Archive for the 'Selling Through Customer Service' Category
Tom Borg is a business growth specialist, consultant and speaker. He is the author of the customer service video training program for young employees aged 16-24 years, titled Simple Strategies for Customer Service
- To order or for more information contact (734) 404-5909 or firstname.lastname@example.org
Simple Strategies for Customer Service
A video training program for young employees aged 16 – 24 years.
This video training program is specifically designed for young employees and team members aged 16 – 24 years on the how to’s of delivering outstanding customer service to the people they serve.
Why it was developed.
Over the last few years we have discovered a disconnect in the way young employees have learned how to provide the kind of service their customers really need and want.
Technology and modern times have led to making it harder and harder to find and hire young employees who come with these specialized personal skill sets and are able to deliver high quality customer service.
When you stop to think how much it would cost to hire a professional trainer or consultant to come into your business and conduct a customer service training program for your employees it could easily cost as much as $1000 to $5,000 plus per visit. Not to mention travel and lodging expenses for the trainer and your cost per hour of having your employees attend the program.
Benefits of Using this Video Training Program with Your Young Employees
- When you think of the profit value of just one of your life time customers – one who buys from you again and again over minimum of 5-10 years, this program will pay for itself many times over.
- If you frequently hire new employees due to seasonal demands or because of a high turnover rate this program is worth many times what you will invest in the initial purchase price.
- It will shorten the time and the cost of retraining new employees on the basics of customer service.
- It is your training program in a box.
Through the use of examples demonstrating the wrong way and the right way to give high quality and truly outstanding customer service, your employees and team members will learn the best way to deliver the kind of service that will produce loyal and life time customers.
To provide for maximum learning for your employees this program is divided into 10 convenient lessons that address specific areas of customer interaction.
1. Greeting Customers in a Friendly Manner with a Smile and Eye Contact
2. Providing Prompt, Friendly Service
3. Focusing on the Customer
4. Using the Customer’s Name
5. Using the Words “Please” and “Thank You”
6. Helping the Customer Find What They Need and Want
7. How to Respond to a Customer’s Suggestion
8. How to Respond When You Don’t Have What the Customer Wants
9. Complementing the Customer’s Purchase
10. How to Handle the Customer at Closing Time
As a result you can have your employee focus in on some or all of the specific lessons at their own rate of learning. You can have him or her go over it as many times as it takes for them to master the skills being learned in one or all of these sessions.
Here are the key features and benefits of this excellent video training program.
- Comes on an easy to use flash drive – just plug it into your lap top or desktop pc.
- 1 hard copy of the Manager or Facilitator’s workbook
- 5 hard copies of the employee’s work book
- An additional built in feature is you have the option of printing unlimited copies of both the manager’s and employee’s workbooks directly from the flash drive.
Comes with the feature that allows you to create customizable course completion certificates. This means that your employee will receive a sense of accomplishment and positive reinforcement for his or her achievement, signed by you.
- The program can be completed by the employee in approximately one hour – so it saves you time by allowing your employees to use their time effectively and efficiently.
- Train new employees as you hire them, anytime.
- Free shipping and handling – so there are no hidden costs, subscriptions licenses or memberships.
- One year money back guarantee so you can be assured that you are getting your money’s worth.
View a preview of it here: http://bit.ly/140w0Ht
All this for only $997 (includes shipping and handling).
It is an important tool you can add to your training resource library and use again and again no matter how many employees you have or will hire. As a result it will save you time and money by providing a consistently high quality training experience for your young employees.
For more information or to order contact us at: 734-404-5909
Order from our website: www.TomBorgConsulting.com
or email us at: TomBorg@TomBorgConsulting.com
How Some Employees Drive Away Their Customers
By Tom Borg ©2013
Day in and day out, employees say some stupid things that should get them fired. Instead of the employee being fired, their customers quit. Especially, in today’s economy, one would think that it would be best to be flexible with customers’ requests, and to go the extra mile to satisfy their needs and wants. But alas, the following responses are all too common.
One of the most common statements made is nothing. That is, they see a customer who is communicating the body language of “somebody please help me”, and what does the worker do? He or she avoids looking at the customer and says nothing. Maybe the employee is new on the job and doesn’t feel like he or she could help the person, or maybe they just don’t care. What they need is help in correcting their response. A better way to handle this situation is to ask the simple question, “How can I help to you?” This question is a bridge builder, and a good conversation starter. It gives an opportunity for the customer to communicate his or her needs and wants.
The second witless thing employees say is “We can’t do that.” This statement would be better phrased in this way: “We might not be able to do that, however, here are a few options for you to consider.” The key here is to give the customer options. People like to have a choice. They don’t like to be told what they can’t do, but rather what they can do. By putting it this way, it builds customer relationships, rather than eradicating them.
The next ignorant thing a staff person says is: “If it is not on the shelf we are out of it.” A different way of handling this situation would be to respond with the statement, “Let me check our inventory for that item.” By making the attempt to check for the needed item, it begins to build a service relationship with the customer.
The fourth brainless response to a customer’s call for help is: “I am going on my lunch break.” What this communicates to the customer is that they are an interruption to that employees’ day, and are preventing them from doing something much more important than helping a person who wants to spend their hard earned money. A better way of responding is to simply take care of the request, then take a lunch break. If that is not possible, find another employee who can help the customer.
The final thoughtless set of words an employee can uses to respond to a customer’s request for assistance is: “I don’t think we carry that item anymore.” Once again, it would be recommended that if the employee is in doubt about an item, he or she check the inventory. If it is no longer stocked, be prepared to give the customer the name and location of a few different places where they can purchase the item.
In summary, the number one reason why customers “walk” or “vote with their feet, cross the street, and shop your competitors, is because they get the feeling that the store or business representative does not care. Remember, the ultimate person responsible for making sure employees perform well is the business owner. By educating and training your employees to respond properly to customer requests, you are building the foundation for a successful and profitable business.
Tom Borg is a business growth specialist, consultant and speaker. He is the author of the customer service video training program for young employees aged 16-24 years, titled Simple Strategies for Customer Service.
For more information contact (734) 404-5909 or email@example.com
Advanced strategies for amazing your customers.
Tom Borg is a business growth specialist, consultant and speaker. He is the author of the customer service video training program for young employees aged 16-24 years, titled Simple Strategies for Customer Service – For more information contact (734) 404-5909 or firstname.lastname@example.org
By Tom Borg ©2010
Do you know the names of most of your customers? As Dale Carnegie said, “A person’s name is to that person the sweetest and most important sound in any language.” Research has shown that there is a particular chemical reaction that takes place in our brains when we hear our name.
An easy way to experiment with this idea is to walk into a crowded mall and call out in a loud voice, a common name like Bob or Linda. You’ll see many people by the name of Bob or Linda turn around and look at you.
If you or your employees are not regularly using the names of your customers, you are missing out on a technique that can help build a lasting relationship with them. An easy way to get and use the customer’s name, if you don’t remember it, is to read it off his check, credit card, or ticket stub. When in doubt, simply ask. A simple way to do this is to use the fill-in-the-blank method. It would work like this: “Hello, my name is Tom Borg, and your name is …..?
Once you get that person’s name, use it in the conversation a few times. It helps to write down the names of the customers you have trouble remembering. Review the list from time to time. You’ll be surprised and delighted at how easy you will be able to build a sincere rapport with your customers and building customer service in your business.
1. Name ten customers who frequent your business.
2. Look for ways to reward your employees between meetings when they remember and use their customers’ names.
Make it a point to visit my blog on a regular basis and you will find tips and creative ideas to help you create or fine tune the one you already have.