Comment les directeurs des ventes au détail peuvent-ils montrer l’exemple en matière de service à la clientèle ?

I greatly respect the fact that the Retail Sales Managers I’ve directly worked with were also Family Service Counselors. Being qualified to lead frontline team members so we’re serving families to the absolute best of our ability, is a key component in what we do. It’s really special. Our business is emotional. One must absolutely have a calling to lead others, to listen, empathize and execute appropriately; always doing what’s right for the company, the family and each other. 🫶🏼

As a former sales manager , I understand how impactful every customers experience relates to meeting performance goals or falling short of them. Three of the keys to driving primary customer service KPIs are building skill through effective conversations with team members that explain how their role in the business model drives results. Being a role model that represents a green culture while maintaining a strong position as a coach, as they assist in supporting the customer’s shopping needs.

Retail sales managers can lead by example in customer service by actively engaging with customers, demonstrating exceptional service, coaching their team, handling difficult situations gracefully, and consistently embodying the values and standards they expect from their staff. This includes being approachable, empathetic, knowledgeable about products, and consistently providing a positive experience for customers.

Showing empathy and respect in leadership means taking the necessary steps to understand the person that you communicate and work with. It means doing research, asking questions, and genuinely listening to gain perspective on who that person truly is. Doing this homework before acting or saying things that could be offensive or misinterpreted is one of the things that must take place to cultivate an environment of mutual respect and empathy. We don’t always know who someone truly is until we open up our concept of what that could be.

Create an Unique Value Proposition in the Customer Service Operations as per your strengths and weakness to differentiate your Product from your competitors in terms Service especially Post Sales if applicable. I belong to Road Construction and Chemicals industry, I have provided free pre testing of mix designs to our existing customers in our own lab with Labour assistance and Refreshments. This has created an Unique Intangible Value Proposition where our Customers never doubted the Quality and Integrity of our Products and we also earned new businesses resulting from reference of the existing customers.

One of the best compliments I ever overheard from employees when I was a customer service manager, was when an employee told another "I will do whatever he asks me, I watched him clean a bathroom that someone destroyed so we wouldn't have to!" It is great to have the power to delegate, but being willing to do the dirtiest job in the building, gains you unmeasured respect from your reports.

Modeling the best practices takes vulnerability and strength as one has to have a vision that seeks to minimize blind spots. This means not only placing oneself in a position to provide guidance, but also realizing each individual’s qualities or attributes that may tailor their experience differently. In addition, it takes acknowledgment of another’s unique perspective while valuing the input of others to create an environment that encourages a growth mindset.

It is essential to value what has been learned by the people who make up the team. When someone has developed a new skill, it is important to share it in case it works for someone else. However, it is an important support to discuss with the team the results of the sales so that they can see how each of their actions went. This way they can objectively confirm how much they improved.

Lead by example. There's no better way to show your team the best practices than seeing it in action. I believe that consistently showing your team how things should be done makes for an effective culture building, and makes giving feedback easier.

I gained most of my experiences from the Marine Corps, phenomenal leadership and leaders. Instead of keeping secrets from each other finding Dealerships or places that are willing to share their successes.

I've found it necessary and also very helpful to keep in mind that a complaint in it self is already something the customer doesn't want to do.. The vast majority of customers is already uncomfortable with having to complain. Meet the customer with an understanding that it is mutual, and an obstacle we shall overcome together. as quickly and painless as possible..

Sit in the customer support/service and attend the complaints 1/2 days every month to get first hand experience of the market sense and helps to keeping in touch with the customer

Handling complaints is an essential art form to master in communicating with customers. Model behavior to inspire when dealing with customers is empathetic listening and practicing patience. I like to have solutions-based conversations that get to the root of the problem rather than get into semantics around what the conversation is. I’ve seen plenty of times customers come in with a problem and start talking about the details of the issues and then get into a discussion about the particulars OF the details of the problems. Nothing gets solved, and the customer becomes more infuriated. Every customer complaint has to become a problem that WE are trying to solve together as opposed to the customer feeling like they are in it alone.

I have found the best way to disarm a dissatisfied customer is to give them your undivided attention. LISTEN to their complaint, and present them with a fair solution. Do your best to not argue, sometimes you can't give them what they want, but there is a better way to explain that without indifference. "I would love to be able to do that, unfortunately it isn't something I would be able to accomidate. I can offer this solution for you instead, do you think that sounds like a fair compromise?"

One thing I found helpful is to always be attentive with the customer's complaints, let them know how important they are and how much you value their patronage.

The difference between a manager and a leader is how you act, how you speak, and how you grow yourself. If you are t learning, growing, and adapting to “change” than you will be left behind. The hardest look to take is sometimes the introspective look and realize failures start from the leader and trickle down from there. So acknowledging your own need to accept change and feedback only helps your team grow stronger around you as a leader.

