Your retail front of house team and processes will determine whether a customer returns to a business in the future, or decides to visit a competitor. Unfortunately, many companies can make some big customer service mistakes. For this reason, we are providing advice on how retailers can improve their front of house team.
Create a Solid Customer Service Strategy
A customer service strategy will determine a retail company’s commitment to the customer experience. The plan must, therefore, detail how a front of house team can develop relationships with customers, which can improve customer satisfaction and retention. The customer service strategy must unite all departments, communicating both the operational and front of house plan, so every member of staff will work towards the same objectives.
Reward and Recognition
Motivate your employees through reward and recognition, so each member of staff will continually adhere to your customer service strategy. Highlighting your teams’ successes will also improve employee satisfaction and morale. You can guarantee the incentives will improve employee performance, which will help you develop a loyal customer base and, in turn, a healthy profit margin.
Customer Service Leaders
Hire customer service leaders or managers to become front of house champions. These individuals will lead by example, as they will set the standard when it comes to customer service in your business while overseeing day-to-day tasks and performances. Employ leaders who can develop a positive customer-focused culture within your organization, as their goal should be to increase customer loyalty and improve employee retention. The best leaders will have a customer-focused, results-driven attitude that should be backed up with a strategic business acumen and passion for retail.
Hire Motivated, Positive Employees
The last thing you will want is for your customers to be greeted by negative, miserable employees, which could result in complaints or dissatisfaction. It is imperative to hire motivated, positive individuals who continually enter the workplace with a ‘can-do’ attitude.
Introduce streamlined processes that can improve internal efficiencies. It will therefore provide your customers with a hassle-free service. We suggest introducing a retail portal from weaveability.com to increase customer satisfaction, improve your conversion rates and to take the pressure off your staff.
Employee Suggestion Schemes
Give your team a voice by creating an employee suggestion scheme. Having a forum to share their ideas and opinions will allow employees to feel like key players in your business, which could inspire innovation or improvements. Their suggestions could, therefore, result in changes to improve customer service delivery, which will allow your business to compete against its retail competitors successfully.
Every retail company must make exceptional customer service a priority. It is therefore essential to hire a front of house team that can improve customer loyalty and satisfaction, which will allow your business to flourish long into the future.
Do you have any helpful tips on how to improve a front of house team? Please feel free to write your tips in the comment section.