Page 20 - Spring Into Markets 2021
P. 20

  Internet
• If you have a website/email, make sure that you (and any staff) know the website/email address
• Have some pre-printed cards/leaflets with your website address on them to hand out to customers who enquire (and include one with every purchase)
• Try and respond to every email/web enquiry on the same day — even if you send a ‘holding’ email saying that you will respond with specific answers to their request within x days. Customers like to feel that they are being ‘looked after’
• If you promise to get back to customers within a certain period, then you must make every effort to do so
• Check the availability of products before taking an order
• Action all orders quickly, efficiently and accurately
• Keep the customer informed if there are going to be any delays
• Inform the customer of any postage costs and calculate them accurately
• Package products neatly and safely (even if the customer is collecting from the stall)
and always include a compliment slip/letter
           20 Good Customer Service Guide 3
Stall holder and staff appearance
• You and your staff are the best ambassadors that your stall has
• Your appearance, rightly or wrongly, influences whether a customer approaches your
stall or not
• From how you look and act, customers form a ‘first impression’ about the type of
trader you are — honest, trustworthy and friendly or underhand, unreliable and to
be avoided!
• Dress appropriately and comfortably, but be smart and professional
When dealing with a complaint/refund/repair request
• Be polite
• Listen as the customer explains the problem to you
• Ask questions (but don’t interrogate the customer) to identify how the problem
arose
• Speak gently and considerately as this will encourage the customer to do the same
• Appear understanding and sympathetic to the problem as this will encourage
empathy with the customer
• Carefully consider what you are going to do — repair or refund and explain concisely
and simply why you have come to that decision
• Be honest about how long a repair will take — it’s better for the customer to think
that you have been quicker to fix it than you originally promised
• Always remember that you want that customer to shop with you again and to tell
other people how helpful/professional you are

































































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