Training On Customer Service
Five factors of a jaw-dropping shopping experience
What factors comprise an incredible customer experience?
Wharton’s Jay H. Baker Retailing Initiative partner with Verde and the Retail Council of Canada to find out exactly.
The team asked 1,006 shoppers in the US and Canada “can you think of a shopping experience that you had in the past sixth months or so that was especially great in that the experience created delight and surprise for you in any way?”
The team extracted five categories the customers’ evaluations revolved around.
1. Engagement: how interested service reprsnetatives and sales people appear to be in the problem or issue at hand. Bieng knowledgeable about the product and curteous were key specifics that over half of respondents mentioned.
2. Executional excellence- how efficiently was the transaction handled? Was the product in stock? How well did the sales person explain the product and communicate its value?
3. Brand Experience: Pleasing store design and atmosphere played a big rol, along with meeting the expectations of product quality and how special the customers felt.
4. Expediting- time, convenience, etc. How long were the lines? Employees being proactive helped ehance the delivery of satisfaction in this area. Another important point to include during training.
Bottom line- Aesthetics, store atmosphere and personnel coupled with value and product quality, comprise customers’ ultimate judgement. Training staff to excel on all points is criticial for delivering an excellent customer experience.
Tags: Training in customer service, retail training on customer service, customer service training, training about customer service, training service representatives.
Related Business Training.com Resources
Tags: Customer service training, retail training on customer service, training about customer service, training in customer service, training service representatives
