Exploding the level of service in your organization
Regardless of what your stores sell, where they’re located, or even how exclusive or competitively priced your merchandise is, one thing is certain: If your customer’s shopping experience isn’t outstanding, you’re going to lose money—and even worse—market share.
Every online or instore purchase represents not just one, but a whole a series of actions taken by both the customer and your staff. Whenever a customer contacts your call center, browses your e-commerce website or enters your physical store, every contact they make with an employee becomes a part of their shopping experience. Will it be positive or negative? These individual “touchpoints” are what shape the customer experience, and the more touchpoints there are, the more that can go right…or wrong.
This course enables senior retail executives and store owners to establish an effective strategic and tactical plan for creating, implementing and enforcing the type of service standards needed to ensure a world class customer experience every time.
Program & Course Components
Participant Workbook/Course Manual: Presents the written content of the course along with helpful steps and exercises designed to assess the potential benefits, identify/map your unique set of touchpoints and organize a team to spearhead your cultural change to a new, higher level of service. (Note that the course may be self-driven or facilitated in a classroom or group setting that includes other company executives).