February 14 is Valentine’s Day, so it’s time to get your extra special customer service skills out of storage. In the world of retail, those who have great customer service skills will shine on this day. Great customer service is always genuine — it consists of equal parts of empathy, excitement for the other person, and a willingness to help.
Any retail organization that practices Six Sigma methodologies will understand that customer service is critical to a smooth operation, and ultimately great sales.
What’s So Special About Valentine’s Day?
Usually it’s the one day when couples decide to surprise one another, and a retail organization’s participation in their little escapade will delight the customer and make their experience a memorable one.
When couples decide to surprise one another, it’s customer service heaven. Why is this? Mainly because the customer is selfless in their actions, since they just want the perfect gift to show their other half and show how they feel about them.
What If Your Customer Doesn’t Know What to Buy?
Not everyone is gifted in the art of gift giving, especially if they’re in a new relationship. For those employees practicing outstanding customer service, here is where you need to ask the right questions. Here some questions to ask:
- Where were you when you both had a great time together?
- What’s the feature/characteristic that you love about him/her?
- Have they lost any item that is of sentiment recently (or ever)?
Based on their answer, suggest the least obvious item because it will have the most impact. Be a good, active listener and attend to the customer’s needs. Outstanding customer service is why people will return to your establishment and pay your prices.
This practice goes beyond Valentine’s Day! Understand how customer service plays into the practice of Six Sigma. For more information on our Six Sigma courses or services, please visit our class schedule. Check out our Green Belt classes coming up for Spring!
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