Customer Service Excellence
June 20, 2011
Providing customer service is
more than manning the check out.
Providing exceptional customer
service involves ant icipating and
meeting the needs of customers
before, during and after a purchase.
The aim is to engage the customer
in such a way that they have
positive emotional, psychological
and/ or physical t ies with your store.
One way this may be achieved is
by training staff in Companion
Selling.
Companion Selling doesn’t mean
pushing unnecessary products on
customers.
First and foremost, most
pharmacies are professional health
retailers and this means being able
to provide a customer with a
complete solution for their needs.
In order to do this your staff need
to have both product knowledge
and the ability to understand how
to companion sell & build relationships
with customers – as well as
dispensing.
It is important to remember we
are all in business because of our
customers.
We need to send the customer away
happy - they will then reward your
hard work by passing positive feedback
about your store onto others.
The customer experience can be
broken down into 4 key areas: Step
1: Greeting Customers & Building a
Relat ionship, Step 2: Gathering
Information & Understanding
Needs, Step 3: Matching Customer
Needs and Step 4: Closing the Sale
and Farewell.
Training staff to understand these
4 steps in order to meet the
customer’s needs is essential for
providing customer service and
assisting your business develop
strong retail sales.
instigo provides retail, marketing
and people solutions to
independent pharmacies.
If you’d like more
information on
Customer Service
Excellence or
Companion Selling,
call (02) 9248 2628.
This week’s contributor is Nicole
Hooley from instigo.
The above article was sent to subscribers in Pharmacy Daily's issue from 20 Jun 11To see the full newsletter, see the embedded issue below or CLICK HERE to download Pharmacy Daily from 20 Jun 11
