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Tag Archives: Employee Training
The role of mystery shopping in banking
Whether employees recognize it or not, the financial industry is one where they have substantial responsibility. After all, they are tasked with guarding the investments of and personal finances of their clients. People walking into a bank, for example, have … Continue reading
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Tagged banking services, Customer Satisfaction, Employee Training, financial industry, Mystery Shopping
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How a Mystery Shopping Service Can Transform Your Staff
There are some employers in the retail industry that see high staff turnaround. Often, this is because they hire young staff and don’t bother to invest in comprehensive training. They believe that their employees are dispensable – those that aren’t … Continue reading
The Real Customer Service Story
Corporate leaders dramatically overestimate how much the customer wants to talk to a customer service representative. They believe customers value live service twice as much as self-service. HBR’s data shows customers are significantly indifferent to that claim, and they value self-service just as much as they value using the phone. More interestingly, that indifference doesn’t change across their demographic, issue type or urgency. Continue reading
A Modern Day Customer Service Parable
Too often you hear stories about people’s customer service nightmares and commiserate with them as you talk of similar experiences. The Virgin Group founder Richard Branson recently shared a story about customer service himself, but the story ended with a satisfied customer and not a disgruntled one. Continue reading
Indifference vs. Difference
They called it “Concierge Training” and made sure everybody who worked for the mall including the maintenance staff know what the expectation are. As a side note, it turned out that the maintenance staff is especially adept at applying the high standards.
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Customer Experience Program: “Where Do I Begin?”
Through our blog and whitepapers we’ve discussed examples and methods on how to improve your customer experience but every program needs a starting point. Your starting point is typically with training and education. Jay Goltz for the New York Times … Continue reading
Why It’s Important to Train Sales Associates During Hard Economic Times
The Retail Consumer Dissatisfaction Survey, mentioned in this stores.org article, reveals that 33% of customers are unable to find a salesperson, 25% are ignored completely by assciates, and 6% leave because of lack of trained help. Poor customer service results … Continue reading
Does Your Green Customer Loyalty Program Stand Out?
Tom Ryan of RetailWire.com recently started a discussion on greening loyalty programs. From chlorine-free diapers to recycled trash bags, brands are coming up with creative ways to join the green movement. How can you make your green customer loyalty program … Continue reading
