The Vital Connection Between Staff Training And CRM
There is a vital connection between the quality of training given to retail staff and their ability to carry out Customer Relationship Management to the standards it should meet. Every interaction with a representative of the business has an effect on the customers. This can be a positive effect, one that strengthens their relationship with your business. Or, sadly, this can have a negative effect that pushes your customers away from you.
Because the contact between staff and customer is so important, training your staff correctly involves more than a few quick videos at the beginning of their career. Retail is rapidly changing. Expectations of retail customers are rapidly changing, too. Today’s retail staff members must be educated about their role in your business and empowered to deal with normal issues that arise. They also must be equipped to do their job professionally.
Educate Your Staff
Every member of your staff is part of a team that represents the business. Employees who interact directly with customers have the power to change a bad experience into a good one. Alternatively, a negative experience with any employee can keep a customer from returning and trigger negative reviews on social media.
During staff training, it’s a good idea to emphasize the pivotal role every employee has in customer relations. It’s also a good idea to regularly thank staff for performing their role by saying so and providing extras. Dysfunctional staff relationships affect customer relationship management directly, so educate your staff to see how important each and every member is to the enterprise.
Empower Your Staff
If a customer has a complaint or a problem and the first staff person they talk to can fix it, how positive are the effects? Almost beyond measure in today’s social media universe. But every level of management that has to be negotiated multiplies the negative impact. There are some things that must be escalated but empowering your staff to deal with regular requests has a positive impact on customer relationship management.
Equip Your Staff
ChainDrive’s CRM-Clienteling software is designed specifically for the challenge of retail customer relationship management. It can be customized to fit your unique business and enables you to equip your staff with exactly what they need to interact with your customers. Our professional support team can help you train staff to use this tool confidently.
When staff members learn that they are team members, empowered and equipped to connect with customers, everybody wins.