Week 5 Final Paper - HR Dev & Change - Finish my paper
ldbechet
wk4proj_groupa-1.pptxHOW TO DEAL WITH CUSTOMER SERVICE
Catherine Messer
Kimberley Spence
Latoya Bechet
Lisa Jones
MGMT-4121-2 HRMG-422
Human Resource Dev and Change
November 6, 2016
Why has the training been developed?
So everyone can receive the necessary training needed to gain customer service skills. This way the team should be all on the same accord while becoming successful on the job.
Reason for the training:
This training has been developed to better our customer service skills and techniques. Today’s outline will help you become a better retail representative. Developing an effective employee training program is vital to the long-term success of any business (Retrieved from: www.smallbuiness.chron.com). If the training program is carefully planned out and implemented it could be very beneficial for the employees as well as the company
Always give a warm welcome
Remember great customer service should start the second your customer walks through the door. When a customer feels welcome they will normally be comfortable enough to shop even if it’s a smile with your greeting. If they have questions or concerns it will make it less intimidating for them to approach you.
Knowledge is the key
Having the lack of product knowledge could be a real turn-off for customers that intend to shop in your store. Always familiarize yourself of the current product line. If you’re not sure do let the customer know you can try to get assistance for them. Customers always expect you to have an answer. Truthfully, your sales success really depend on how you as a sales representative maximize your time spend out on the floor.
Use positive language
It is very important to always choose your words carefully when you’re dealing with customers. The most important keys are to be honest, forthright and positive. In customer service you should focus on fixing the problem instead of making a problem.
Have Proper body language
Customers tend to follow your body language which is an incredibly expressive and powerful communication tool.
All it really takes for you to harness it as a retailer is a certain level of attentiveness and proactivity; watching your customers, understanding their actions and stepping in to help where required (Retrieved from: www.business2community.com).
If we take time to communicate you will be able to identify customers that seem lost, irritated, unhappy, and confused. Be proactively helping your customer to find what they’re looking for so they can receive a caring customer experience which will only encourage them to shop with you in the near future.
Listen Pay direct attention to your customer – give them your total, undivided focus – and you give yourself the best possible shot at understanding and resolving their problems quickly and efficiently (Retrieved from: www.business2community.com).
It’s such a critical and difficult skill to master, so it’s perhaps surprising that just 2% of people have had any formal listening training. Whether you go down the formal training route, or just make it a core part of your customer service manifesto, make sure that listening is central to every customer interaction (Retrieved from: www.business2community.com).
Be patient
Even if you slightly disagree with the customer, remain calm and keep in mind the customer is always right. Never argue your point of the view with the customer it might cause them to get irate. In these cases it’s essential to remain patient and calm yourself.
Target Audience
When evaluating the plans for the training program, management should ask four basic questions about the proposed training audience:
Who needs this training?
Why do they need it?
What do they already know?
What do they need to know?
Thinking from their perspective
Information that seems new or difficult to you may seem very familiar and easy to someone else.
Information that seems easy to you may be difficult for others.
Therefore, it is critical to know your training audience’s actual needs.
A needs assessment conducted by Kohl’s Department store discovered poor customer service specifically with respond time to customer needs and containing emotions when dealing with a difficult customers.
Sales clerks at Kohl’s Department Store are being identified to change a specific action or behavior to solve the issue of unsatisfied customers. The majority of communication efforts is being targeted toward the sales clerks since they are most directly able to change the situation.
The sales clerks are more likely to meet the specific strategy goal of Improved communication. Keeping in mind whose behaviors need to be changed with the communication strategy. These are the people that should be the target audience.
Target Audience
Expected Outcomes
The sales clerks will learn that customer service is the face of an organization.
The sales clerks will learn that the way they treat the customers, will have a significant influence on whether customers will return, and refer their friends to the organization or never come back to the premises (Dall & Adam, 2004).
They will learn that the skills and competence that they display to the customers, will make up the customer experiences which are vital to the company’s successes.
The clerks will learn that the skills and competence that the sales clerks display to the customers, will make up the customer experiences which are vital to the company’s successes.
For this session, the training outcomes that the corporation is expected to acquire includes strengthening the skills.
The clerks will be encouraged to exercise patience and empathy, when dealing with irritable customers.
Employees will learn that they must always remain ethical and be professional at all times.
After training, every employee must show more customer interaction and involvement. They will be expected to step up and be more personable.
Sales clerks will be taught to practice active listening. They must show empathy and rephrase their customer’s sentences to get in touch with their feelings.
