Skip to content
American ExpressAmerican ExpressAmerican ExpressAmerican ExpressAmerican Express
  • Personal Accounts

    • Account Summary
    • View Statement
    • Manage Account
    • Make a Payment
    • Manage Pre-Authorized Payment
    • Add Someone to Your Account

    Business Accounts

    • Business Account Summary
    • American Express @Work
    • Merchant Services

    Online Services

    • Register for Online Services
    • Activate Your Card
    • American Express App
    • Manage Account Alerts
    • Sign Up for Email Offers
    • Online-Only Statements

    Other Services

    • American Express Gift Cards
    • Support 24/7
    • Welcome Centre
    CanadaChange Country
    English
    • Français
  • Personal Cards

    • View All Cards
    • Credit Cards
    • Why American Express?

    Small Business Cards

    • View Business Cards
    • Interested in a Card?
    • Refer a Business Owner

    Corporate Cards

    • Corporate Cards
    • Supplier Payment Solutions

    Quick Links

    • Travel Cards
    • Cash Back Credit Cards
    • Platinum Cards
    • AIR MILES®* Credit Cards
    • Aeroplan®* Rewards Cards
    CanadaChange Country
    English
    • Français
  • Online Travel

    • Book Travel Online
    • Book Fine Hotels & Resorts
    • Book The Hotel Collection
    • Travel Support

    Business Travel

    • Global Business Travel Solutions
    • Meetings & Events

    Other Travel Services

    • Travelers Cheques
    CanadaChange Country
    English
    • Français
  • Travel

    • Travel Insurance
    • Air Trip Insurance

    Personal

    • Account Protector Ultimate
    • Identity Defence

    Other

    • Review Your Coverage
    • Submit an Online Claim
    CanadaChange Country
    English
    • Français
  • Membership Rewards® Program

    • Explore Membership Rewards
    • Redeem Points
    • Fixed Points Travel Program
    • About Membership Rewards

    Other Reward Programs

    • AIR MILES®* Credit Cards
    • Aeroplan®* Rewards Cards

    American Express Invites®

    • Front Of The Line®, Entertainment, Shopping & Dining Offers
    • Sign Up for Entertainment e-Updates

    Refer a Friend

    • Refer a Friend. Get Rewarded
    CanadaChange Country
    English
    • Français
  • Merchants

    • Merchant Services
    • Accept the Card
    • Manage Merchant Account
    • Contact Us
    • FAQs

    Corporations

    • Corporate Cards
    • Supplier Payment Solutions
    • Cardmember Resources
    • Program Administrator Resources
    • Global Business Travel Solutions

    Small Business

    • Small Business Solutions
    • View all Cards
    • Business Trends & Insights

    Global Network

    • Home
    • Issuers
    • Acquirers
    • Service Providers
    • Developers
    CanadaChange Country
    English
    • Français
  • Contact Us
  • Login
      • Account Summary
      • View Statement
      • Manage Account
      • Make a Payment
      • Manage Pre-Authorized Payment
      • Add Someone to Your Account
      • Business Account Summary
      • American Express @Work
      • Merchant Services
      • Register for Online Services
      • Activate Your Card
      • American Express App
      • Manage Account Alerts
      • Sign Up for Email Offers
      • Online-Only Statements
      • American Express Gift Cards
      • Support 24/7
      • Welcome Centre
      • View All Cards
      • Credit Cards
      • Why American Express?
      • View Business Cards
      • Interested in a Card?
      • Refer a Business Owner
      • Corporate Cards
      • Supplier Payment Solutions
      • Travel Cards
      • Cash Back Credit Cards
      • Platinum Cards
      • AIR MILES®* Credit Cards
      • Aeroplan®* Rewards Cards
      • Book Travel Online
      • Book Fine Hotels & Resorts
      • Book The Hotel Collection
      • Travel Support
      • Global Business Travel Solutions
      • Meetings & Events
      • Travelers Cheques
      • Travel Insurance
      • Air Trip Insurance
      • Account Protector Ultimate
      • Identity Defence
      • Review Your Coverage
      • Submit an Online Claim
      • Explore Membership Rewards
      • Redeem Points
      • Fixed Points Travel Program
      • About Membership Rewards
      • AIR MILES®* Credit Cards
      • Aeroplan®* Rewards Cards
      • Front Of The Line®, Entertainment, Shopping & Dining Offers
      • Sign Up for Entertainment e-Updates
      • Refer a Friend. Get Rewarded
      • Merchant Services
      • Accept the Card
      • Manage Merchant Account
      • Contact Us
      • FAQs
      • Corporate Cards
      • Supplier Payment Solutions
      • Cardmember Resources
      • Program Administrator Resources
      • Global Business Travel Solutions
      • Small Business Solutions
      • View all Cards
      • Business Trends & Insights
      • Home
      • Issuers
      • Acquirers
      • Service Providers
      • Developers
  • Contact Us
CanadaChange Country
English
  • Français
  • Personal Accounts

    • Account Summary
    • View Statement
    • Manage Account
    • Make a Payment
    • Manage Pre-Authorized Payment
    • Add Someone to Your Account

    Business Accounts

    • Business Account Summary
    • American Express @Work
    • Merchant Services

    Online Services

    • Register for Online Services
    • Activate Your Card
    • American Express App
    • Manage Account Alerts
    • Sign Up for Email Offers
    • Online-Only Statements

    Other Services

    • American Express Gift Cards
    • Support 24/7
    • Welcome Centre
  • Personal Cards

    • View All Cards
    • Credit Cards
    • Why American Express?

