Page 22 - Jul-Aug 2024 - Reporter

gained a huge amount of business because Selfridge in 1909. This is a phrase we need of a phone conversation where the phone
they don’t keep customers waiting. They can to get out of our vocabulary as retailers. attendant is constantly typing, even before
deliver products in areas same day or next Customers need to be respected and have you have explained the issues. You know that
day that were previously unheard of. Your their concerns listened to. The customers this customer service person is not listening
business may not be able to do that but make are not always right. Matters will not always to your concerns.
sure delivery dates are communicated and be settled in a manner that they desire but a Training on the products and services
updated. Contractors today work in incredibly workable solution needs to be offered. If a your company offers is important. This
tight time frames. Proper communication will customer is voicing an issue, it needs to be is an ongoing process that requires
allow your customer to plan their projects, resolved and the solution needs to be timely. constant updates to make sure that staff
move to another part of a project or to Waiting for a problem to fix itself is never a is knowledgeable about current materials
another job if material is unavailable. If trades solution. and procedures. The LBMAO offers a great
are waiting for materials to show up that set of training classes that can help teach
creates a huge red flag with customers. Customer Service Staff Need Proper Training staff about building construction, materials
The best retailers and suppliers make estimating, plumbing installation and
The Lack Of Human Contact sure that their staff is well trained and electrical installation. Knowing your product
Voicemail, email and auto-attendants knowledgeable. You can have the best can separate superstar staff from average
have all made retail less reliant on having product but if customers don’t know how customer service people. While no staff will
a person to answer the phone or repetitive to use it or how to buy it then your business ever be able to know everything about each
questions like what your hours are, what is will not be successful. Training starts from of the thousands of products that are used
your address, or do you stock this product greeting the customers. If they are in person a in the building materials industry, they need
but sometimes customers want to talk to a simple good morning, or good afternoon will to know how to find additional information. I
person. There are times when technology get the interaction started. It’s best not to use know that everyone has been shopping and
makes it impossible to speak to a person. You the greeting of “can I help you.” That is the been waited on by a staff member who must
need to have the ability for your customers simplest way of telling your customers that ask another to answer every question. While
to push zero to reach a person and not be you are untrained, and they will respond with everyone in this industry was new once, it is
stuck in a black hole where they are unable to “I am just looking” – even if they want help. It important that the training cycle starts early
connect to a representative of your company. is an instinctive reaction to that phrase. for new staff and that it continues so that
A constant loop with no ability to get to Good customer service training also every staff is well equipped to service the
speak to someone just makes a potentially comes in the form of how you interact with customers.
bad situation worse. Your customer will feel the customers. Listen to their needs, verify
that they are just a number and will look that you have understood their requirements Customers Need Follow-up
for another supplier who can address their and then respond with potential solutions. Every interaction with a customer
problems. All the while using good body language will need some follow up. If they have
that shows your interest in helping your questions they need to be answered, they
The Lack of Resolution customers. Body language is even important need a response. Great customer service
“The customer is always right” is a well- during a phone call. We have all been parts involves providing solutions to a customer’s
known phase coined by Harry Gordon

22 LBMAO Reporter - July-August 2024 www.lbmao.on.ca