Not one of the practices in our series of posts about creating memorable customer experiences will make a difference in your bottom line if you don’t train your employees to execute them. In actuality, it might be argued that employee training is […]
Not one of the practices in our series of posts about creating memorable customer experiences will make a difference in your bottom line if you don’t train your employees to execute them. In actuality, it might be argued that employee training is the most vital component of creating memorable customer experiences. Without fail, all the stories we discussed about individuals and companies doing it right either online or in store were about workers, not business owners.
Train Retail Employees To Serve The Customers
Every employee who works for you ought to have an understanding that customer service is their number one priority. It’s not only the task of those in the call center or at the customer service desk. Keep in mind the story about the woman who lost the diamond from her wedding ring at Nordstrom’s? It was people on the safety and janitorial teams that helped her find it.
If you have ever been to one of the Disney Theme Parks, you have experienced a group of workers who understands full well that customer service is their job, no matter their title.
Train Retail Employees To Look For Opportunities To Be Kind
The world needs more random acts of kindness. From a business standpoint, extreme kindness goes viral. Enable your employees to perform acts of kindness for clients or to solve customer service problems in ways that go above and beyond. This may mean that you designate part of your advertising budget so that each retail worker has an expense account allowed for producing customer’s day. When the kindness goes viral, you will know that it was money well spent.
Train Retail Employees To Be Creative
Whether it is engaging in an online conversation like you are about the Star Trek Enterprise or shooting photos of a stuffed giraffe in various poses, your employees must know they’re free to be creative in the ways they interact with clients. People today understand when your interaction with them is scripted. That is not a memorable experience. Be creative, especially as you consider how to…
Train Retail Employees To Contain All Five Senses
As somebody in direction, you could easily mandate things be done in a shop that engages all five senses without explaining the”why” for your employees. But to do so is to dismiss the creative tools that your employees could be. Teach them the “why” and see how they respond.
Train Retail Employees To Enhance Your Opportunities Technology Provides
Educate your workers to utilize an iPad POS so that your customers do not need to wait in line. Provide incentives if your employees use their own social networking accounts to market something happening in the store. Give a seminar about mobile wallet technology so that they can help clients who struggle to use their new gadgets. The possibilities are endless, but only if your employees are well trained.
Educate Retail Employees To Teach Clients
Your sales force ought to know your product so well that they might teach a seminar on the principles to their loved ones and friends. For more detailed information, they need to have a means to research immediately while they continue helping a customer. That might look like assessing product info within an iPad or scanning a QR code with a smart phone. Ideally, however, your sales staff should be educators. The more they know the product, the more likely they’ll have the ability to match a client with exactly what they’re searching for.
Recall that education begins with you. Educate your employees to make memorable experiences for your clients. They’ll have the best impact in the long term.
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