More and more consumer are going online to purchase products and using self check-in and self checkout facilities at airports, libraries and super stores. The role of the customer service provider is being taken over by machines.
The role of the customer service provider has changed forever.
Customer service used to be provided by sales people in many organisations and these people can be a liability to the business rather than an asset.
People in these roles that are processing customers can be liability to the business. The day of the sales person is limited and successful organisations are replacing customer processors with people who will make the customers day.
Traditional customer service training revolved around finding the customer’s needs and wants and then serving that customer. Today’s customer starts their buying journey in their own home and the wants and needs decisions are made in the home in front of a smart phone, tablet or laptop. Recent research revealed that 50% of these customers then went to the store for reassurance and 90% of them left disappointed with the experience they had with the store ambassador.
Today’s consumer does not want to be processed, they go into a store for engagement and an experience and team members that do not provide this can be costing companies money.
Because of this change in how we relate to the consumer John Stanley has developed a conference presentation and workshop entitled “ Day Maker” . This presentation looks at the changing role of the company representative and the attributes and skills they and the company need to ensure that the consumer walks our satisfied and becomes an advocate for the business. This presentation or workshop goes through the ten steps to success in a world where consumers are looking for a different experience when engaging with a business.
What are the ten steps?
- Has the business got the correct culture to allow team members to provide the experience the consumer is looking for. Many businesses do not have the culture to move forward.
- Ensure the business has a “clicks and bricks” strategy that actually works and all team members are aware of what is happening in the “clicks” world in the business
- Have a recruitment policy that is attractive to people who enjoy engaging with consumers
- Interview new people with an awareness of looking for engagement skills rather than knowledge skills
- Ensure existing team members are aware of the skills that are needed to grow sales
- Introduce a regular training programme such as “Day Maker” to build the awareness.
- Out teach not out sell the completion as a strategy
- Ensure you have a motivation strategy that actually works
- Empower team members to make the best decisions with the consumer
- Measure success using a professional mystery shop audit on a regular basis
The future is not a “clicks” world it is an integration of “bricks and clicks” in the same business. It does mean the business needs “day makers not salespeople.”
John can be contacted at firstname.lastname@example.org
John Stanley Associates
Postal address: Chestnut Brae, PO Box 200, Nannup, Western Australia, 6275, Australia
Mobile: 0407 809 914