    Small Business Cards

    • View Business Cards
    • Interested in a Card?
    • Refer a Business Owner

    Corporate Cards

    • Corporate Cards
    • Supplier Payment Solutions

    Quick Links

    • Travel Cards
    • Cash Back Credit Cards
    • Platinum Cards
    • AIR MILES®* Credit Cards
    • Aeroplan®* Rewards Cards
  • Online Travel

    • Book Travel Online
    • Book Fine Hotels & Resorts
    • Book The Hotel Collection
    • Travel Support

    Business Travel

    • Global Business Travel Solutions
    • Meetings & Events

    Other Travel Services

    • Travelers Cheques
  • Travel

    • Travel Insurance
    • Air Trip Insurance

    Personal

    • Account Protector Ultimate
    • Identity Defence

    Other

    • Review Your Coverage
    • Submit an Online Claim
  • Membership Rewards® Program

    • Explore Membership Rewards
    • Redeem Points
    • Fixed Points Travel Program
    • About Membership Rewards

    Other Reward Programs

    • AIR MILES®* Credit Cards
    • Aeroplan®* Rewards Cards

    American Express Invites®

    • Front Of The Line®, Entertainment, Shopping & Dining Offers
    • Sign Up for Entertainment e-Updates

    Refer a Friend

    • Refer a Friend. Get Rewarded
  • Merchants

    • Merchant Services
    • Accept the Card
    • Manage Merchant Account
    • Contact Us
    • FAQs

    Corporations

    • Corporate Cards
    • Supplier Payment Solutions
    • Cardmember Resources
    • Program Administrator Resources
    • Global Business Travel Solutions

    Small Business

    • Small Business Solutions
    • View all Cards
    • Business Trends & Insights

    Global Network

    • Home
    • Issuers
    • Acquirers
    • Service Providers
    • Developers

CanadaChange Country
English
  • Français
Business Cards
Small to Medium
American Express® Business Gold Rewards Card
Business Platinum Card® from American Express
Marriott Bonvoy™ Business American Express® Card
American Express® AIR MILES® for Business Card
American Express® AIR MILES® Gold Business Card
American Express Business Edge™ Card
View all Business Cards
Large/Corporate
American Express® Corporate Card
American Express® Corporate Gold Card
Corporate Platinum Card® from American Express
American Express® AeroplanPlus®* Corporate Card
American Express® AeroplanPlus®* Corporate Platinum Card
View All Corporate Cards
Supplier Payment Solutions
American Express vPayment
American Express Corporate Purchasing Card
American Express Business Travel Account
American Express Buyer Initiated Payments
American Express Corporate Meeting Card
View all
Trends & Insights
Trends & Insights
Insights and Inspiration to Help Grow Your Business
Managing Money
Cash Flow
Financing
Creating Efficiencies
Suppliers
Inventory Management
Productivity
Automation
Planning for Growth
Strategy
People
Business Expansion
Risks and Controls
Innovation
Industry Thought Leadership
Industry Insights
Oil & Gas
Construction
Thought Leadership
Request Info
  • Trends and Insights
  • Industry Thought Leadership
  • Industry Insights
Business Class

September 10, 2020

How to Improve Customer Service in Retail Business

How to Improve Customer Service in Retail Business

Twitter Icon
Facebook Icon
LinkedIn Icon
American Express

Summary

Strong retail customer service doesn't always mean adhering to, "the customer is always right." Learn more ways in which you may improve your customer service teams and increase satisfaction of customer experiences in your stores.

Twitter Icon
Facebook Icon
LinkedIn Icon

In the retail industry, there are few things as important as customer service.

Effective customer experience in retail stores may make the difference between consumers patronising your store versus your competitors. It may also determine whether customers purchase once, or whether they return time after time. A strong, tailored approach to customer service is a cornerstone of both sustaining and growing your business, especially in a competitive retail environment amid COVID-19.

However, strong retail customer service isn't always about adhering to the adage that 'the customer is always right'. Figuring out how to ensure great customer service in retail means rising to the occasion to address customer needs and wants — and anticipating what the consumer is going to ask even before they do.

We'll detail the role of customer service in retail, as well as how to enhance the consumer experience across multiple channels. These strategies to improve customer satisfaction and ensure great customer service can help increase your company's visibility, accessibility, retention and loyalty - all of which is more important in a flagging retail environment due to the coronavirus.

The Importance of Customer Service in Retail

Although it's easy to get consumed in your day-to-day operations and ignore providing a top-tier customer experience, the reality for retail businesses is that strong retail customer service should be among your highest priorities.

