Customer Service Training

One thing is for certain, meeting customer's expectations is critical if you want to survive in today's very competitive world of retailing. Exceeding these expectations will provide an opportunity for your business to stand out from the opposition, and by doing so create a willingness within the customer to return. Customer service training is an essential part of creating a successful retail business.

Sounds simple doesn't it? And yet so many businesses today pay very little attention to the standard of customer service their staff is delivering.

Instead quite often the focus is on operationally duties like, stock replenishment, store presentation, merchandising, stock handling, paper work, meeting promotional deadlines and yes, even selling.

While all of these are critical functions of a retail business, none of them come close to the value added to your business, through providing outstanding customer service.

It has been widely known in business for decades, that when customers are unhappy with the service they receive in a retail store they have an overwhelming urge to share their unfortunate experience with whoever will listen to them.

As a rough rule of thumb if a customer leaves your store or group of stores unhappy and dissatisfied, it is estimated that over 200 people will learn of that shopping experience.

And if you consider that potentially there may well be more than just one upset customer a day leaving your store or stores, then it is very easy to understand how damaging this can be to the reputation of your business and even possibly close you down.

We are often told by retailers that they believe their customer service is "pretty good" yet very few of these companies bother to test that belief through a mystery shopper programme, let alone invest in Customer Service Training, retail coaching or retail sales training.

Delivering consistent outstanding service to your customers requires far greater commitment than many companies realize. It means providing a positive shopping experience, satisfying the customer's needs, meeting and exceeding their expectations and going the extra mile with each and every customer, each and every time they visit your business.

Let us help you identify how effective your customer service is, and then if required establish a customer service training programme to ensure your people are delivering the first class service all customers deserve.

Customers perception of your business is crucial and if you want them back it needs to be positive, because quite simply if you don't have them, you don't have a retail business.

Call us today on (09) 299 7706 or 021 670989, or email us for a consultation.