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  • The Inside Story: Senheng RM 229 Million Sales Boost

    The Inside Story: Senheng RM 229 Million Sales Boost

    In today’s ever-changing retail landscape, adapting to shifting consumer behavior is the key to success. Malaysian business owners are increasingly recognizing the importance of merging their online and offline strategies to create a seamless shopping experience for their customers. This approach, known as “Online to Offline” or O2O marketing, can yield tangible results and enhance customer engagement.

     

    Click and Pick: Convenience at Your Fingertips

    One of the primary strategies in O2O marketing is the “Click and Pick” model. Customers have the option to browse and purchase products online, then conveniently pick them up at a physical store. This convenience is particularly attractive to consumers who appreciate the ease of online shopping while valuing the immediacy of in-store pickup. It’s a win-win strategy that keeps customers engaged across both online and offline channels.

     

    Pre-Order: Meeting Customer Needs in Advance

    Pre-order campaigns are a savvy way to generate excitement and anticipation around new products or exclusive offers. By allowing customers to reserve items before they are physically available, retailers can build anticipation and ensure that when customers visit their stores, they find precisely what they desire. This approach not only increases foot traffic but also reduces the risk of products going unsold.

     

    Voucher Strategy: Senheng’s Remarkable Success

    Let’s examine a real-life example – Senheng, a leading electronics retailer in Malaysia. Senheng employed the “Voucher Strategy” during their members’ day promotion, offering RM50 vouchers to their loyal customers. The outcome? Based on one of the members’ days in 2023, an astonishing 33.6% conversion rate from member voucher redemption, with a total of 49,966 vouchers transacted in just two months. This resulted in an impressive RM229 million in sales. It underscores the effectiveness of O2O marketing when executed strategically.

     

    In conclusion, the success of Senheng and numerous other retailers in Malaysia underscores the potential of Online to Offline marketing campaigns. As a Malaysian business owner, integrating these strategies can rejuvenate your retail business and enhance customer engagement.

     

    If you’re eager to delve deeper into these modern retail strategies, you may explore our Professional Certificate in New Retail Strategy program. It’s designed to provide you with the knowledge and skills to leverage O2O marketing and other cutting-edge techniques in the retail industry. Join us on the path to retail success, where the fusion of online and offline creates a shopping experience like never before.

     

    Written by Nik Nur Azizah

    SHRA Corporate Trainer

     

    Nik is a trainer from SH Retail Academy. Her working background focuses mainly on coaching and advising people to focus on team goals and identifying team strengths. Her passion in training and learning led her to join the SHRA team as Corporate Trainer for their mission in helping people learn, progress, and use knowledge that fits retail industry needs.

     1,736 total views,  15 views today

  • Standing Out in Retail: Decathlon’s Art of Differentiation

    Standing Out in Retail: Decathlon’s Art of Differentiation

    Product differentiation is not just about making a product look or feel different; it’s about making it memorably different. Consider how people think of fried chicken, they think of KFC. It’s not just about the product; it’s about the story, values, and the unique experience that comes with it.

    A good example is Decathlon which stands out in the world of sports retailing. Let’s delve into how they’ve masterfully differentiated themselves in a saturated market.

     

    1. A Tagline that Speaks To Customers:

    “At Decathlon, it’s all about sports, and it’s for everyone.” Their tagline isn’t just a catchy phrase; it’s a promise to their customers. By positioning themselves as a brand that caters to all sporting needs, they’ve carved a special place in the hearts of sports enthusiasts and novices alike.

    1. Affordable Equipment for All:

    By providing sports equipment at reasonable prices, Decathlon ensures that everyone, regardless of their budget, can indulge in their sporting passion or even try out a new sport. This affordability angle reinforces their commitment to making sports accessible to all.

    1. More Than Just a Store:

    Decathlon goes beyond being a mere retailer by partnering with sports centers. This means that not only can customers buy equipment, but they can also directly engage in sports like badminton or basketball right at Decathlon. This innovative approach transforms shopping into an experience, encouraging more people to dive into various sports.

