When it comes to customer service, there are several challenges business’s face today. First, understanding what service expectations their customers have. Secondly, how to recognize those expectations, and thirdly, how to begin to train their sales staff to meet those expectations.

By discovering “What” your customers needs are and training your staff to meet those expectations, you can begin to grow your business. What we have found is that more often than not, when a store provides poor service, it is not typically the fault of the sales staff, but the managers.

If the managers you have in place are not coaching, training and encouraging the sales and customer service staff, the chances are they are going to serve your customers how they see best.

Unfortunately, a good percentage of time, the way they will serve your customers if it is left to them is not how you would serve them. What’s worse, it is not how your customers want to be served. When this happens, they go where they can receive the level of service they expect.

Often times a company will employ the service of a “Mystery Shopper” company to discover the deficiencies that may be present within their organization. When the information comes back, they see areas that need improvement. However, when they review the information, they tend to “React” rather than to “Act” on the information.

The typical reaction is to immediately look for a way of fixing the problem rather than discovering why the problem exists in the first place. When this approach is taken, the problem generally continues to surface and changes are minimal if at all. The solution lies in discovering “Why” the problem exists, and then you can begin to implement the necessary changes to correct the problem.

A great deal of the time, managers simply fall into the routine of daily tasks and overlook the foundation of service that was once in place. Therefore, it is just as important to continuously train your managers on a regular basis as it is your sales staff. Other times it is just as simple as giving your managers either a refresher or a simply new way of implementing training.

Because we understand that if the information we provide our customers is not utilized correctly, they will not receive the full benefit that they should. When this happens the information becomes of little value. With this in mind, we make every effort to work with each of our clients in order for them to realize their full potential from the information we provide.

Therefore, we have recently formed a partnership with The Brad Worthley Group which we believe is one of the greatest industry resources to our customers in the area of customer service training.

 This partnership allows us to offer our customers a great deal of resources in various areas of “Service Training Excellence”.

Brad has trained hundreds of thousands of people throughout a wide range of industries. His expertise spans key performance areas such as leadership, teamwork, sales, service, communication, customer perception and motivation.  Brad also presents customized high-energy keynote presentations on these subjects, and others, as well.

Through our partnership, we can offer our clients either live seminars conducted by Brad Worthley or video series with work books that can be facilitated by a member of your management team.

To learn more, please visit:

Brad Worthley International, Inc.
www.BradWorthley.com
Customer Service & Leadership Experts