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Customer Engagement: iPad Training

Engage customers effectively with iPad training. Learn proactive problem-solving, positive behaviors, and handling uncooperative customers. Practice with real customers for real-world experience.

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Customer Engagement: iPad Training

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  1. Customer Engagement:iPad Training Scott Sesser, Seattle Pacific University, 2015 Facilitator: Scott Sesser

  2. Customer Service Facts • Employees who are mistreated routinely by customers tend to intentionally commit sabotage behaviors against customers. • Deep acting, finding common ground with customers, helps employees be effective in customer engagement • Focusing on proactive problem solving, rather than addressing customers’ emotional states, leads to customers’ intentions to buy from the store in the future

  3. Agenda • Learning to use the iPad • Role playing with the iPad • Role playing as uncooperative customers • Observe real customer interactions • Practice with Real customers • Debrief

  4. Using the iPad • Demo • 5 steps • Use search bar • Click on item and identify price with and without Balance Rewards Card • Choose quantity and click “Add to Cart” button • Keep shopping or Proceed to Checkout • Get Customer’s email address to email them confirmation of their order

  5. iPad Practice! • What have you always wanted to buy from Walgreens?! • Use your Workbook, p.2-4 • Facilitator will check in at the end and give you a sticker!

  6. Break #1!

  7. Engaging Customers with the iPad • P. 5 in Workbook • Key Employee Behaviors: • Positive/Professional • Proactive Problem Solving • Ask for customer’s email • 5 “end of transaction” phrases • Key Customer Behaviors: • Cues: wondering or asking for help • Concerned about technology • Concerned about product

  8. iPad with Customers Practice! • Set 1 SMART goal • Specific, Measurable, Achievable, Related, Timely • Partner up and practice role playing the employee and the customer! • Facilitator will come give feedback

  9. Facilitator practice! • Facilitator practices being the customer • Group feedback • USE YOUR WORKBOOK (p. 5)

  10. Break #2!

  11. Uncooperative Customers • 3 Types: • Uncertain • Rude • “Walgreens.com?” • Demo • Workbook p. 6 + 7

  12. Uncooperative Customers Practice! • Set 1 SMART goal • Specific, Measurable, Achievable, Related, Timely • Partner up and practice role playing the employee and the customer! • Facilitator will come give feedback

  13. Break #3! LAST ONE!

  14. Real Customers, Real Practice! • Bringing it all together • Demo • Workbook p. 8 • Debrief afterwards

  15. Real Customers, Real Practice! • Time to pair up and go interact with real customers! • Look over the behaviors listed on pg 12-14 of your work book • Notice: we learned all these behaviors today! • One interacts, the other observes • *Be discrete when you observe! • Debrief in • 30 minutes!

  16. Final Debrief • 3 Goals going forward • Test! • 5 “end of transaction” phrases from memory • 3 alternative resources to use to support customer problem-solving

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