While every business wants their customers to have a positive experience and continue doing business with them, it looks differently for every industry.

The first step is to decide what is most important for your customer experience?

• Fast service.
• Quality product consistently.
• Building brand recoginition with each interaction.
• Custom service – employees are able to answer complex questions and adapt service for each customer.
• Building trust with each interaction.
• Friendly and welcoming experience.

Choose just 2 or 3 of these qualities and make them the pillars of your customer experience training. Create a statement that easily summarizes the experience you want to have with customers each and every time.

Training tips to remember:

• At the beginning of each employee shift reiterate your customer service goals/policies.

• If you see an employee not following customer service guidelines or doing particularly well then pull them aside immediately to give them feedback for how to do better or compliment the behavior that led to success in the situation.

• Set up role play situations when training new employees so they can practice particular language.

• Set up tactics for diffusing situations with unhappy customers that can be used without the prior approval of a manager. For example, 5% discount if a customer has been waiting unusually long or removing items off a check if a customer is not satisfied.

At Marketing 360 Payments, we pride ourselves on our passionate client support staff members who are committed to providing our clients with the answers they need. Get in touch with us today to learn how we can help make your business richer!