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:
Retail Customer Service Training Workshops - A Priority for Every Retail Business
Customer service is a part of every customer service employee's job description regardless of position. This is particularly true in retail stores where customer satisfaction is a determinate in not only the customer's willingness not purchase product but also in their desire to return to the store. Companies make a huge mistake by underestimating the role of repeat business in their bottom line, and the best way to ensure repeat business and healthy profits is to be known for excellent customer service. All customer service employees should work toward excellent customer service. Without it, the company will not succeed and there will be no jobs. Customer service is one of the most important aspects of job security and company survival.
A good standard for an customer service employee is to treat customers as you would want to be treated and remember these expectations. Excellent customer service is what we all expect at any place of business, especially retail stores. Customer service training for retail associates and managers should always include this "golden rule" as one standard to which customer service employees should strive to meet, and it should be a constant reminder throughout their work.
Customers at any place of retail should be, and are, the first priority. Without customers there is no business; and without business, you have no job. As soon as a customer walks into your place of business, the focus should be on them. Greeting the customer correctly is highly important. If you were shopping for an outfit, would you want to be greeted by a sad-faced customer service employee who obviously hates their job? No. Greeting customers with a smile will make them feel invited to shop, free to ask questions and want to spend their money and time at your store.
At times, there will be more customers that come in with a more challenging or difficult demeanor for a reason unbeknownst to you. However, greeting people with a happy, "I love my job" voice will go a long way in making them leave glad they stopped by. Handling the more difficult customer is a valuable topic to discuss in customer service employee training, as we all know that customers do not always enter a store with a smile; but this scenario can also be handled professionally. If you struggle in this area, rest assured as there are proven techniques available to assist.
In retail, checking in with a customer occasionally while they are shopping is an effective way to send the message that the company cares and is grateful for their business. If you happen to notice a shopper looking lost, confused or frustrated, take it upon yourself to ask if they need assistance. Keep yourself educated on all the retail products sold in your store and be prepared for any question. Make sure you know all the answers you may need to assist a customer beforehand, but also be sure to keep your expressions of product knowledge balanced. Bombarding customers with information when they really just want to shop in peace can be a huge turn-off.
For clothing retail stores, be sure to periodically check on customers in the dressing rooms, but do not annoy them by interrupting too often. If they happen to ask for your opinion, always be honest and polite when making suggestions. Once a customer has made their selections and is ready to check out, point them to the register. If you are the register clerk, make sure they found everything okay and to their satisfaction. If they have any complaints or suggestions, take note and possibly suggest them to your manager. After the sale has been finalized, smile and thank them for shopping at your store.
Retail stores should have great customer service and offer regular materials for its customer service employees to remind them of its importance, perhaps customer service videos or handbooks. From beginning to end of any customers shopping experience they should feel wanted, informed and helped. Make the customer feel important, and they will continue to shop at your retail store. Remember, a happy customer today is another customer tomorrow-repeat business is the foundation to a company's future success.
Source:
Catherine Rodriguez-Brown:
link
Article Content: Customer Service Training Workshops
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
