Tuesday, May 6, 2014

Tip #123: Train Employees in Customer Service


Think about the last business you entered, retail specifically. Were you greeted upon entrance? If you received a warm welcome, did it leave an impression on you? Likely so as a warm welcome is no longer the norm when it comes to customer service. That’s why today’s tip is to train your employees in customer service.

One of the best examples of excellent customer service is the Apple Store. A Forbes article outlined the five steps of service that Apple Store employees are trained to follow for each customer interaction:

Approach customers with a personalized, warm welcome.
Probe politely to understand the customer’s needs (ask closed and open-ended questions).
Present a solution for the customer to take home today.
Listen for and resolve any issues or concerns.
End with a fond farewell and an invitation to return.

How are your employees doing at each of these steps? Oftentimes we assume that employees understand the basics of customer service, but it’s up to you as the business owner/manager to train them.

Remember, 70% of buying experiences are based on how the customer feels they are being treated (salesforce.com). So start preparing your employee training today!

P.S. The Opening General Session at the RCI Annual Convention & Industry Expo this June will provide more insight from industry expert Phil Bruno on building great customer experiences. Register online by May 16 and save $100 on full registration!

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