How to improve customer service in retail: Top strategies for success

Ever seen a customer ditch your retail store or website after a bad experience? 

It’s not just about having cool products anymore. Good retail customer service can turn those one-time shoppers into regulars, while bad service will send them running for the exit. With retail changing so fast, great customer service is your key to winning hearts and cash.

In this post, we're showing you how to level up your customer service game for the future. We’ve got some awesome tips to help you and your fantastic customer service representatives provide exceptional customer service.

Let's get started.

Provide uniform customer service across all platforms

Shopping isn’t just about popping into a store and picking up what you need. Nope, 73% of customers are jumping between different channels while they shop. So, your customers might be checking out your site, scrolling your socials, and peeping your emails before they actually buy anything.

To keep things smooth across all those touchpoints, make sure your customer service is consistent everywhere. How can you do this, you ask? Here are some actionable ways you can provide good consistent customer service across the board:

• Use the same tone: Keep your brand voice the same on your website, social media, and in your awesome retail stores. That means if you’re rocking a playful, upbeat tone on Insta with sparkling emojis and fun fashion tips, your website should have that same sassy charm. When customers walk into your boutique, they should feel the same vibrant energy that they see online.
• Train your brill team: Make sure everyone, both online and offline, knows the ropes and can give the same excellent customer service. This means training them (either in-house or via training providers) so they’re equipped with top-notch customer service skills.
• Sync your info: Keep your product details, prices, and promotions consistent across all platforms.

Make customer service a responsibility for everyone

“That’s not my job?” Let’s flip the script on that awful saying! 

Instead of letting customer service be just a department’s gig, make it everyone’s job.

When everyone pitches in, customers get a friendly, consistent experience regardless of who they’re talking to. 

To do this, start by leading the way. Show your team how it’s done, offer some training, and keep the energy positive. Celebrate those customer wins and learn from any hiccups. 

Let’s ditch the “not my job” attitude and turn customer service into a team effort that everyone loves to be a part of!

Chat with your customers regularly

Whether you’re letting store visitors know about new hours, exclusive new services, or upcoming deals on your website, staying in touch is super important. The more you keep them in the loop, the smoother their experience will be. 

Here are some more examples to keep the conversation going:

• Holiday hours: Before a big holiday (we’re talking Christmas, Black Friday, Thanksgiving, and more), drop a line to let your customers know your special hours. No one likes showing up to a closed store! 
• New arrivals: If you’ve got fresh stock or a new collection, shoot out an email or post about it on social media. This will keep them excited and coming back to check out the latest trends.
• Sales and promotions: Let customers in on upcoming sales or promos you’re running. A quick email or DM can get them pumped and ready to shop.
• Events and workshops: If you’re hosting any in-store events or workshops, make sure to spread the word via your marketing. Social media in particular is a great place to shout about your upcoming events schedule. 
• Store upgrades or changes: If you’re renovating or changing something big in your store, keep customers updated. A little heads-up can help avoid big confusion.
• Order status: For online shoppers, let them know when their package is on the way or if there’s any delay. Most postal services will provide tracking numbers for each delivery. Make sure you send this to your customers!

Make the customer experience a personalized experience

According to Smart Insights, 62% of customers said they’d bail on a brand if it didn’t offer a personalized experience. 

We all want that VIP, red-carpet treatment. Sure, we might not be total Karens about it, but everyone  appreciates a little extra TLC.Good customer service in retail often requires going that extra mile.

To keep your customer loyalty high, make every interaction feel special and just for them. Start by using what you know about them. If they always buy certain items, reach out with updates or deals related to their faves. If it’s their birthday, send a little something their way like  a special discount.

When customers interact with you—whether in-store, online, or on social media—make them feel like they’re your top priority. Use their name (if you know it, don’t guess), suggest products they might actually like, and show that you remember their preferences.

TIP: You can use a retail POS system here to do just that. It helps you track customer preferences and purchase history, so you can effortlessly send out personalized offers and reminders.

The goal is to make each experience feel unique and personal. When you nail this, customers won’t just keep coming back—they’ll be talking about you to all their friends!

Establish a customer-centric culture

Just like every good building needs a foundation, every awesome business needs a strong company culture in place. If you want to improve retail customer service, why not make that company culture a customer-centric one? Here’s the deal:

1. Clear vision and mission: When everyone on your team knows what you're striving for and why, it’s way easier to align efforts and keep everyone moving in the right direction. Without this, you’re just wandering around with no destination in sight.
2. Effective leadership: Great leaders set the tone, inspire the team, and make sure the customer experience is top-notch. They’re the ones who drive the vision and make sure that the customer-first attitude is not just a slogan but a way of life.
3. Skilled team: Just like you wouldn’t want a band without talented musicians, you need a team that’s skilled and motivated. They’re the ones who interact with your customers daily, so having the right people who are not only good at their jobs but also passionate about delivering great service is key. Their skills and enthusiasm will make your business shine.
4. Solid processes: Behind every smooth-running operation are well-oiled processes. From handling orders to customer inquiries, solid processes guarantee that things run well. They help avoid chaos and keep the customer experience seamless and enjoyable.
5. Customer insights: Know what your customers expect and what they love. You can do this by getting customer data from lots of sources, including your POS system, CRM system and more. If you’re not paying attention, you might miss out. 

