Archive for the ‘Customer Service’ Category

Workplace Skills – Knowledge, Integrity and Excellent Customer Service

happy-customersI went to several stores the other day looking to make a large purchase. I had already researched my item online, read lots of reviews, and had a pretty good idea what I was looking for. My visits to local retailers was, more or less, to see which sales reps would be most knowledgeable, prove they could add value, and to see who would sell with integrity. Without these three benefits, I could easily purchase my item from Amazon for a lower price. I visited three retailers: Staples, Best Buy and Fry’s Electronics. Surprisingly, after talking to two representatives at Best Buy I knew I would not be making my purchase there. One representative was unknowledgeable; giving “canned” responses he’d clearly been taught to say, but that he did not understand. The other representative was a little more knowledgeable but was very dishonest. He held back on information and even demo’d the product in a way that prevented me from seeing some of the specific features I wanted. Best Buy was out.

Next, I visited Staples. The rep there was pleasantly honest about the item and the add-on services Staples could (and could not) provide. At one point I said: “Wow! You’re giving up a lot of information here.” He responded: “Our store manager is big on honesty, so that’s how we do it.” I was sold on their integrity; but unfortunately they did not have the specific model I wanted in-house any more. I put Staples on stand-by while I went to visit Fry’s Electronics.

Now at Fry’s, I find myself working with a rep who I’d give a 75% on knowledgeableness. What he did not know, however, he proved exceptionally driven to find out. He called three other reps as well as his department manager and went online to do some research. He found all the answers I needed and was even able to get me some added perks for the time I spent waiting for him to find good answers. He kept saying “I don’t want you to get home and be dissatisfied with your purchase.” I can appreciate that! Fry’s Electronics got the sale.

I’m pleased with my purchase, and have visited Staples for additional purchases since then. I went back to Best Buy and found the sales rep who had originally given canned answers. I encouraged him to take time and really learn his products. Employers want people with great soft skills,who can communicate knowledgably and who are driven to give great customer service. Customers come back to businesses they trust.

“Ancient Jewish wisdom teaches that the first question we will all be asked when we arrive in judgment before the Heavenly Throne is “Did you conduct your business affairs in a trustworthy way?” – Rabbi Daniel Lapin