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TRAINING KIT: The Hello Moment
Every business has one... it is the "Hello Moment". This is when your customer first come into contact with your business, whether it be through an ad in the newspaper, a television commercial or by walking in the front door. This moment when they first see you is when they size you up. Within seconds they have formed an opinion of your company, the products and services offered and how they plan on treating the employees within. Being able to find all of the Hello Moments that are out there, and then evaluate them and find powerful ways to improve them will help you send your guests off on the right foot, the right impression and the highest of expectations.
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First impressions are lasting impressions. Make 'em count! Use the resources below and become a master of the hello moment. Remember to post your questions or comments in the Discussion Forum! |
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Bootcamp 2008 - Video
with T. Scott Gross
T. Scott Gross gives us the how what and why of developing the "Customer Service BRAND" along with his unique development of micro-brands within your company. . . . keep reading
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Customer Service Training WEBiNAR!
#225
This week's free WEBiNAR Arnold Sanow talks about how to improve your interaction with customers using the S.O.F.T.E.N. method to become more approachable and trustworthy. . . . keep reading
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ARTICLE: 9 Ways to Remember Names
By: Arnold Sanow
9 Ways to Remember Names. Want to build rapport, grow relationships and make solid connections with customers and co-workers? The first step is remembering their names. People love to hear others address them by name, even if it was just gleaned off a credit card or name tag. In our increasingly anonymous world, it is refreshing to hear your name in conversation. Use these techniques to help you effectively remember names of people you meet, even if only a brief encounter. . . . keep reading
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VIDEO: Employees are actors on a stage
There are many different industries where employees interact with customers, and in each one, the employee needs to adapt to their environment and act in a certain way to best represent the company. Each of our employees are actors, regardless of the field. This video is about assembling a staff of talented individuals who can put on a great show. . . . keep reading
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TIPS: The Hello Moment
"What I look for…."- When I go in to assess a business I make a list of the things that are important to me for each area. Here is a sampling of what I look for when I am assessing the hello moment of a business hired by my consulting firm. . . . keep reading
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ARTICLE: Telephone Customer Service Training
By: Wendy Gillett
The phone call can be the first connection a customer has with a business. This is your chance to make a great first impression. This article talks about how answering the phone seems simple, but telephone etiquette and service require training, rehearsal and employee accountability. . . . keep reading
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ARTICLE: Themes in your Business
By: Wendy Gillett
Every business has a theme. Some, are planned and engineered, and others just develop by default. Learn how to take your customer experience **through the roof** by building on the theme, which is at the heart of extraordinary customer experience. . . . keep reading
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ARTICLE: Using Color in your Theme
By: Wendy Gillett
Remember that scene in the Wizard of Oz when Dorothy crash landed and she stepped out of her grey house into the Technicolor land of Oz? That is what your customers want from you. They want Technicolor service. This article discusses building appropriate colors into your business theme. . . . keep reading
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FLIER DOWNLOAD: Smile, You're On!
The first five seconds that someone sees us, they forge an idea of what they think we are like, our mood, personality etc. Use this downloadable .pdf flier to print out and post on the wall of your business as a motivational tool to help employees remember to smile in front of their customers and fellow employees for a great first impression. . . . keep reading
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ACTION PLAN: The Hello Moment
Use the exercises outlined in this action plan to improve that all important first impression. These steps give you specific tasks to look at and improve areas that typically are on the front line with customers coming to your business. . . . keep reading
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CHECKLIST: The Hello Moment
Use this checklist of common items needing attention, and walk through your business highlighting areas that can be improved. We all need to put our best foot forward, and those first few seconds can make a tremendous impact on a customer's perception of your business. Let's make it a good one! . . . keep reading
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BUSINESS SPOTLIGHT: Hello Moment Success Story
Who is #1? This company has mastered the Hello Moment, and has been able to reduce the customer experience to a science, providing their employees with extensive experience and training to be able to provide the best of everything. Come with us as we look at the science behind the curtain. . . . keep reading
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RECOMMENDED READING: Customer Service Training 101
Learn from the experts! This book has a great section on first impressions, and how they can make you or break you. We have only these first few moments to set the scene... and either they buy it or they don't. Learn how to use this time to win the customer. . . . keep reading
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AUDIO TRAINING: Your Hello Moment
By: Wendy Gillett
When you meet someone, have you ever looked at their clothing, and made a snap judgment about them? We all do it, and first impressions can make or break you. With so many products and vendors in the market today, many prospective clients will make their choice right up front... This AUDIO file talks about making exceptional first impressions. . . . keep reading
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ARTICLE: The Customer Service Hello
By: Wendy Gillett
Lights, Camera, Action! Every time we step out of the house in the morning, we are on stage and the spotlight is on us. Learning skills to help you be aware that others are looking to you for guidance, knowledge, and expertise is the first step. . . . keep reading
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Q & A... Discussion Forum
Have questions or comments about this Kit or Article? Link to the discussion forum to post your thoughts. Our mission is to provide a powerful and complete community where our members can learn, share and grow. Join us in the FORUM, today! . . . keep reading
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