Nowadays consumers seek a more and more satisfying experience and, in order to gain their loyalty, the staff must go beyond simply taking their order or answering their questions. They must become champions.
They must develop the necessary competences to better serve, inform et satisfy customers. The customer expects their problem to be taken care of personally. Acting on behalf of the customer means listening to them, discovering their worries or needs, asking insightful questions et offering a solution. To be able to do so, we must be a skilled communicator in order to negotiate and resolve conflicts and problems.
Gaining customer loyalty requires the development of the whole staff interacting with them. If we wait for customers complaints to develop the staff’s competences, it is too late. Studies have shown that 90 % of dissatisfied customers don’t complain…They do business elsewhere!