Customers Have A Sixth Sense About Service

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I was shopping the other day and while I was walking around the store an associate was walking towards me. She went from blank faced to super smiley and asked, are you finding everything you need? Besides the glaring fake smile, her voice grated on my nerves. It’s really hard to go shopping without evaluating the shopping experience.

Are you giving genuine customer service or a rehearsed rendition of customer service? Whether you are answering a call in the call center, greeting a customer walking into your store, or taking a call in your office you must be genuine. It doesn’t matter if you have had to greet 3,479 people. All of them are entitled to the same customer service. Trust me, you might get away with a few that are not 100% but most people can spot a fake when they see or hear it. Being genuine also puts the customer at ease and allows them to open up to what you have to offer. Our secret shopping training materials stress smiling when you answer the phone and building good rapport with the customer. Both of these actions will help make your secret shopping evaluations go much smoother.

Written by Natalie Thomas, TQAS executive and business blog writer.

Thanks for visiting our secret shopping blog, a blog that speaks of stories, tips, advice and more for the self storage and mystery shopping industry.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.