Strong customer experience in retail can lift your brand to new heights. It can improve how potential customers perceive your brand. For instance, they'll know that their business is important to you, which can make you stand out among competitors who provide the bare minimum. These positive experiences with your retail customer service can also drive positive reviews, which consumers take into account more than ever when making purchasing decisions. Especially as discretionary spending is down amid COVID-19, businesses need to seize every opportunity to rise above their competitors.

Satisfying your patrons doesn't just mean pushing them to make purchases. It also can help ensure customer retention and ongoing loyalty; if you provide satisfying customer service — and better consumer experience than your competitors — customers will return to make additional purchases and become all-important loyalists to your brand. This may not only drive more revenue and grow customer lifetime value but also spur customers to become brand evangelists whose enthusiasm can direct new buyers to your store. Don't forget that word-of-mouth referrals are free — but acquiring customers through things such as advertising or experiences isn't.

In summary, good customer service in retail may:

  • Define your brand's values, which can drive new customers to purchase
  • Make customers feel valued, which can enable you to stand out from the competition
  • Drive positive reviews and increase your brand's profile
  • Breed loyalists, who continue to patronise your business and increase customer lifetime value
  • Create brand evangelists, who can help you acquire customers for free through word-of-mouth marketing
  • Help you telegraph the value you provide during tough economic conditions in which consumer spending is down

Ways to Improve Customer Service

There are many ways for businesses to increase customer service offerings. Some of these depend on implementing cutting-edge tools and technology strategies, while others focus more on human-to-human interaction. A combination of both can position your brand to provide a high-quality experience for your patrons.

To create effective customer service and improve your customer experience, follow these customer service tips:

  • Focus on customer support, providing convenient ways to reach you, fast responses to queries or offer real-time service on chat platforms
  • Enable your customers to get in touch on multiple channels, particularly on those that your demographic utilizes most (such as social media or over email and contact form)
  • Make your policies clear, such as how customers can expect to return or exchange purchases, or how to reach out in the event of defects or damages
  • Listen to customer feedback on your products, policies and service, and react dynamically to their suggestions — this includes facing complaints head on
  • Make every customer service interaction feel personal to each patron by understanding their needs and creating a solution that leaves them feeling like they've been listened and personally catered to
  • Train your staff to provide consistent, top-tier customer experience, whether in person or online
  • Understand how your customer's needs, wants and circumstances may have changed due to the coronavirus pandemic, and react accordingly and sensitively

There's work — and, occasionally, an investment — required to improve your customer experience. However, putting in the time and capital to raise the level of customer service that your retail operation provides can pay dividends.

Learning how to improve customer service in retail may have both short- and long-term benefits. In the immediate, you'll be able to provide a strong experience that delights customers and spurs strong reviews. In the long-term, you'll be able to build brand loyalists, acquire customers via word-of-mouth promotion and increase lifetime customer value — all of which may help your brand thrive.

 

 

This article is intended for general informational purposes only and does not constitute legal advice or an opinion on any issue. It should not be regarded as comprehensive or a substitute for professional advice.

Twitter Icon
Facebook Icon
LinkedIn Icon
Want to Dig Deeper?

American Express Cards

  • Personal Cards
  • Credit Cards
  • Small Business Cards
  • Corporate Cards
  • American Express Gift Cards
  • Add Someone to Your Account

More Products & Services

  • Membership Rewards® Program
  • American Express App
  • Insurance Home
  • Book Travel Online
  • Merchant Services
  • Accept the Card

Important Links

  • Form & Document Centre
  • Online Services
  • Global Assist
  • Shop Confidently
  • See Merchants Near You
  • Refer a Friend

Company Information

  • About American Express
  • Careers
  • Contact Us
  • Sign Up for Email Offers
  • Frequently Asked Questions
  • Moving Abroad?
    • Personal Cards
    • Credit Cards
    • Small Business Cards
    • Corporate Cards
    • American Express Gift Cards
    • Add Someone to Your Account
    • Membership Rewards® Program
    • American Express App
    • Insurance Home
    • Book Travel Online
    • Merchant Services
    • Accept the Card
    • Form & Document Centre
    • Online Services
    • Global Assist
    • Shop Confidently
    • See Merchants Near You
    • Refer a Friend
    • About American Express
    • Careers
    • Contact Us
    • Sign Up for Email Offers
    • Frequently Asked Questions
    • Moving Abroad?

American Express
CanadaChange country
English
  • Français
  • Facebook
  • Connect with Amex on Instagram
  • Tweet your questions to @AskAmex
  • YouTube

  • Trademarks
  • Terms & Conditions of Use
  • Updated Online Privacy Statement (01/2018)
  • Complaint Handling
  • Codes of Conduct & Commitments
  • Amex Bank of Canada Prime Rate
  • Security Alerts
  • Accessibility Policy
  • Accessibility Plan
  • Cardmember Agreements

Amex Bank of Canada, P.O. Box 3204, Station F, Toronto, ON M1W 3W7

Copyright © 2021 American Express Company