    In essence, Decathlon’s strategy is a blend of accessibility and experience. By making sports equipment affordable and providing spaces for people to immediately engage with sports, they truly live up to their mantra of “All for sports, sports for all.” It’s a model worth emulating for businesses seeking to connect genuinely with their customer base.

     

    Standing Out Is an Art, Mastered by Few

    In a world where many offer the same, it’s the nuances and the emphasis on customer needs that make a difference. As business owners, we need to absorb, adapt, and implement these learnings to craft our own unique identity.

     

    Interested in molding your business’s unique identity? Let’s chat and embark on this transformative journey with our Professional Certificate In New Retail Strategy.

     1,952 total views,  14 views today

  • Navigating the Retail Revolution: Challenges of the Old Guard and the Promise of the New Era

    Navigating the Retail Revolution: Challenges of the Old Guard and the Promise of the New Era

    The retail industry, with its centuries-old history, is undergoing a transformation like never before. Retailers who are unable to adapt to these changes are seeing falling foot traffic, declining sales, and rising operational costs. In this rapidly changing landscape, understanding the ‘New Retail’ – a blend of online and offline experiences – is critical. This includes mastering omnichannel strategies, harnessing data analytics, managing a new breed of workforce, and fostering innovation at all levels.

    In this modern age of retail, the shopping experience is changing dramatically. Customers are no longer satisfied with just physical or online shopping; they are looking for a seamless integration between these two worlds. This new paradigm demands a profound shift in retail strategy, and retailers who can’t keep up are finding themselves left behind.

    Consequences of Ignoring the New Retail Wave

    1. Business Decline: Retailers sticking solely to traditional methods might see a consistent dip in revenues and, ultimately, might have to shut shop.
    2. Losing to Competitors: New-age retailers, leveraging AI, omnichannel strategies, and robust analytics, are poised to capture a significant market share, leaving the traditionalists behind.
    3. Dissatisfied Customers: Modern consumers expect seamless shopping experiences, both online and offline. Failing to provide this can result in a loss of loyal customers.

     

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    The Beacon of Hope: Embracing the New Retail Strategy

     

    It’s not all doom and gloom for traditional retailers. The ‘Professional Certificate in New Retail Strategy’ offers a way out. This program is meticulously designed to equip retailers with:

    • Comprehensive Insights into modern retailing, including omnichannel strategies and understanding the modern shopper’s journey.
    • Strategies to Measure Growth accurately using advanced metrics, ensuring ROI-driven decisions.
    • Blueprints for People Management, ensuring that your team is not just enforcing performance but is inspired to perform.

     

    Why is New Retail Strategy Crucial?

     

    A New Retail Strategy is not just about having an online store alongside a brick-and-mortar shop. It’s about integrating these channels so effectively that customers experience your brand, not a channel within your brand. This includes consistent product information, cross-channel inventory visibility, flexible delivery and return options, and personalized interactions based on customer data and insights.

    People at the Heart of Retail Strategy

     

    In the world of New Retail, people management is as important as ever. Empowered, knowledgeable, and engaged staff can provide the kind of customer service that no algorithm can match. Retailers need strategies to attract, train, and retain such talent, and to align their workforce with the wider goals of the organization.

    Conclusion: The Future is ‘New Retail’

    As Bob Dylan aptly put, “The times they are a-changing’.” For retailers, these changing times signify the transition from traditional to new retailing methods. By equipping oneself with the skills and knowledge required to navigate this transition, one can ensure not just survival but also thrive in this new retail era.

     

    If you’re a retailer facing these challenges and looking for a structured path to embrace the future of retail, the ‘Professional Certificate in New Retail Strategy’ could be your roadmap. Don’t be left behind; be a part of the retail revolution! 

    Join the Professional Certificate in New Retail Strategy and Lead the Change!

