There is no industry in which customer service plays a larger role than in retail. Consumers have become more knowledgeable and more demanding. The competitive landscape continues to morph at dizzying speeds. Training for retail employees has a direct and immediate effect on sales, word-of-mouth and customer loyalty. Our clients have reported increases in sales and gross margins of up to 40%.
Why does customer service training make such a difference? It’s because customers want in-person experiences to be outstanding. It’s the reason they visit bricks & mortar stores – because they want more than the impersonal, search-and-click experience.
The reality, however, is that the customer experience in most retail stores is mediocre at best. So, when your team delivers consistently awesome experiences, you stand out in peoples minds. People talk about you in a good way. They share their stories about you on social media. They come back.
There is no industry with a more clearly defined cause-and-effect relationship between customer service skills and business performance. We can show you how a program will usually pay for itself within just the first month.
Training, when it is done well and when the proper support structure is in place, doesn’t just improve individual skills. The concepts and expectations become part of your culture. A strong culture is the best defense against high turnover.
To quote the late Zig Ziglar, “The only thing worse than training an employee and having them leave, is to not train them, and have them stay.”
Belding has been a global leader in retail customer service training and sales training programs for over 25 years. We’ve worked with retailers in The United States, Canada, Caribbean, Europe, Asia and Africa. Contact us today to learn more about what we can do for you.
How One Person Can Create Unshakeable Loyalty
The Six Pillars of Customer Service are the strategic starting point for the development of our award-winning customer service training programs
Outstanding Customer Service
Belding’s award-winning Outstanding Customer Service workshops are ideal if you are looking for highly-successful in-house customer service training sessions for your team.
The Outstanding series has three levels and includes a certification option.
Each module is carefully customized for your team and the specific nature of your customer interactions.