The Psychology of Customer Service

The festive season marks an important time for service and sales business in South Africa.

Customer satisfaction is often low in South Africa, and many shoppers feel they receive sub-international customer service. In an increasingly competitive market and poor economic climate, it is important that both managers and staff take the time to consider the short and long term impact of poor service on their businesses and job security.

Here are some tips to consider for the festive season:

1. The element of surprise – people are surprised by good service and personal, friendly touches. Take the time to follow-up or make people feel special;

2. Solving customer complaints in a friendly and efficient way can be a great opportunity get them coming back for more;

3. Show that it matters to you whether a person spends money at your store versus somewhere else. Employees of chain stores often give the impression that sales are not important to them personally. You might not be getting a profit share, but every sale adds to your wage and job security;

4. Make eye contact and smile at your customers;

5. Train your staff on standard customer service phrases;

6. Slow things down – research shows that customers value a friendly greeting and smile more than the value speed.