     2,062 total views,  13 views today

  • Learn How to Win In Price War…

    Learn How to Win In Price War…

    The modern retail scene has a new rhythm. Shopping is no longer just walking into stores or buying online. It’s now a fusion of both, tailored just for you. But here’s the twist: in this fresh retail world, price wars have become intense. Retailers, both big and small, feel the pressure, and it’s not just about who offers the lowest prices anymore. It’s about who understands you, the customer, best.

     

    Understanding the Pain of Price Wars

    Imagine being a shop owner. Every time a competitor slashes their prices, you feel the pressure to match or go even lower. But this race to the bottom hurts more than just the profits. It means making hard choices – maybe reducing staff, compromising on quality, or even considering shutting down. This is the harsh reality for many businesses in Malaysia.

     

    But what if there’s another way? What if the focus shifts from just price to value?

     

    Rising Above with the New Retail Strategy

    Traditional shops and online stores are blending into one. This fresh approach doesn’t just rely on price cuts. It’s about creating memorable shopping moments, understanding what you want, and giving more than just a product.

     

    Let’s take a hint from Ritz-Carlton Malaysia and Haidilao. Instead of dropping prices, they offered something priceless: an unforgettable experience. Ritz-Carlton focused on premium services, while Haidilao introduced unique dining experiences. The lesson? In the price war, it’s not just about being cheaper. It’s about being better.

     

    Healing the Retail Wounds

    Think of a business as a pipe carrying water (profits). Price wars poke holes in this pipe, causing leaks. But by focusing on the new retail strategy, we can patch up these holes. It’s about performing well in the market, offering extra value, and making sure our customers are happy.

     

    Hope on the Horizon

    Yes, price wars are tough. But with the new retail approach, there’s hope. It’s about connecting with customers, understanding their needs, and delivering value. We can move away from simply slashing prices to offering memorable experiences and genuine connections.

     

    For every retailer in Malaysia feeling the pinch of price wars, remember this: It’s not about being the cheapest; it’s about being the best. With the right strategy, we can win not just the price war, but the hearts of our customers too. 

     

    Ready to elevate your business with the new retail strategy? Chat with us now and let’s transform your retail journey together!”

    ____________________________________________________________________________

     

    Written by Amir Ashraff

    SHRA Corporate Trainer

     

    Amir is a trainer from SH Retail Academy. His highest education is in the education field. His passion for teaching and business handling gives him a lot of experience in teaching, training, retailing, business management and operation management. His hobbies include learning new skills and gaming.

     2,176 total views,  11 views today

  • 7 Buying Signals: The Questions You Have to Look Out For

    7 Buying Signals: The Questions You Have to Look Out For

    In the world of sales, recognizing buying signals is crucial for success. These signals are subtle cues or questions from potential customers that indicate their interest and readiness to make a purchase. By paying attention to these signals, sales professionals can tailor their approach and provide the necessary information to close the deal. In this article, we will explore seven common buying signals that you should be on the lookout for during sales interactions.

     

    • Questions about warranties or terms:

    When a potential customer asks about warranties, return policies, or terms and conditions, it’s a strong indication that they are seriously considering a purchase. These questions demonstrate their desire to understand the after-sales support and the protection they will receive, indicating that they are evaluating the long-term value of the product or service.

     

    • Inquiries about start dates or delivery times:

    When a customer asks about start dates or delivery times, it shows their intention to move forward with the purchase. This buying signal indicates that they are considering incorporating the product or service into their plans or operations and are eager to know when they can expect to receive it. Providing accurate and timely information regarding delivery can help solidify their decision.

     

    • Suggestions for alternatives:

    If a potential customer asks for alternative options or compares different products or services, it indicates an active interest in finding the best solution for their needs. This buying signal demonstrates that they are open to exploring various possibilities and are actively engaging in the decision-making process. Sales professionals can use this opportunity to showcase the unique selling points of their offerings and differentiate them from the competition.

     

    • Queries about payment methods:

    When a customer asks about payment methods, it signifies their willingness to proceed with the purchase. This buying signal indicates that they are ready to discuss the financial aspect and are evaluating the convenience and flexibility of payment options. By offering clarity on payment methods and assisting with any concerns or questions, sales professionals can help ease the buying process.

