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Customer Service Training

Customer Service Training. Jaren Crane Jason Bilanzich Alex Garrard Kathryn Johnson. Where is the Item Located? Problems with our Walmart’s Customer Service What We Must Know to be Better Speed Checkout Zone of Indifference Solutions.

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Customer Service Training

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  1. Customer Service Training Jaren Crane Jason Bilanzich Alex Garrard Kathryn Johnson

  2. Where is the Item Located? • Problems with our Walmart’s Customer Service • What We Must Know to be Better • Speed Checkout • Zone of Indifference • Solutions Overview

  3. Ipad • Shotgun shells • Jeans • Pillows • Fork, knife, spoon kit • Shoes • Baseball bat • Bottled water • Canned milk • Bed linens • Jewelry • Cologne/perfume Where is the Item Located?

  4. Ipad - Electronics • Shotgun shells – Sporting Goods • Jeans – Men's Clothing • Pillows – Home, Furniture, Patio • Fork, knife, spoon kit – Home, Furniture, Patio • Shoes – Apparel, Shoes, Jewelry • Baseball bat – Sports, Fitness, Outdoors • Bottled water - Groceries • Canned milk - Groceries • Bed linens – Home, Furniture, Patio • Jewelry – Appeal, Shoes, Jewelry • Cologne/perfume – Appeal, Shoes, Jewelry • Developing Pictures – Photo & Gifts Where is the Item Located? Answers:

  5. Checkout • Lack of desire to help customers • Training background Problems with Our Walmart’s Customer Service

  6. Checkout is SLOW • LONG lines and FEW cashiers Checkout

  7. Little Interest • Cultural Barriers • Fear Lack of desire to help customers

  8. Lack of knowledge of locating items • Pushing off customers to other employees Training Background

  9. Loyalty • Value • Customer Turnoffs What We Must Know to be Better

  10. 1- Continuously sharpen insights into areas where you may be falling short. • 2- Reduce or eliminate value, systems, and people turnoffs. • 3- exceed customer expectations to create a positive awareness. Earn your customers loyalty with 3 steps

  11. Value – the regard that something is held to deserve; the importance, worth, or usefulness of something.What the company intends to exchange with its customers • High quality and great value are very important. • Great Value brand should represent Great Quality as well. What is Value?

  12. Value Turnoffs • Systems Turnoffs • People Turnoffs Avoid Turnoffs

  13. Poor guarantee or failure to back up products • Quality not as good as expected • Price too high for value received • Overly complicated or difficult-to-use products Value Turnoffs

  14. Slow service or help not available • Business place dirty, messy, or clustered • Low selection or poor availability of product • Inconvenient location, layout, parking, or access Systems Turnoffs

  15. Lack of courtesy, friendliness, or attention • Employees who lack knowledge or are not helpful • Sloppy appearance, poor grooming, or annoying mannerisms • Distraction clothing, piercing, or tattoos People Turnoffs

  16. Motivated Dissatisfied Satisfied Zone Of Indifference

  17. Shoes • Hat • Shotgun • Ammunition • Perfume • Cologne • Tires • Papaya • Toys • Jeans • Refrigerator • Bicycle • PlayStation 3 • Cell phone • Tape measure • Computer • Picture frame • Bananas • TV • Watch Speed Checkout

  18. SOLUTIONS

  19. Speed: • Training all employees on the cash registers • Two employees for four self-checkouts • Long Lines and Few Cashiers: • Open more registers creating shorter lines • Two employees at each register; one scanning items, the other bagging Checkout

  20. Little Interest: • Required to say hello and ask if they can help the customer • Cultural Barriers: • Speak as much English as possible • Familiarize yourself with the culture • Fear: • Put in practice what you learn • Face the fear head on • Just do it Lack of desire to help customers

  21. Lack of knowledge where items are located: • Know department/store layout • Pushing off customers to other employees: • Multiple employees in each department • Broader knowledge of products available/not-available in the store • Be sure to understand what the customers are searching for Training Background

  22. Earn your customers loyalty with 3 steps • Timm, Paul R. “Customer Service, Customer Success Through Customer Loayalty.” Sixth Edition. P. 103. • Value • Timm, Paul R. “Customer Service, Customer Success Through Customer Loayalty.” Sixth Edition. Pgs. 95, 99, 103. https://www.google.com/#q=value • Avoid Turnoffs • Timm, Paul R. “Customer Service, Customer Success Through Customer Loayalty.” Sixth Edition. P. 95. • Walmart Logos • https://www.google.com/search?q=solutions&source=lnms&tbm=isch&sa=X&ei=Ug6cUobLCsPooASg74HIBA&ved=0CAcQ_AUoAQ&biw=723&bih=778#q=walmart+logo References

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