Customer Service Training Workshops:
Our customer service workshop teaches by doing with less than 15% lecture and 85% hands on
activities. Participants learn by Doing and not by being told. Exercises are
practical, realistic, fun and are skill based.
To maximize your customer
service teams effectiveness we suggest our custom, private
customer service workshops offered in house at the location of
your choice, usually in groups of 6 or more.
Contact
us for a free consultation on how we can best service your
training needs.
Workshop Objectives:
In our Exceptional Customer Service one-day
workshop
participants will:
- Understand how to handle inquiries and/or complaints in
ways that create improved, lasting relationships with your
customers or clients.
- Learn to promote positive "chemistry" between
your company and your clients by recognizing and
responding to the needs of each individual.
- Learn how to handle doubt, misunderstandings, and
objections.
- Acquire techniques for seeing issues from clients'
perspectives, creating value-adding options for clients,
and making sure clients recognize the added value they are
getting.
- Learn how to gain agreement from clients and reinforce
mutually satisfying long-term relationships.
Customer Service Training:
Customer Service Workshop - How to Make Current Customer Service Even Better
Success with dollar stores dictates you continually improve all aspects of your business. Whether it is increasing sales, cutting costs, improving the selection of core products or even taking your customer service to the next level, continual improvement is a necessity. But if there are no complaints about customer service and you don't see any big gaps, it is difficult to even know what actions to take, much less to take them. So your challenge becomes first to identify the right steps and then to make the right steps to improve the level of customer service you provide.
In this article I will present a variety of specific customer service actions every store must examine as a part of taking their customer service to the next level. While there is no need to take action on every action listed, those who seek long-term success with dollar stores must seriously examine each and every idea listed. They all support the idea of continuously improving customer service and support in your store.
Welcoming all who enter your store.
Just a quick 'hello' is all it takes to let shoppers coming into your store know you and your customer service staff are happy they came. Most will relax and take their time as they move from aisle to aisle examining all the products you have to offer.
Customer service employee-to-customer interaction.
The power of a smile should never be underestimated! Smiling is such an easy thing to do. The positive impact it has on shoppers, customer service employees and all others inside your store is amazing. Smiling is contagious; and it sets a very positive tone with all.
Clean, tidy and well-organized sales floor.
Success with dollar stores comes from making more and more sales. Shoppers will stick around longer when they are surrounded by a clean, tidy and well-organized sales floor. The more time a shopper spends in your store the more products they sell, and are likely to purchase.
Appropriate signage.
Store signage is required inside and out. Customers need to know where your store is located, hours of operation, a little about the products you have available and events, specials and any other celebrations. Outside signage helps to accomplish these tasks. Interior signage can reinforce operating hours, where items are located, details about specials and items of interest to shoppers. Interior signs can also provide information about your business such as hours of operation, holiday hours, current specials and even the price of the products you sell.
New, different items coming in all the time.
Success with dollar stores requires having new, different, and interesting products available to your shoppers. In fact some shoppers will actually determine the days they shop with you by the scheduled arrival date/time of products of interest.
No lines at the check stand.
Never allow shoppers to be kept waiting when they are trying to make payment for the items they have selected to purchase. Acknowledge shoppers as they arrive for checkout and let them know it will only be a matter minutes until they are served. Develop a system to call back-up cashiers when the lines become too long.
Help carrying extra large orders to the customer's vehicle.
This is a very small action. Yet taking the time to help those requiring a little extra support sends a message to all that you and your customer service staff really care about the customer.
Superior products at bargain prices.
One of the surest ways to achieve success with dollar stores is by providing unbelievable products at very low prices. While there is a great deal of shopping and then wholesale pricing negotiation required to locate products falling into this category, it can be done. Invest the time and then enjoy seeing excited shoppers grabbing their share of the bounty you have to offer.
Success with dollar stores is achieved by making the entire shopping experience very positive. Make the experience one shoppers will remember. More frequent return visits and a greater number of items purchased when shoppers do come to your store are rewards for this effort.
Source:
Bob Hamilton:
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Article Content: Customer Service Workshop
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