You emerge from the backroom after conducting a visual inspection of inventory. But instead of being created with happy, friendly customers and staff, you overhear a customer shout “I’m never coming back here again!” Turning the corner, you find a member of your staff standing red-faced and angry. When they spot you, rolling eyes and a huffing retreat greet you. Where did you go wrong? Is it time to improve customer service standards?
Sadly, in a situation like this, the most common answer is that you will never know. Negative reviews and complaints about poor customer service rarely include the details around the “who’s” or the “what’s” of bad customer experience. The instant gratification of social media makes increases the difficulty around fixing a customer service issue, as these may not give you the ability to dig into the root of the issue. Meanwhile, negative public comments are slowly eroding away at your prospective customer base.
Improve Customer Service Standards: It Starts With You
What can you do to prevent this from happening to you? Getting ahead of any potential customer service issue is logically the most effective way in accomplishing this, but how? What tools do you need to employ to run a tighter customer service ship? It would be easy to answer these questions with some finger-pointing. Customers today are too demanding. It’s hard to find a good, friendly staff that is also qualified.
What if we told you that the key to establishing customer service success was you? Before you click on the “x” on your browser tab, consider this. As the final decision maker for your business, you have a responsibility to yourself, staff, and the customer, to have the processes around your goods and services flowing smoothly. And, as staff will look to you for leadership, your responses and attitude set the trend for how customer engagement actions are conducted.
With everything you have on your plate, checking yourself and nurturing positive attitudes across the board is not necessarily a priority. However, given how connected your customers or potential customers are to the inner workings of almost every business in town, you must find a way to make promoting positive customer relationships a top priority. Luckily for you, the highly connected nature of the social media world is a part of a larger-scale technology movement that may just introduce to you a definite solution.
Leaning on Technology to Identify Customer Service Pitfalls
Implementing an effective customer service strategy may require that you make changes throughout your business. One of these changes, the integration of improved technology, is a great place to seek assistance. Leaning on technology to manage many, or in some cases, all of the background tasks and processes that occur regularly to keep your business running smoothly can have a large, positive, and lasting impact on how you provide customer service.
When you are looking at possible solutions to help you with this, you will discover no shortage of software solutions that can help you streamline tasks. However, finding an all-inclusive solution is difficult unless you bring in a software platform that is designed to help you do everything in one, neatly bundled, package. Going down this path will give you data continuity across all areas of your business, and will greatly reduce the time you need to spend maintaining its operation.
POS software platforms can give you all the tools you need to improve your operations. From cashier counter and customer rewards management and on to the backroom and accurate order fulfillment, integrating a cutting-edge POS system can help you achieve long-term success. The POS solutions of today are driven by data, which in turn gives you a clear and concise picture of the experience you are presenting to the customer.
Realizing the Benefits of Advanced Data Analytics without a Super Computer
One of the biggest aids that a capable POS solution can provide you with is data. The modern equivalent of medieval gold, data can give you the power and inspiration to make positive changes in how you do business. Many of the innovative POS solutions available will provide you with reporting capabilities that were previously reserved only for those with powerful computing at their fingertips.
Equipping yourself with a flexible POS solution allows you to manage your business based on near real-time data, all from the convenience of an app. This presents you with distinct opportunities to determine potential areas of improvement. Gaining the ability to quickly identify customer trends will allow you to make changes to the products you carry. In this way, you stay a step ahead of the customer and provide them with mind reader-like service in all areas.
Improved Staff Management Results in Better Customer Service
Integrating a POS solution to do much of your heavy lifting will provide you with some exciting points of improvement for your staff. The data you gather can confirm your top performers, while allowing you to see into deeper points of your business, such as who is prone to voiding transactions. These create a picture for you to understand with clarity how effective your staff is with the customer. And, doing so at the first signs of a problem will save you the headache of managing an irate customer.
For example, you can easily notice a spike in returns of items when a particular staff member is involved in the sale. This may mean that the staff member is overselling the item, or does not understand what the customer is asking for. Looking through the data, you can quickly coach the staff member, and demonstrate to them how to better accommodate a customer’s tastes by simply accessing the app on their tablet.
Allow a POS Expert to Help You Improve Customer Service Standards
Designing a customer service strategy for your business is never easy. However, the introduction of a modern POS platform can give you the toolset you have long needed to improve customer service standards. The data that can be obtained and analyzed will give you accurate information needed to make the changes that demonstrate to customers that you understand and care about them.
Asking a POS consultant that can lend its wisdom and technology know-how to your business is a great first step in the process. They must dive into all areas of your business, and help you to determine which processes would benefit the most from modernization. In this way, your processes are streamlined, and your customer service gets a boost upwards thanks to demonstrated knowledge and understanding of their wants and needs.
Seeking expert advice about how to turn POS data into positive customer service is where talech can help. We provide you with the tools needed to design a trendsetting customer service experience in your industry. We will work with you to implement a powerful POS system that helps you to meet your business and customer engagement goals. Contact us today to sign up for a demo and to learn more about how talech can be your expert POS partner.