5 Ways to Grow a Culture of Customer Loyalty
In a previous article on this blog we noted the amazing ROI that sales training can provide for retail employees. Why, then, is this type of training seldom used in a retail environment?
Archive for the ‘Training & Development’ CategoryDoes Sales Training for Retail Make Sense? Part 2July 21st, 2010 by Seth BricknerDoes Sales Training for Retail Make Sense? Part 1July 20th, 2010 by Seth BricknerA long held belief in the retail industry is that it doesn’t make financial sense to invest in sales training for hourly employees. The reasons sometimes cited: (more…) Who Holds the Key to Performance Change in Your Organization?July 14th, 2010 by Monica PostellI’m a little behind in my industry periodicals reading. (I don’t suppose you can identify with that.) Anyway, I came across an interesting article in the May 2010 issue of ASTD Training & Development magazine by Barbara Carnes called “Manager: The Forgotten Training Partner.” I had to laugh when she described a “typical scenario” about a manager approaching learning and development for help with some training. After the “usual discussions about outcomes” the L&D person suggested a training plan to which the manager replied, “Can you do it in less time?” Hey, that happened to me! I cringed in recognition when she suggested that the real message behind that question was something closer to “Can’t we just get it over with?” I can’t blame a manager for saying that. Time is precious and if I don’t understand the value of something I’m unlikely to lend my support or give up my time (at least not without a lot of whining and excuses) to participate. Moonlighting My Way to Customer Service SkillsMay 12th, 2010 by Vasudha DemingDespite holding what must be one of the best management positions in the entire training and development industry, once a week I venture out of my office, put on a uniform and wait tables in a small, friendly restaurant in my neighborhood. The Secret Value of Unorthodox Call Center Customer Service TrainingMay 11th, 2010 by Monica PostellHow does new hire training hatch great customer service representatives? Sure, hiring the right people is a critical starting point but, as I learned from Graham Kingma of WIND Mobile, being unafraid to try some rather unorthodox customer service training can produce a real bonanza of benefits. WIND Mobile, a Canadian start-up, is Canada’s fourth mobile service provider. I just saw a video post of Kingma talking about how his organization built their call center from the ground up. The Real Value of Customer Service ClassesMay 10th, 2010 by Monique Castillo“Do I really have to attend class? I already know how to help our customers.” What Customer Service Skills Are Most Valuable?May 5th, 2010 by Seth BricknerWhen it comes to important customer service skills, communication leads the pack. Strong communicators have the best chance of getting people to open up, understanding their needs and helping resolve their issues. Customer Service Starts With Your StaffMay 4th, 2010 by Peggy CarlawI just read an interesting article in Inc. by Tali Yahalom called “How to Improve Your Company’s Customer Service.” In it, she says that improving your customer service starts with your staff. She then goes on to talk about establishing service levels, using online tools like CRM systems, etc. I agree with Tali. These all pale in comparison to her first point: having the right people talking with customers and the right people in front-line supervisory positions. Let’s Hear It for the Little GuysApril 15th, 2010 by Peggy CarlawNancy Lublin wrote a thoughtful column in the April issue of Fast Company, called Let’s Hear It for the Little Guys. In it, she posits that we’ve overdone the whole leadership thing and “we’re not spending nearly enough time crediting the folks who turn all that visionary stuff into tangible reality . . .” Seminars, Training in Class, and E-Learning: A Valuable ComparisonApril 13th, 2010 by Peggy CarlawWith only so many training dollars to go around, those who need to improve the knowledge and skills of their customer service and sales employees must make some choices: send the employees out to a public seminar, train them together in class, or have them learn on their own in an e-learning environment. What’s the best choice?       |
||||