Now, for the pièce de résistance: Establish a customer-centric culture! Make sure everyone in your company understands that putting customers first is a top priority. Train your team to provide excellent service, listen to feedback, and make improvements based on what your customers are telling you.

With a strong customer-first mindset, you’ll turn every interaction into a positive experience and build a business that stands out and thrives!

Show your loyal customers some love

Want to keep your customers coming back for more and improve customer service? Here’s a little secret: show them some serious love with a killer loyalty program! It’s like giving a big, warm hug and a high-five all at once. When you reward your loyal customers, you’re not just saying “thanks”—you’re turning them into raving fans who’ll keep coming back for more. Here’s how to do it:

• Create rewarding offers: Give your regulars perks they actually want. Think points for every purchase, sweet discounts, or early access to new goodies.
• Personalize the experience: Use what you know about your customers (by tapping into customer data) to make their rewards extra special. If they’re always buying a certain product at your retail store, offer discounts or bonuses related to their fave items. Personal touches go a long way.
• Make it easy: Keep the program straightforward and user-friendly. If it’s too complicated or hard to redeem rewards, customers might not stick around. Simple and easy wins every time.
• Celebrate milestones: Mark special occasions like anniversaries or birthdays with extra rewards or surprises. It’s a fun way to make your customers feel special and appreciated and a great example of exceptional customer service.
• Keep it fresh: Regularly update your loyalty program with new perks or special offers to keep things exciting. Fresh incentives keep customers engaged and eager to stick around.

Bonus Tip: If you’re using Epos Now, you’re in luck! Epos Now integrates effortlessly with top loyalty apps, so you can easily manage your loyalty program directly from your POS system. This means real-time tracking of points, seamless reward redemption, and automated updates—all without extra hassle.

Make sure your checkout process is smooth and easy.

If your checkout is clunky or slow, you’re risking abandoned carts and unhappy customers. No one likes waiting around or dealing with confusing payment steps.

Think about your customers getting frustrated, abandoning their purchase, or sharing their negative experiences. This can lead tolost sales and a hit to your reputation and potentially future retail business.

This is where a great retail POS system and smooth payment processing come in. A solid POS system keeps things running effortlessly, from tracking inventory to handling transactions quickly.

Pair it with efficient payment processing options (we're talking credit cards, digital wallets, pay by link, or contactless payments) and you’ve got a checkout experience that’s as smooth as butter.

By streamlining your checkout process, you’ll turn potential headaches into happy customers and completely improve the retail store customer service experience.

Let every customer know your policies upfront

Do you have a return policy? What about shipping fees or exchanges? Extra charges on certain credit cards?

If your policies aren’t clear from the start, customers might face surprises they don’t like—think unexpected fees, tricky returns, or exchange hassles. This can lead to unhappy customers and a negative shopping experience.

Imagine a customer who’s thrilled with their new purchase but then feels let down when they find out about hidden shipping costs or a strict return policy. They might feel misled and be less likely to shop with you again.

The solution here is to be really upfront about all your policies. Make sure your return policy, shipping fees, and any other important info are easy to find and understand. Whether it’s on your website, in-store signage, or on your receipts, clear communication helps set the right expectations and avoids any nasty surprises.

Handle declined cards with discretion

We’ve all been there—trying to pay, and then the dreaded “card declined” message pops up. It’s awkward and stressful, and nobody wants to make a scene.

When this happens, keep it cool and handle it with care. Avoid drawing attention or making a fuss. Politely and privately let the customer know there’s an issue with the card, and offer alternative payment options. A quick, discreet approach can save them from embarrassment and keep the transaction on track.

Remember, everyone has a bad day or a card hiccup now and then. By managing these moments with empathy and professionalism, you’ll turn a potentially uncomfortable situation into a positive customer interaction.

Ask for customer feedback

Last, but most definitely not least in our list of tips for providing excellent customer service is asking for customer feedback. This is where you get to hear straight from the horse’s mouth about what’s working and what’s not.

Encourage your customers to share their thoughts and experiences through a quick survey, an online review, or just a casual chat. This feedback is gold. It helps you understand what your customers love and where you can improve.

Make it easy for them to provide feedback. Keep surveys short, and let them know their opinions really matter. Show that you’re listening and willing to make changes based on their input.

By actively seeking out and valuing customer feedback, you show that you care about their experience and are committed to getting better. Plus, it’s a great way to build stronger relationships and keep your business on the right track.