One of the biggest assets for any business organization is CUSTOMER. If the customer is happy, any business will progress; if not, it will regress. Happy customers are the result of good customer experience. Good customer experience may depend upon many factors but one main factor is effective customer service.
In the retail sector, customer service is the differentiating factor among the various players operating in that segment. According to Peppers and Rogers Group (a management consulting firm on customer), 81% of the companies who delivered outstanding customer service outperformed their competitors. Gartner report states that 80% of your future revenue for an organization comes from 20% of the existing customers.
Lee resource Inc. states that 86% of the consumers would not like to return due to bad customer experience. According to Aberdeen group (a research firm), the major driver for investing in customer service management is to retain the customers.
All these statistics prove the point that customer service is vital for any retail firm to survive in this competitive digital age. In the retail sector, customer service starts at the store. The security guard who greets the customer with a warm smile marks the beginning of the superior customer service process. Then the sales staff who help customers find the product continue with the process. Hence, developing a talent pool that enriches customer experience at the store is a crucial factor to consider.
How do you train them?
Training programs on customer service to your retail store employees predominantly address customer interactions that the employees are likely to encounter, hospitality skills, product knowledge, handling grievances, and so on. An effective training should convert the learning into practice.
Delivering such effective training need not cost a pretty-penny. Choosing an online mode to deliver such sort of training in eLearning age can be an effective approach.
Online training on Customer Service
Critics argue that even though self-paced training purports to have numerous benefits, it faces huge dropout rates and the objectives of the training (that are tabled) are difficult to meet. This is very true when your online learning course looks just like simple PowerPoint presentations.
To engage and maintain the attention of learners in self-paced courses, the instructional design strategy for the content can be as follows:
- Use Scenarios
Some courses merely transfer information. Others provide a stimulating and thought-provoking experience. Stories and scenarios belong to the second category and are excellent means of enhancing learning experiences.
- Create Short Modules
If courses are broken into short, independent modules of say 10-15 minutes duration, it becomes easier for learners to make good progress on the course. It is a lot easier for any busy executive to devote 15 minutes a day for four days than one full hour on the same day.
- Use Realistic Examples
When you use real-life scenarios or examples, learners are able to relate it to an existing or familiar situation or fact. This helps build on their current knowledge, giving scope for knowledge transfer that has better chances of retention.
- Go Mobile
Because of the massive proliferation of mobile devices, increasing bandwidths and widespread acceptance of the mobile technology among the workforce, implementing mobile learning in workplaces is a great way to improve learning and enhance the performance of employees.
Such sort of training helps employees to get acquainted with real-life situations and when they apply the learning to their job, what we get is a bunch of satisfied customers increasing business productivity. Please do share your thoughts!