Even I don't always agree with my opinion

 

Customer Service You Should Expect

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Posted January 16, 2016 by jim young in Business

“Customers may forget what you said, but they’ll never forget how you made them feel.” – anon

There are different components that define what may be considered requirements of “good” customer service. Ideally you’d like to find them all in one place but too often that just doesn’t happen.

At least not consistently.

Big box stores such as Costco are often particularly known for their excellent return policies which give the consumer confidence in their purchase, knowing that if the item doesn’t suit their needs, it can at least be returned with no hassle.

Online services such as Amazon pride themselves with fast delivery for their “shop-from-home” services, knowing that once a consumer has committed to a purchase they are anxious to receive it.

Available information to help the consumer make the “right” choice may come in the form of FAQs for an online purchase or a direct inquiry of a real live person in a storefront operation.

Of course price is a given but let’s face it. If you weren’t happy with the prices of any particular seller – you’re not likely going to get to the point of experiencing what other components of “good” customer service they might have anyway.

My personal favourite component of “good” customer service is the “personal” touch; the interacting between myself and a sales clerk when I can’t find exactly what I’m looking for.

Sadly this component seems to be increasingly rare.

So it was a real treat for my wife and me to meet Justina on a recent visit to Dollarama in Painswick.

I get particularly annoyed when I approach a sales clerk for assistance and am treated as if I am more of an annoyance. I like to at least feel like my purchase is important even if I am not.

I get that the sales clerk may be busy and have other tasks to attend to, but ultimately whatever task they are attending to, the ultimate goal is to entice me to spend my money in their store.

So doesn’t it seem logical that attending to MY immediate needs will help them reach their goal faster?

I could see Justina was busy when I asked her to direct me to my purchase. There were boxes in the aisle that she was trying to stock the shelves with but she never let on that my question was an interruption to her work.

And the customer service didn’t end when Justina directed us to the area we were looking for. When we still couldn’t find the items we had come in for – she went out of her way to help us sort through the items on the shelves and then search the back room for even more options.

Justina listened to us to better understand precisely what we wanted, was able to make helpful suggestions and ultimately we left Dollarama with more than we had intended to purchase.

But it was more than just Justina’s helpfulness that impressed us, it was a combination of her smile, warmth and genuine concern that gave us the impression that Justina was truly concerned that we would get what we were looking for.

When we left the store, my wife commented on how impressed she was with the customer service Justina had provided.

And that’s a sad commentary, really. We shouldn’t be impressed with Justina’s customer service. We should expect it. Justina should serve as an example of what we should expect from EVERY clerk in EVERY store we shop in.

Sadly that’s not the case.

Dollarama doesn’t excel in Customer Service when it comes to their return policy, but the value for their merchandise is an equalizer that brings customers in.

But if they can cultivate an environment that is staffed with gems such as Justina – the scales will certainly tip in their favour and customers will be enticed to return.

Thanks Justina.

-30 –


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