Customer service is one of the most crucial pillars of your business. Without it, your company will quickly develop a bad reputation among customers and discourage them from buying from you again.
If you have a warehouse that is open to customers, then you might overlook the fact that anyone who works in the warehouse needs to be able to deliver exceptional customer service.
Unfortunately, customer service is not as easy to manage as other parts of your business – such as product quality or the available stock in your warehouse – because you are trusting your staff to conduct themselves correctly, even when you are not around.
Having said this, there are certain measures you can put in place which increase the likelihood of your staff delivering top customer service. These include staff training and improving the overall efficiency of your organization, which can impact everything from how quickly deliveries reach customers to the line of communication within your business.
This is how to improve your warehouse customer service in three steps:
Ensure your staff are presentable and friendly at all times
The first (and arguably most important) step in trying to improve your warehouse customer service within your business is to ensure your staff are both presentable and friendly at all times.
You might wonder how you are supposed to police this, but really it starts as soon as you hire an employee. If their job exposes them to customers, then you should focus on hiring friendly, agreeable people who enjoy giving their all every day.
Furthermore, you should ensure that your front-of-house staff is wearing presentable attire – which is why enforcing a certain dress code is important. It will send out the right message to your customers and ensure they have a fantastic experience with your brand.
Work to solve customer issues, rather than dismissing them
One of the most fundamental changes you can make to improve warehouse customer service is ensuring your staff works to solve customer issues, rather than dismissing them outright.
This might sound obvious, but it can be very common for customers to approach a business with a problem, and instead of unpicking it and working to solve the issue, staff members tell them it can’t be done.
While the initial problem may be unsolvable, you may be able to help the customer in another way, which is why you should create a brand ethos that champions problem-solving.
Improve your overall business efficiency
Many customer complaints come after they have experienced an inefficient business process.
For example, they may have ordered a product that has turned up late, damaged, or is incorrect. This can leave a bad taste in the mouth of a customer, so you should not let it happen.
Work to improve your overall business efficiency, from establishing a clearer line of communication between your team members to speeding delivery times up. This will serve to give the customer a better experience and actually help your company to serve more people at once.