Poor Interpersonal Skills Loses Retail Customers Faster Than You Can Blink
A recent customer experience impact report by Harris interactive found that:
“Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.”
Retail customers value customer service.
With more and more people purchasing their items online, the fact that somebody has actually bothered to leave the house should be appreciated.
In fact, your customer will expect to be appreciated.
It’s up to your staff to do this – it’s up to your staff to make them feel welcome and wanted.
So what’s the best to achieve this?
Teach your staff through a retail training video
A retail training video is the most effective way to teach interpersonal skills to your staff.
A good retail training video will feature:
> A brilliantly written script
> A well shot story
> And characters – played by professional actors.
Your staff will need something to relate to – and people relate best to other people.
So having characters portray a real life customer service situation – almost a mini-drama – will be invaluable in their understanding of what’s required.
An E-Learning experience
The great thing about digital video is that it can be truly interactive.
A unique and engaging experience can be guaranteed by getting the viewer involved.
There’s no reason why a 2012 retail training video can’t have a question and answer section and the end.
Let the viewer put what they’ve learned to the test.
If they know what they’re talking about at the end of the video then they’ll know what they’re talking about on the shop floor.
Good interpersonal skills will bring your retail business more customers
A study by the Peppers & Rogers Group found that:
“81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition”.
A modern retail business needs staff with good – actually, excellent – customer service skills to keep ahead of its competition.
And the best way to teach customer service skills is through a well made, interactive retail training video.
It’s an investment that will pay off.
Find out more about how a retail training video can help you