Have you noticed how much more inclined you are to make a purchase when the sales assistant is not only gentle but also genuinely sympathetic and attentive to your needs?
This seemingly simple interaction can have a profound impact on your shopping experience. It may appear to be a basic aspect of customer service, but in reality, it holds significant importance both for businesses striving to build a loyal customer base and for professionals aiming to excel in their roles.
Being gentle and polite in your interactions can create a welcoming atmosphere that encourages customers to return. For instance, a client of mine successfully acquired a new client simply because he was perceived as easier to work with, demonstrating flexibility and a gentle attitude.
Personally, I have always been willing to spend a little more at a store where I feel valued and acknowledged, rather than opting for a cheaper alternative where I might be ignored or made to feel uncomfortable due to an indifferent sales assistant who doesn't even offer a simple greeting.
The same holds if you are interacting with your customer online. Online customer service can be even more difficult to demonstrate the human touch and sympathy needed for a sales conversion since you lack the face expressions and the smile to help you on that. Big tip: use emojis =]. Nowadays, especially in the B2C experiences, the favourite internet language, the emojis, are normal to be used and can be a great help on the perceived tone of the conversation. Just do not use the icons for romantic kisses or any other controversial ones.
And you, have you ever decided to take your business elsewhere because of a similar experience? I would love to hear your stories and reasons in the comments!