“In the coming years, everything that can be digitized will be digitized. But there’s one thing that can’t be digitized and that’s the customer!” I came across the Accenture Digital Disconnect in Customer Engagement report, which was published recently, and found some very interesting trends in customer
Read more →Archive for the Customer Service Category
Every retailer has expectations of their staff – uniform requirements, how to complete tasks, how to serve customers etc, etc. However I find that a number of staff certainly don’t meet my expectations, let alone exceed them, when I’m a customer. Why is this the case? Maybe
Read more →Every retailer has their own set of Golden Rules – the rules their staff need to follow when dealing with customers, when performing their duties, and the general rules of the business. My question is always – do you and your staff live by these rules?
Read more →I have spoken a few times about the challenge of online sales to the traditional bricks and mortar (B & M) stores. The growth of online sales continues to outstrip B & M stores growth and shows no signs of slowing down. Recent data shows online sales
Read more →Every retailer on the planet wants to sell more products or services to every customer that walks into their store or makes a purchase online. However so many times I see the action (or inaction) of retailers preventing the customer from buying. In the stores, it can
Read more →I still find it fascinating and very disturbing when a business doesn’t handle a complaint well. It is so easy for customers to simply go elsewhere, there is so much choice these days. If you’d like some simple tips to better handle customer complaints click here for
Read more →I read a great article about a retailer in the US who seems to have a way to reduce the massive challenges with recruiting and managing their team. The retailer, Pal’s Sudden Service, a smallish US based fast food chain, was recently featured in a great article
Read more →One of the biggest areas that we help managers and franchisees with, is how to give effective feedback, that staff actually take on board and then improve their performance. Most managers struggle in this area because they are never taught an effective way. Just by being promoted
Read more →I believe that being a great leader is very challenging, not only do you have to be focussed on your own performance, but also the performance of others. Leaders can’t have a bad day, even a bad moment, as this sends the wrong message to the team
Read more →I’m an absolute passionate fan of great customer service and being in the training game for almost 25 years, it’s not hard to work out that I’m a massive supporter of investing in customer service training. Yet not everybody thinks that customer service training is worth the
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