Give Your Customers An Experience Not An Ordeal!
I had been doing a lot of travelling recently and had some qwell deserved “down time” in Seattle. I spent part of the day visitiing a local market and of course, found something to write about. That is what is so great about writing about customer service training. There is always something to write about!
There was a fish market in the marketplace and it had a huge crowd of people around it. Most people watching but a lot of people buying as well. Why the huge crowd? Because the employees were creating a “show” around performing their daily tasks. They would yell orders across the room to each other and repeat them several times, throw fish to each other as they were ordered, and do other things that made it fun to watch.
In other owrds, they took the retail process and made it an experience. They gave people a reason to WANT to be there not HAVE to be there!
Customer Service and customer service training is all about making the retail or service process more enjoyable and less of an ordeal. The theory behind that is that people like to do pleasent things and avoid the unpleasent things in life. If you can make coming into your store, or visiting your website, and enjoyable thing, then people will come back time and time again and buy from you.
Think about the fish market and what they do from the customer service point of view. They created a positive experience that made people actually stop and watch even if they were not there to buy fish! They will likely recommend it to others and that creates more potential customers. There is no limit to the number of people who might become customers just because of the experience!
Oh, and by the way, their prices were very much on the high end and they were outselling their competitors several times over while I was there.
Makes you stop and think, doesnt it????
The Customer Service Training Institute
http://www.infowhse.com