The sales representatives will learn to admit when they are at fault, as it is an excellent way to build trust and confidence between them and the consumer.
To show more concern, sales clerks will be required to follow up on issues, and make sure that customers remain satisfied throughout their shopping experience at Kohls.
Employees will learn to be readily available for the customers. This will enhance a rapport and a since that help is accessible.
It is important that by the end of the training session, sales clerks should learn how to handle and deal with their emotions.
High levels of professionalism will be expected, which means there is no room of displacing their moods and emotions to the customers.
They will be encouraged to remain calm at all times. Whenever an employee feels irritated by a client, it is important that they excuse themselves, and have someone else step in, while they regain control of themselves. Also, when having a bad day, it is important that a sales clerk gets someone to cover for them, and carry out other duties that won’t involve direct contact with the consumers.
Sales clerks should be reminded that customers are the company’s top priority.
Communicating the company’s core values and goals is pivotal in ensuring a lasting relationship between the company and their stakeholders (Dall & Bailine, 2004).
Sales clerks, therefore, will be encouraged to go over and beyond. This includes changing the strategy that they use to assist their customers.
Once customers enter the premises, sales representatives will be expected to greet them.
Sales representatives will also be expected to ask the consumers questions and ensure that they are satisfied as much as possible. As this will build confidence and trust. By doing this, the company is sure to have a lasting relationship with their customers.
Importance of Training
What is the process and rationale for all training activities?
WHY?
Training is needed to address the results of a needs assessment due to handle customers needs.
Customers are not satisfied with the length of time they have to wait for a clerk to acknowledge them.
Clerks have a hard time controlling their emotions when dealing with irate customers.
What?
What training is needed?
Role-playing
This will allow the employee to play-out scenarios to plan for difficult customers.
Coaching
This will provide feedback to the employee to become more productive and assist in changing attitudes in how they conduct themselves.
Demonstrations
This will show the employees the effectiveness of how and why the training will be effective
When?
When is training needed?
Training needs to be addressed immediately to improve customer satisfaction.
Where?
Where is the training needed?
On the sales floor to address customer acknowledgement
Customer service desk to help address employees’ emotions with difficult customers.
Who?
Who needs training?
All employees who work with customers in a face-to-face setting will go through training.
How?
How will training be conducted?
Managers/Leads will go through “train the trainer” sessions first.
To accommodate schedules, required “classroom” training will be conducted on-site during different shift changes to allow for enough staff to be on the floor during business hours.
Coaching will be done on an as needed basis.
Conclusion
Employees should be able to apply this training to provide an exceptional experience to Kohl’s customers and increase customer satisfaction.
A needs analysis showed that customers were not satisfied with the customer service provided by the employees.
Training should give the employees the skills to perform their jobs more efficiently.
Customer wait times should improve on the sales floor.
Customer service associates will learn the coping skills to handle difficult customers.
Kohl’s management addressed training with all sales and customer service associates.
Training was provided to the employees to help improve on their customer skills and how to address customers more efficiently.
Training will have addressed the:
Why, What, When, Where, Who and How
The needs analysis addressed problems Kohl’s experienced. These issues included the way associates were not acknowledging customers in a timely manner and customer service associates not handling their emotions properly when dealing with difficult customers. This training was designed to address those concerns and help the employees learn techniques to provide a better customer experience for Kohl’s clientele.
The result should show improved times in addressing customers and better customer service skills when handling irate customers. Management will aide in continuing to promote this training by providing additional on-the-job training and coaching when needed or requested. All associates who handle face-to-face interactions with customers received training to improve their Knowledge, Skills, and Attitudes to provide a better customer experience for the customer. Improved morale and confidence for the employees will result in an improved reputation for the company.
References
10 Face-to-Face Customer Service Essentials. (2015, September 15). Retrieved from http://www.business2community.com/brandviews/spark-pay/10-face-to-face-customer-service-essentials-01326882#scslVOKmqWQYrqH7.97
Blanchard, P. N., & Thacker, J. W. (2013). Effective training: Systems, strategies, and practices (5th ed.). Upper Saddle River, NJ: Pearson Prentice-Hall.
Dall, M. & Bailine, A. (2004). Service this: winning the war against customer disservice. (1st ed). ISBN 0-9753719-0-8
McKay, M. (n.d.). Developing an Effective Employee Training Program. Retrieved from http://smallbusiness.chron.com/developing-effective- employee-training-program-1181.html
Your Training Audience - Intulogy.com. (n.d.). Retrieved from http://intulogy.com/training-solutions/your-audience/
