Jewelry ECOMM Tech
3 Customer Service Skills Every Jeweler Should Master March 26, 2019 (0 comments)
How your jewelry store interacts with its customers often determines how—and if—you succeed in the industry. This customer-centric approach keeps today’s customers satisfied while helping build loyalty for tomorrow. The quality of your customer service should be a top priority and serve as a barometer of your store’s success.
Why is Customer Service so Important?
Why care so much about good customer service? For any business in the retail industry, it matters. Big time. Data shows that 71% of consumers have ended their relationship with a business due to poor customer service. Some more eye-opening numbers?- 61% of customers will take their business to a competitor after a poor customer service experience.
- 58% of consumers are willing to spend more on those companies that provide excellent customer service.
- By 2020—less than two years from now—customer service is expected to become more important than price or product when customers decide who gets their business.
Three Key Customer Service Skills
What constitutes excellent customer experience? The how and what of customer interactions may differ across industries, but jewelry stores with killer customer service generally have these three skills in common:
Professionalism
It may be tempting to respond harshly to a customer who leaves a negative review, or spar with a disgruntled customer who unloads a heated concern. But obviously, it isn’t the best way to reflect your store. Distance yourself from the negativity for a time to cool your emotions. Recognize that more often than not, those negative expressions are a plea to be heard and valued.Active Listening
Ensure that your interactions with customers demonstrate that you hear—and care about—their concerns. Before you respond, listen to understand. Ask clarifying questions about their inquiry or comments if necessary, and validate their viewpoints.Knowledge
Nothing is more frustrating to customers than interacting with employees who know nothing about the store they represent. In fact, 78% of customers appreciate competent customer service representatives. This may require training, role-playing, and hands-on experience. Couple customer feedback with analytic research to know your customers intimately. The better you know your business and your customers, the more success you’ll have.Examples of Good Customer Service
If you’ve already committed to great customer service, kudos. If not, it’s easy to improve. Start with small, simple changes that prioritize and value customer relationships, and continue working on providing excellent customer experiences.