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Refocusing on Customer Appreciation

Refocusing on Customer Appreciation

Refocusing on Customer Appreciation

The most important training activity right now in successful retail teams is customer appreciation. Most retail industries are showing a dip service scores by customers who are growing impatient with the slow ramp up to exceptional customer experience following the pandemic year.
We want to encourage retail managers to embrace this opportunity to create renewed energy and enthusiasm around refocusing on customer needs and how to make them feel appreciated.

First, you are no doubt in a hiring phase. Over 80-90% of companies say they are reshaping their staff due to lost workers and the rapid increase in consumer demand. Finding good candidates to join your team is vital to your continued success.
Dialogue-focused interviews will help explore the candidate’s ability to communicate. Consider questions that seek candidates’ values, traits, and motives. By asking them to communicate what they value and what motivates them, you can observe their interpersonal skills. Examples:

  • When asking about knowledge & skills, prompt them to tell you about someone they learned the most from? Ask them to tell you about a training activity they valued during a former employment.
  • It is equally valuable to ask about their experience with performance measurables, namely actions and results. Ask a candidate to tell you about a challenging or unique performance goal they were given, and what they did to meet the challenge and deliver.

Second, the best coaches commit to reinforcing the foundation of communication as a balance of listening and speaking. When we attentively listen, we commit to two things: i) ensuring to hear and understand what the other person is saying, and ii) responding accurately and appropriately (also known as clarifying).
While role plays offer one team training activity, asking employees to personally observe and take notes on service conversations in their everyday lives is another. Regroup the team to share and discuss their observations. What did he or she learn from the interaction they observed?

Listening skills often play a far bigger role than speaking to sell. Employees who talk too much, especially about themselves, can actually sabotage the success of a sales and service conversation.    

Staff training and development should always feature consistent reinforcement that teaches how to keep the focus on customers.

Center for Practical Management helps companies achieve organizational goals and behavior change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com

The Confidence to Communicate Well

The Confidence to Communicate Well

The Confidence to Communicate Well

If the road to success in every human interaction is good communication, the potential for breakdown is poor communication. A 2019 survey by Project.co has reported that 8 of 10 people will rate their communication skills as average or poor. What if crossing the bridge from poor communication to good communication could be made easier?

Communication skills can be taught. More importantly, developing these skills can profoundly impact both work and personal life. The key is asking high-gain questions. A high-gain question is one that makes the other person think, and share. Quite simply, it is not answerable with yes or no. It is the difference between ‘did you have a nice weekend?’ and ‘how did you spend your weekend?’?

In the workplace, managers have a responsibility to build employees’ skills and confidence around communication. One interactive development activity, after introducing the concept of high-gain questions, is to ask employees to listen and make note of yes-no questions in all relationship interactions for a week. Discuss observations from this activity at the next team meeting, especially focusing on service-related interactions.?

Another Team Development Activity: Present these yes-no questions for repositioning as high-gain questions.
1. Is there anything else I can do for you?
2. Do you know about our current offer?
3. Were you satisfied with my service today??

Communication skill development helps ensure that employees will engage in positive and productive conversations that build relationships. Relationships help drive more product sales, plus referrals.?

To receive a free training worksheet for High-Gain Questions from our Relationship Management Workshop, email krisr@cf-pm.com or visit the contact us page on www.cf-pm.com

Center for Practical Management helps companies achieve organizational goals and behavioral change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com.

Talent Management Toolkit Released

Talent Management Toolkit Released

Talent Management Toolkit Released

 

The new year holds high hopes for your organization’s financial performance, and the role of managers and supervisors has never been more important to achieving this goal. One of the best ways that managers can do this is to keep team meetings on your calendar, regardless of everything else happening in your organization’s orbit.

Returning to your routine Team Touchbases (aka Team Meeting) is impactful to the productivity and efficiency of your team(s). Not only does it provide a designated time and space for thoughtful conversation and organization updates, it also can be a useful learning tool to develop employee’s skills.

Try these coaching and development tips to fully engage your employees and inspire consistent collaboration on your team:

Calendar Blocking. Consistency and punctuality will increase morale and respect on your team.

Preparation. Create an agenda for distribution, if possible. This keeps the meeting on task and employees can prepare in advance for discussion points they would like to comment on.

Committed Focus. Devote your full attention to your staff during these meetings. Put your devices away. Staff view distracted multi-tasking as disrespectful.

Positivity. Try starting a meeting with everyone sharing a positive moment of the week. Or, highlight successes of individuals or the organization to start the meeting on a high note. Always express appreciation at the close to thank everyone for time and participation.

Problem Solve. Team meetings are a great way to problem solve and brainstorm solutions. Actively facilitate discussions that engage all employees equally by asking questions and listening to contributed insights.

Practice Activity. The best way to reinforce a behavior, process, activity, or new product is with interaction. You can assign activity leaders to help engage all team members. Be sure to summarize key takeaways.

Managers and supervisors need specific skills and consistent reinforcement to excel in their role as team leader. 

Drawing the Line on Device Use in the Workplace

Drawing the Line on Device Use in the Workplace

Drawing the Line on Device Use in the Workplace

We love our devices. At this moment, the Internet is connected to over 20 billion devices. It’s a staggering number when compared to a global population around 7 billion. That’s nearly 3 devices for every person on earth. It goes without saying that all of these devices have an impact within the workplace. Where’s the line on device use, misuse? 

The world has been on a fast track to mobility for years. In 2020, mobility of consumerism exploded when the global health crisis forced reactive change. Our mobile devices became lifelines to everything from access to products, connectivity to services, and of course remote employment.

If you are an operations leader in your organization, you are likely feeling overwhelmed by new demands of technology and mobility of work. We offer these tips for prioritizing operational strategies that support employees needs around use and misuse of devices in the workplace:

  • Cell Phone Policy. Every employee handbook should provide basic policy on the presence and use of mobile devices in the workplace. Do you clearly direct that devices are out of sight and silent when and where customers are served? Do you clearly identify the distinctions and expectations for corporate-owned versus personal device use?
  • Work Device Policy. Beyond phone devices, your employee handbook should also provide policy for use of computer equipment in the workplace—which now may include business location and remote employee locations. Do you have procedures in place regarding installation, maintenance, use and even liability for corporate equipment in remote locations?  

You can support your employees’ adherence to device policy and procedures by creating consistent communication. Many organizations have dramatically reduced infractions of device use by committing to reminders released through broad company communications and/or channeled through managers for discussion during team meetings.

Set a course for success in 2021 by making technology as big of a priority for People Development as you do for Sales Development.

Center for Practical Management helps companies achieve organizational goals and behavioral change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com. Center for Practical Management is a strategic business partner with Raddon, a Fiserv Company

Digital Experience Scorecard: A Product Conversation

Digital Experience Scorecard: A Product Conversation

Digital Experience Scorecard: A Product Conversation

You’ll discover how customizable scorecard-based feedback from customers can help you evaluate and improve services on digital channels. This 12-minute video conversation features client-specific insights from D.G Markwell of Max Credit Union in Montgomery, Alabama. 

Center for Practical Management helps companies achieve organizational goals and behavioral change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com.