Back to School Shopping Time Has Arrived: Customer Service Authors Marilyn Suttle and Lori Jo Vest Offer Tips on Serving Harried Parents
Customer service experts, Marilyn Suttle and Lori Jo Vest offer tips to help retail stores serve money-strapped, stressed out parents as they manage their kids expectations during back-to-school shopping trips.
Detroit, MI, August 06, 2010 --(PR.com)-- Fall is just around the corner and parents are already starting their back-to-school shopping. That means retailers need to get ready for the influx of stressed-out moms and freaked-out dads.
“Parents get overwhelmed this time of year,” said Marilyn Suttle, co-author of customer service bestseller “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” with Lori Jo Vest. “If service providers can soothe them with the best possible service, they can gain a customer for life.”
The two authors offer these tips for providing service to overstressed back-to-school shoppers:
Offer a Verbal Massage – When a frantic parent is complaining, soothe their tense manner by giving them empathy. Try saying something like “It can be challenging to shop for hours and then have to wait in a long line. I’ll get you checked out quickly.”
Anticipate Their Needs – Look for the social cues that indicate when a customer wants help and when they want to be left alone. Stay one step ahead of them or make a return go a bit quicker to win loyalty and future sales.
Put Their Feelings Into Words – When a parent is overwhelmed because she can’t find or afford what she needs, she is likely to complain. Don’t brush away her feelings. Instead, acknowledge them, then let her know what can be done about the situation. For example: “How frustrating. Let me call another store and see if we can send this item to you in the right size.”
Never Use the Words “Have To” or “Need To” with a Stressed Out Shopper – “You have to get in line” or “you need to wait” can cause them to get even more upset. Instead, frame your request as a question, like, “Will you please...?”
Hold Back Negative Judgements – Busy back-to-school shopping trips can bring out the worst in any mom or dad. When you start to feel pressured, take a pause. Ask yourself, “Is what I’m about to do or say going to further the customer relationship?” Say something kind or helpful instead and win a happy customer.
“Who’s Your Gladys?” published by AMACOM Books out of New York, tells the stories of ten companies that offer exceptional customer service, including Singapore Airlines (Singapore, JP), The Jack Canfield Company (Santa Barbara, CA), Communicore (Birmingham, MI) and Professional Movers (Walled Lake, MI). The book is distributed by McGraw-Hill internationally and was recently licensed for translation for sale in China.
To schedule an interview or inquire about upcoming workshops and events, please contact Marilyn Suttle at 248.752.0460.
###
“Parents get overwhelmed this time of year,” said Marilyn Suttle, co-author of customer service bestseller “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan,” with Lori Jo Vest. “If service providers can soothe them with the best possible service, they can gain a customer for life.”
The two authors offer these tips for providing service to overstressed back-to-school shoppers:
Offer a Verbal Massage – When a frantic parent is complaining, soothe their tense manner by giving them empathy. Try saying something like “It can be challenging to shop for hours and then have to wait in a long line. I’ll get you checked out quickly.”
Anticipate Their Needs – Look for the social cues that indicate when a customer wants help and when they want to be left alone. Stay one step ahead of them or make a return go a bit quicker to win loyalty and future sales.
Put Their Feelings Into Words – When a parent is overwhelmed because she can’t find or afford what she needs, she is likely to complain. Don’t brush away her feelings. Instead, acknowledge them, then let her know what can be done about the situation. For example: “How frustrating. Let me call another store and see if we can send this item to you in the right size.”
Never Use the Words “Have To” or “Need To” with a Stressed Out Shopper – “You have to get in line” or “you need to wait” can cause them to get even more upset. Instead, frame your request as a question, like, “Will you please...?”
Hold Back Negative Judgements – Busy back-to-school shopping trips can bring out the worst in any mom or dad. When you start to feel pressured, take a pause. Ask yourself, “Is what I’m about to do or say going to further the customer relationship?” Say something kind or helpful instead and win a happy customer.
“Who’s Your Gladys?” published by AMACOM Books out of New York, tells the stories of ten companies that offer exceptional customer service, including Singapore Airlines (Singapore, JP), The Jack Canfield Company (Santa Barbara, CA), Communicore (Birmingham, MI) and Professional Movers (Walled Lake, MI). The book is distributed by McGraw-Hill internationally and was recently licensed for translation for sale in China.
To schedule an interview or inquire about upcoming workshops and events, please contact Marilyn Suttle at 248.752.0460.
###
Contact
Marilyn Suttle
248-348-1023
www.whosyourgladys.com
248-348-1023
www.whosyourgladys.com
Contact
Categories