Creating a Positive Customer Experience

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Customer Service's Role in Customer Experience

Let's start with a scenario. You go to the hardware store to buy something, but you are not sure what it's called.

You describe it as best as you can only to get a cold response from the attendants who say, "We don't have that."

The next hardware store is 10 miles away from you, so you stay in the same store to look around. Then, you find exactly what you need. It's actually called heat shrink tubing.

You go into a store, and the staff know you by your name and greet you with a smile.

Without having to put any effort into reaching out to the staff, you are asked questions about what you need and what you plan on using it for.

You got what you were supposed to get and drop a few coins into the tip jar.

So I just described two different scenarios: The first one most probably made you feel sad, angry, annoyed, and disappointed. The second one most probably made you feel like a queen/king, you feel treated well and you feel completely satisfied. Those scenarios present two different customer experiences. And it's all because of the kind of customer service you received.

How to Impress Your Customers

**It only takes around three seconds for someone to get a first impression. ** In this short time, your customer forms an opinion about you based on your appearance, your body language, your mannerisms, and even on how you are dressed.

**Making a strong first impression will help you develop customer relationships that make sales. ** From the moment you approach a customer, your behaviour, attitude and personal presentation will influence your customer's buying decision.

**It is essential that you know how to create a great first impression. ** We'll share some useful tips to help you do this.

It's Jane's second week working at a flower and gift shop. She has observed many customers have trouble finding the perfect gift.

However, when they do find something, many people take up the complimentary gift wrapping service.

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Your customers can tell when you’re putting on a fake smile or looking down at them. Retail staff who have to force themselves to be friendly are likely to drive away customers.

Mastering the art of empathy involved in understanding your customers is a key skill to develop in the retail industry.

This way, you are able to greet them in a genuinely welcoming manner and strike the right balance between professionalism and friendliness.

Did you know that smiling, even when you don’t feel happy, can automatically put you in a better mood? It may seem forced and fake at first, but if you feel negative often at work, try to remember to smile.

Smile as you answer a customer’s question. Smile even while you are by yourself. Yes, this can really help you have a more positive attitude at work!

This also can help other people think of you as a positive and friendly person, and when those around you are in a good mood and like being around you, it is easier to get rid of any of your own negative feelings.

Final Assessment

ABOUT THIS ASSESSMENT This final assessment will check your understanding of the topics discussed in the previous lessons. You are given 3 minutes to answer 9 questions. Note that some questions require multiple correct answers. You need to get at least 80% to pass this test. Click the button below to get started.

Which of the following best describes customer service?

Which of the following are the qualities of good customer service? Select all that apply

You can have a small talk with the customer while... Select all that apply

In what ways can you effectively present yourself to the customer? Select all that apply