In the dynamic world of retail, leadership anchored in integrity and honesty is not just a choice; it's a commitment to build trust and fostering a positive organizational culture.

As a manager it is in your best interest to listen to the ideas your employees give you. They are likely looking to solve a pain point and it will likely cost you very little in terms of adapting to an operations change. If needed, utilize Google Forms and provide an anonymous submission. Lowering the pressure of communication can be a big help.

I think #4. With times changing at the rate they are being flexible and adaptable, you should be prepared for anything!!! Lastly, being flexible and adaptable, you should be on the Good List!

Managers who actively engage with customers, demonstrating attentiveness, extensive product knowledge, and genuine care, serve as catalysts, inspiring their teams to emulate these practices. This hands-on approach fosters a mindset prioritizing customer needs and satisfaction above all. Effective leadership in customer service necessitates ongoing guidance and support. Managers assume the role of approachable mentors, offering continuous training, constructive feedback, and coaching sessions. This educational approach reinforces the significance of customer-centric practices and enables the team to adapt to evolving customer expectations and market trends.

In certain circumstances customers can be distrustful or even lost, so it is important to put them in situation, understand their context and needs. Although it sounds very trite, it is essential to know their pain points and work from that need a simple and transparent communication, so that the customer feels comfortable and enjoys the process of information or finally purchase.

In retail sales it is imperative that a sales associate must learn to SPEAK! They must use their voices to communicate they have to learn one on one verbal communication with customers! Many of time I tell newer sales associates to treat the customer as your next best friend talk to them get to know them at least a little a new customer seeking information on products will give you so much information about what they truly want but you must communicate and listen to them as you would a friend. In today’s world communications are mostly through texting and social media in sales you have to use and teach verbal interactions with associates.

Be a straight shooter while maintaining tact. At every level of employment, doing this will mitigate the majority of your stress. When interacting with customers it conveys confidence and authority, you'll receive less pushback in the event of a problem. When communicating with your employees they understand that you mean what you say and say what you mean but are never looking to tear them down.

Being an authentic leader allows others to see credibility and integrity as a characteristic. It’s important to be honest with oneself and with others as it allows clarity to see things how they really are while also making the necessary improvements for internal and external progress.

Cultivating trust is one of the most effective ways to lead by example. A great starting point is to consistently fulfill your promises. This demonstrates your unwavering dedication to the team and instills confidence as a leader. You will likely notice that team members become more open to asking questions, taking on additional responsibilities, and becoming more actively involved. When employees feel uncertain about their leader's ability to follow through, it can lead to disengagement and decreased productivity.

Honestly and integrity begins with being true to oneself, many new managers swell in their found position and forget what the objective is for their team, the customer and most importantly where they came from. Expectations are great to set upon oneself, and each member of the team contributes to the over all success, by creating a diverse team one can over come obstacles. Being honest with where and how success’s are achieved show one that you truly have integrity, acknowledge those who excel and provide obtainable guidance so other may achieve growth, understanding and their own success.

Unless you have something more pressing to handle, don't be afraid to pick up a broom and do it yourself. You don't always have to assign a task to someone. You will gain more respect by just taking care of it yourself.

Being a leader, requires that you have to lead by example, and that you are a person of integrity that says what they says, and do what they say they’re gonna do encouraging their people to follow the same. It’s important to understand is if you lead by example People will follow the question is the people following you or you’re just doing your own thing that’s the million dollar question

One thing that I found most useful in my years in retail management was working side by side with my employees. Often I would see other managers give task lists and just walk away to provide feedback later. I found doing difficult tasks with employees and giving them tips and tricks along the way made the employees so much happier to be at work and doing the job. One thing I always told my employees, if I won't do it I won't ask you to do it. And I made this a daily practice. As employees stayed on and started getting bigger more important tasks I was always there to help. And usually the first few times I made sure I was doing the task with them to provide feedback. Allowing time for questions. Employees deserve time and attention.

One thing that I have found helpful is to actually work with my associates side-by-side. Also find out things about them. Talk to them let them know that you are invested in them.. not as a manager, but a person I’ve always made a promise to myself as my career advanced, and I was to become a leader I would always reach back, and I value everyone that I work with. Being a leader, we need to know it is a title and respect starts from the door all the way to the ceiling. When you are genuine with associates, they know it I know I did.

I think having an even playing field with all employees held accountable and to the same standards is important. The phrase “not my job” is a negative for me personally, as I am always willing to help wherever needed, including cleaning/supplying restrooms if necessary. I try to instill a culture of pride in your work and encourage/leading by example, that in retail, sales are not the only job. Having a positive, respectful, supportive attitude toward your colleagues and work place is important, when you have that many other positive actions naturally fall into place. Your team as a whole should want to strive towards doing, achieving more each day for personal growth and success in their careers. My hope is to help in this journey…

Relationship with Retail Relationship with Retail is basic factor to generate a quality and good. Its major impact on sale because retail always working those who sole their issue and give respect also care of profit