate was passionate and enthusiastic about sharing his knowledge of his Apple products with us. The associate knew all about their products and if he didn’t know the answer to our question, he quickly excused himself and asked another associate for help and came back with the information in two minutes.
What are the three steps you need in your business to have a “Home Run” customer service?
1) Their well-trained associates “greet” their customers at the door with a smile, wearing their store uniform to identify them (Apple logo on shirt), introduce themselves, ask for their customers’ names, shake hands, and They ask what service the customer needs.
two) Your associates enthusiastically and kindly assist your clients as quickly as possible. We were assisted in “one minute”. When your associate doesn’t know the answer to your customers’ question, they quickly apologize, ask another associate for help, and return with the information in two minutes.
3) Your business must have enough well-trained associates to help your customers. There were 11 well-trained associates at the Apple Store, each in charge of different aspects of the sale. An associate brought us the products. Apple’s well-trained associates worked together as a team.
To have a “Home Run” customer service in your business like Apple Store, train your associates by following the 3 steps above and your business will also have a “Home Run” customer service.