Role-playing happens when two or more people act out roles in a particular scenario. Some retailers can’t afford, , our retail resource center which contains guides and on-demand training on using the software and on becoming a better retailer; and we’ve also teamed up with. This can help employees see that emotions are key in brand loyalty. Talk to her and find out what's going on. Some people learn best by doing, so we focus more on role-playing. Incorporate virtual reality. Saying "What's up?" Responding with "Yeah, no problem" instead of "You're welcome. Nodding your head as if to say "yes, I understand.". Without a single training plan, managers and co-workers may train each staff … Good to know that group interviews are as beneficial to the applicant as it is to the employer. He's been wearing the same thing for years, and I think it's time for a change. Nordstrom believes the best people are have been trained by their parents while growing up.”, Another notable example is JetBlue. According to the Disney Institute, the airline believes that you can train for skill, but not for attitude, and it “has embedded this conviction in its front-line hiring process.”. An overly casual tone could show a lack of professionalism. Something that would last a few years? If you answered yes to any of these questions, keep reading. During larger staff meetings, allow time to role-play as a group.  Put a bunch of “What Would You Do?” scenarios in a hat and give everyone a chance to get up and act out the perfect sale. Start your customer service training sessions with a simple question: "How would you want to be treated if you were a customer here?" Pay attention to the rules and guidelines that you train employees on. ‘‘We can hire nice people and teach them to sell, but we can’t hire salespeople and teach them to be nice.’’ – Bruce Nordstrom [Tweet this]Â, As you might have guessed, Nordstrom is one company that hires people based on attitude rather than experience. … Good customer service is essentially good problem-solving. “People learn and retain information best when they are using several aspects of their brain simultaneously,” comments Hakopdjanian. Think about it this way. The past decade has been characterized by accelerated product cycles, including the … From there, the employee determines what additional information is needed to find a solution. https://www.trainingconnection.com. Do you think your store could use more motivated, top performing employees? when "Good morning" can be said instead. Here's an example of how the conversation might go: Customer: "Hi, I'm looking for a winter coat for my son, but I'm not sure where to start. It’ll be much easier to train a positive person who’s open to learning and who shares your values than it is to modify someone’s default attitude and disposition. This also helps when looking for opportunities to develop their skills further.”. According to Michael Provitera, author of Mastering Self-Motivation, retailers can “develop a system of continuous improvement for their staff using Total Quality Management techniques.”, “Knowledge retention can be enhanced with knowledge management tools, the use of technology, newsletters, best practice examples, publications, and most importantly, monthly staff recognition.”. While these are necessary to keep employees in line and ensure consistency in procedures, there may be some areas in your business that don’t require rigid rules. Life/Health: 800-371-9622, Contact Us or your local Pekin Insurance Agent. Customer service training activities: Although customer service reps are part of a team, they can often feel isolated as they interact with customers individually. want your staff to be up-to-date on all of the products you sell as well as best practices that improve sales and decrease common retail security issues like inventory theft Customers respond well to common courtesy, so train your staff to retain these phrases in their permanent vocabulary. Gain Loyal Customers. We’ll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably; we hope they will be fair and reasonable with us as well.”. In some cases, it may be more beneficial to empower employees to use their judgment and be creative. This isn't a great time for idle chit-chat or a long life story. That’s why it pays to hire trainable individuals with the right attitude. 2505 Court Street We stand behind our goods and services and want customers to be satisfied with them. Quality will dip if you don't hire enough employees or invest time and resources in training. You need to know when to talk with a customer and how to end the conversation before you overstay your welcome. To drive this point home, you should ban cell phone use by employees in all areas except the break room. Based on their responses, the t… *Read the full article here or watch a sample training video from Graff Retail’s Get Selling! Customers with questions expect respect and cooperation . According to the retail giant, when it comes to items bought in their stores, their return policy is… to, “We don’t actually have a return policy for purchases made at Nordstrom stores or at, . Nothing, if your employees deliver poor customer service. The unfortunate reality, which anyone who ventures into a mall these days can confirm, is that today's retail store employees often lack basic sales and customer-service skills. It All Starts With Good Onboarding. No one wants an,  "I don't know," followed by a shrug. Do Everything with a Smile. Customer Services is playing a vital role in every business. This mindset applies to upset customers, too. A simple smile makes the difference between a mediocre experience and a great one. Just like a smile, "please," "thank you," and "you're welcome" go a long way. Your customer service training should focus on the following traits of good body language: Some retail employees make the mistake of speaking too informally with customers. These customer service … Pekin Insurance If you or your staff have issues with completing the training sessions, consider modular training. Customers could air grievances on your business's social media channels, so respond to these issues yourself or encourage your social media manager to take the conversation offline. If your staff has the necessary skill set, that’s a good start. Some of the best interviews at the best companies that I’ve been to have been group interviews. What you can do, however, is look at the different areas of your business and determine which ones need strict rules and which ones don’t, and then train your employees accordingly. In the book The Nordstrom Way authors Robert Spector & Patrick McCarthy talk about how the department store puts the attitude over aptitude concept to practice. Sometimes all it takes is one broken link to lose a precious customer … Thanks for sharing your thoughts Mike! 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