Poor cutomer service

Bad customer service has become one of the central talking points of the modern retail experience. Have you ever walked into a shop and had to jump up and down, or stand on a soap box just to grab the attention of a disinterested salesperson? In an age where an increasing amount of transactions are completed online, one has to ask – are we losing the human touch? Customer service is becoming less about what the client wants, and more about what the sales person’s targets are or what they are trying to move. Here’s a list of six things one simply should not say to a client!

Customer Service No-No’s

1.This is what you should have…

A prime example of words usually uttered by a sales person that wasn’t interested in taking the time to learn about their client or what was going to serve their needs and desires. A professional sales person should be attentive to their clients, after all, they are the paying customer. Our job, as professional sales people, is to guide the client along their journey, even if just a little. 

2. No, you can’t have that…

disintersted staff

Let’s face it – who likes to hear the word no? Murphy’s law dictates that if there are two ways a product can be made, you will find the opposite to the one that you wanted. The role of a sales person is to find a way to make the object of a client’s desires attainable. My favourite mantra is – “The answer to every question is YES!

 3. It’s the manufacturer’s responsibility…

This always strikes me as professional “buck” passing. A business should always confidently stand behind the products that they sell. You can’t be willing to accept a client’s money at the time of the sale and then hold them at arms length when something goes wrong. Not every transaction goes right 100% of the time, but the way that a business handles the occasional lapses in product quality and customer satisfaction, says a lot about an organisation and their staff. Have you ever had an Apple retail assistant turn around and say, “its the manufacturer’s responsibility”?

4. If you don’t buy it today, the price will go up tomorrow…

Often heard in stores that specialise in annual sales. This one always reminds me of the “Rug Man” sales. No one likes to be pressured into a sale with the threat of a price hike should they not make a purchase decision that fits with the sales assistant’s timeframe. Purchasing a stunning piece of jewellery should be a relaxing and enjoyable experience, that isn’t solely focused on price.  

5. That’s our policy…

bad customer serviceNo two transactions are the same. Every piece of jewellery is as unique as the client wearing it. Having a blanket rule that is a one size fits all, is bound to leave some clients feeling left out in the cold. There is no reason a business should be inflexible to a client’s concerns. In business, there is always a compromise, where both parties can reach an outcome which is mutually beneficial. The last thing a business wants or needs, is for a disgruntled client to verbalise their concerns in a public forum. 

6. What’s your budget?

I find sales people that lead with this very abrasive. I find that it is better to avoid pigeon holing clients. It is far more advantageous to the client, and your business, to devote time to finding the perfect ring that ticks all of their boxes. If you only ever look at the rings in your budget, you may miss the perfect ring style. Almost every design can be customised to incorporate a different sized diamond. Not to mention that I have often seen clients come in with one figure in mind and leave with another, once you have taken the time to show them the differences in product quality. 

You should never have to settle for bad customer service. Shopping for an engagement or wedding rings should be an enjoyable experience. If a business does not show you, that you are one of the most valuable pieces to their organisation. Then show them, in the best way you can, by shopping somewhere else.

Those are my top six offending customer service phrases; feel free to add yours below. 

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