How is the customer service in your business? Are your associates well trained and working as a team? Are they knowledgeable and eager to share information about your products?
Visit an Apple Store:
Last weekend, my husband and I went to the Apple store at MacArthur Center in Norfolk, Virginia at 11 am 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 remembered our last visit. He tapped our name on the screen of his Apple phone and emailed another associate to help us.
A minute later, one of the 11 associates in the store smiled and asked us what we needed after shaking hands and introducing himself. When the associate didn’t know the answer, he quickly excused himself and asked another associate for help and returned with the information within two minutes.
We make our purchases in less than 15 minutes. We bought an Apple TV bundle, a cable to connect the Apple TV, and an Apple Watch strap.
What 3 things made customer service a “Home Run” for us?
one) We immediately liked our sales associate with their positive attitude and we trust them.
two) The sales associate “heard” 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 his products and if he didn’t know the answer to our question, he would quickly apologize and ask another associate for help and come back with the information within two minutes.
What are the three steps you need in your business to have a “Home Run” customer service?
one) Your well-trained associates “greet” your customers at the door with a smile, wearing your store’s uniform to identify them (Apple logo on shirt), introduce themselves, ask your customers’ names, shake hands and They ask what service they need. customer needs.
two) Your associates enthusiastically and courteously serve your customers as quickly as possible. They helped us in “one minute”. When your associate doesn’t know the answer to his customers’ question, he quickly excuses himself and asks another associate for help and returns with the information within 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. Well-trained Apple associates worked together as a team.
To have “Home Run” customer service at your business like Apple Store, train your associates by following the 3 steps above and your business will have “Home Run” customer service as well.