Associate being a help Desk Sales Associate help Company Policies Complaints
People think being a sales associate is an easy task. The person behind the counter is the first person the customers encounter, so this is the person that gets the complaints and sometimes the compliments. You can be sure there are far more complaints. If the average person looked at what is involved being the point of sales help desk associate, perhaps they would be more compassionate and patient.
On any given day the phones are ringing, people are in line and the store is short on associates. This routine can be extremely nerve wracking. It takes a person who loves working with the public to endure this activity on a daily basis.
An associate has to be diplomatic. They are the liaisons between the customer and the company they work for. Taking offensive actions by the customer complaining to heart is sure to lead to disaster. Many times an associate has to bite their tongue to stop a retort that may be less than professional.
Knowing what is in the store inventory at all times is a major requirement. Also knowing about the various product lines and where they are located helps making the associate job easier. Often times it is nearly impossible to leave you area to assist a customer find what they are looking for. By knowing the correct area of the products, you can usually send the customer to the appropriate area without leaving you register.
Handling the customer, while keeping with the company's policies, can be a daunting process. While most associates may agree with a customer about an issue with the product or procedure, they must adhere to the company's policy when dealing with returns or complaints. Associates want their customers to have a rewarding experience when they shop but they can only do so much when trying to adhere to the company's way of business. There are various rules dealing with returns, age restrictions and pricing that an associate has to follow in order to do their job. If the customer demand is beyond the ordinary, chances are the associate will have to get permission to honor that request.
Being a wizard of multitasking is the key to being a successful help desk associate. Being able to man the phone while processing a sale without being rude is a common task. Experience tells us the person standing in line is the most important person in the store. Now, however, companies are demanding their help answer the phones and let the customer at the register wait until the phone transaction is through. This goes against everything taught over the years about customer service.
Bouncing back after a nasty experience with an irate customer so as not to take it out on the next customer. This is a skill every help desk or point of sale associate needs to succeed when doing their job. Customers having a bad day seem to target the person checking them out. All the world's problems are laid at the associates feet on a daily basis. Rising prices, shortage of goods or even the weather being too warm or too cold, are fodder for a nasty experience. Shaking off the negativity of some people isn't always easy to do but it need not be laid on the next person in line.
It sounds as though being an associate is all negativity but nothing can be further from the truth. The are times when just helping a person find the right product for a gift or saving the customer a few cents with a coupon they may have overlooked, brings a smile to someone who was having a bad day. Thus they remember you the next time they shop and a friendship developes. The more you get to know your customers and their needs, the greater chance they will become repeat customers.
The basics is knowledge of the products, location of the products and how to handle the customers visiting you company. Having a handle on these three aspects of your job can make a rewarding experience for all involved.
