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!
