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Guide to Cross-Selling and Upselling

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❶Carving out deliberate windows of time for them to dig into other, relevant projects will keep them happy and creatively satiated. The first step in accepting a sales role is understanding that cross-selling and upselling are elements of proactive customer service.

Hire for (And Nurture) the 5 Critical Customer Service Skills

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Here is my favorite way to teach the importance of using these skills to provide excellent customer service:. We counted 12 blackbirds, 5 doves, 8 mailboxes, and children crossing the road, and all of them were tugging a giant red wagon behind them. Then immediately have everyone write down what they just heard you say. Use this game to illustrate how one should be listening to customers from the first words spoken, so they great a sense of understanding and make customers feel valued.

Sometimes customers walk right in with trouble on their minds, and you can tell it from a mile away. Thus, the first part of conflict management training is spot a potentially volatile situation in advance:. One angry customer can upset others and that is never a good thing for your business or others in your store. The key to teaching any habit is repetition, and there is no better way to get those repetitions than by practicing.

Take time to role play typical customer service scenarios that happen in your store with your employees. This allows you to directly set expectations related to how you want your employees treating your customers.

In order for role play customer service training to be the most effective, you need to have a plan. Try following these steps to build a great role play training plan:. Take time to think about what specific behavior or behaviors you are training your employees to carry out.

This typically includes lines for the people assuming the roles of employee and customer. Run through the scenario a second time, but now throw an unexpected twist, not scripted in the scenario. This allows your employee to handle the situation to your liking, or reveal their customer interaction weaknesses in the situations you are playing out. As you continue running through the scripts, you should see improvements in their performance.

Coaching can be one of the most frustrating yet rewarding parts of training. You are showing them how to greet customers, how to run the cash register, deal with returns, and much more. If you do, it will cause customers to avoid asking questions when they see you instructing employees. You could even lose a sale if you are not focused on customers due to training:.

Remember, like with anything in life, patience is a must with training by coaching. Stick with your employees and encourage them. The business showing the most knowledge about the products they sell wins customers back every time.

Have you ever walked an electronics store and asked for help programming your new phone? Here are three ways you can provide the product training your employees. These three things will help employees get the information needed to provide excellent customer service. Be sure to let your employees spend time reading and understanding basic facts about all the products and services you sell. Misinformation is one of the main reasons that customers become irate and difficult to handle. They will often return products, or quit using services based on bad product information, so make time and let your employees study up!

Who knows better about the taste, look, or use of a product than the person who makes it? Vendors are a great resource for employee product training, because they already have the information and materials need to train quickly and effectively. Just ask any of the vendors who service your store to schedule some time to speak in one of your staff meetings. This is my favorite way to train employees on product information because it involves a bit of competition.

Each month you and your employees will each pick an individual item to promote in your store. The items with the highest amount of sales dollars wins some predetermined prize. I like taking the winner to lunch or giving them some sort of gift card as prize.

Using this technique to train on product details not only spurs competitiveness and camaraderie among your employees, it also portrays a business that is built serving customers to the best means possible. Now that you know how to perform great customer service, how do you get others who work in your store to perform great customer service too?

If you want them to wait 20 seconds before greeting customers or say a catch phrase every time a customer walks in the door, then tell them. It will serve as a constant reminder of how you want them to interact with your customers.

Remember, as a leader, you are never beyond meeting the expectations you set for others to meet. You are a leader, and effective leaders never ask their employees to perform in a manner that you would not perform in yourself. When you perform a task on the sales floor or handle a customer service situation in a certain way, your employees are watching. They will emulate your exact actions and responses when put in the same situations. See how this can spiral into a customer service nightmare?

It will leave you and your store looking like you never keep your word or follow through on anything for your customers.

Once you train people, you need to grade people on how well they do. This should include both informal feedback and a formal performance management process.

These conversations can be difficult to have. In turn, they will spin the feedback into the good habits you want to cultivate. Keep these points in mind when giving employee performance feedback. This is often the hardest and last thing anyone ever wants to do as an owner. We pride ourselves on getting things right every time, right? Rectify the situation for them. Letting customers and employees see this side of you helps build trust, and keeps customers coming back to your store.

Live the above steps everyday until they are second nature to you. Your employees and other around you will follow suit! Excellent customer service is a commitment and a hard task to master. Each customer that walks into your store brings with them their own unique set of wants, needs, and shopping habits for you to decipher. Remember it all starts with you. The other half you can get from this guide to finish polishing off the soft skills each of your employees need.

Be sure to check out Lightspeed so your customers have the best checkout experience possible. Click here for a free two week trial. Prior to Co-Founding Marc Waring Ventures he held a variety of senior level positions at successful startups ranging from mobile technology to institutional trading systems. Here are more articles on customer service. Thanks for visiting our site. You must be logged in to comment. Click the "Log in With LinkedIn" button below to connect instantly and comment.

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Visit Lightspeed People Interaction Training: The Three Pillars People interaction training typically includes 3 concepts about how to deal with people. How to interact with customers in casual situations, verbally and nonverbally.

It may sound simple, but subtle body language can make the difference between a peaceful and sour situation. In everyday life, we use shortcuts to guess what other people want. The final critical customer service and really, life skill is continuous improvement.

Train your team to get better every single day, week, month, quarter and year. Training your team to pursue continuous improvement requires two things: My favorite approach for motivation is the one percent goal: Try to improve your customer satisfaction score by a single percent. As James Altucher brilliantly puts it:.

Once you have a clear, doable goal in mind, the next thing you need to do is track your progress. Even a simple spreadsheet or pen and paper will work. Each week, take note of the stats that matter most: The five critical customer service skills are the most important thing you should hire for, and training for them is an ongoing pursuit that never stops.

Before a support employee ever interacts with a customer, they should spend enough time inside of your product to give a confident demo and answer every common technical question about it. Have them spend a few days testing the product and studying your Knowledge Base and your Knowledge Base had better be good; more on that in an upcoming post. This is also a good time to assign a mentor to the new hire. In this stage, the mentor should test the trainee on their product knowledge, asking the types of questions that come in every day from your customers.

An uninformed support employee will frustrate your customers and slow your entire team down. In Groove, we also use the Private Notes feature to let new employees ask questions of their mentor. After the trial period, you should have a fully-trained customer service pro, ready to take on the world! Because continuous improvement is one of the critical customer service skills, we never stop training. By following the steps above, you can turn new hires into support pros, and support pros into one of the most effective assets your business has.

Len Markidan heads up marketing at Groove. Read his latest posts or follow him on Twitter You might also like:. Use these tips to turn new hires and seasoned pros alike into masters of support. If you follow this blog, you probably already know the answer. In fact, a happy customer, on average, tells nine people about their experience.

The benefits of having happy customers are undeniable. Empathy Positivity Patience Clarity Improvement. Spend time with people who are different than you. Your team has many opportunities to do this each day. Encourage them to strike up a conversation with the barista at their coffee shop, or simply engage with colleagues in other departments on a regular basis.

These cards are designed to help your team better understand the way your customers think and feel.

A New Era for Customer Service Training

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How to turn customer service into your secret weapon using the best customer support skills and tips available. Download the free customer service guide as PDF.

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This guide is designed to take a more systematic approach. The articles here will teach you what good customer service is and give you tools to assess and improve customer service in your small business.

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Empathy is the single most important customer service skill.. Why? Because if you want an employee to help your customers be happy and successful, it’s important for that employee to understand what happiness and success mean to your customers.. And if you want an employee to help your customers out of a jam, it’s crucial for that . Our free, comprehensive guide will give you all the customer service training ideas you'll ever need. From first days to 6 months and onwards—it's all here!

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The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional/5(11). Are you in need of customer service training ideas? Our free page guide has advice on building, growing, and training your customer service team.