     

    • Interest in your company:

    If a potential customer asks about your company’s background, reputation, or previous client experiences, it’s a positive buying signal. This indicates that they are evaluating the credibility and trustworthiness of your organization. By responding with confidence and providing relevant information, you can establish a strong foundation for building trust and assuring the customer of your company’s reliability.

     

    • Repeating information:

    When a customer repeats certain aspects of the product or service, it shows that they are mentally processing the details and envisioning how it can address their specific needs. This buying signal suggests that they are seeking confirmation or seeking clarification on specific features or benefits. Sales professionals should pay attention to these repetitions and seize the opportunity to reinforce the key selling points and highlight the value proposition.

     

    • Discussing how they’ll use it:

    If a potential customer talks about how they plan to use the product or service, it’s a clear buying signal. This indicates that they have mentally connected your offering with their requirements and are envisioning its application in their context. Sales professionals can capitalize on this signal by actively listening, understanding their use case, and aligning their responses to demonstrate the value and suitability of the product or service for their specific needs.

     


    Recognizing buying signals is crucial for sales professionals to guide potential customers towards making purchasing decisions. By actively listening, providing relevant information, and addressing concerns, you can increase your chances of closing deals successfully. To further enhance your sales expertise, consider enrolling in our Sales Skills program from SH Retail Academy. 

     

    As a specialized training service focused on retail training and understanding best practices in retail sales, SH Retail Academy equips you with the knowledge and techniques to excel in the competitive retail industry. Through this program, you will learn strategies for identifying and capitalizing on buying signals, refining your communication skills, and building strong customer relationships. It combines cutting-edge Neuro-Linguistic Programming techniques with proven retail sales methodologies, ensuring that you achieve exceptional results in your sales career.

    Written by Lim Ee Hau,

    SHRA Corporate Trainer

     

    Ee Hau is a trainer in SHRA. As he is fascinated by psychology, he always finds ways to apply psychology tips and tricks to improve his quality of life. He loves connecting with people by initiating insightful conversation and has a passion for assisting individuals to achieve their life goal. He enjoys swimming and you can see him convincing people to play board games during the weekend. 

     2,499 total views,  17 views today

  • 5 “Troublesome” People You Will Meet In The Workplace

    5 “Troublesome” People You Will Meet In The Workplace

     

    The workplace is a vibrant mix of personalities, each contributing their own quirks and strengths to the team. While most colleagues make work enjoyable, a few can be quite challenging to deal with. Understanding these diverse personalities and their communication styles is crucial to creating a positive work environment. In this article, we’ll explore five “troublesome” people you might encounter at work: the Technophobe, the Passive-Aggressive, the Playful, the Passive Communicator, and the Over-Analytical. Let’s dive in and learn how to handle these unique characters with grace and empathy. 

     

    1. The Technophobe

    Meet the Technophobe, the one who prefers the old ways and feels hesitant about new technology.

    Technophobe: “Haaaa, This is very technical for me. I’m more comfortable with traditional methods.”

    While their reluctance to embrace technology might slow down the team’s progress, don’t dismiss their concerns. Patience is key here. Offer a helping hand, show them the benefits of technology, and guide them through the learning process. Empower them with confidence, and soon they’ll be open to embracing new tools.

     

    1. The Passive-Aggressive

    Ah, the Passive-Aggressive colleague! They express their frustrations in subtle, indirect ways, making it challenging to address their concerns.

    Passive-Aggressive Communication: “I don’t think this is the way things are done.”

    Instead of getting caught in their web, approach them with a direct yet gentle conversation. Show genuine interest in their feelings, and create a safe space where they can express themselves openly. This approach will help build trust and encourage more transparent communication.

     

    1. The Playful

    Everyone loves the Playful coworker who brings laughter and cheer to the office. For example, in a serious team meeting, the Playful colleague effortlessly lightens the mood with a witty joke, filling the room with laughter and camaraderie. However, excessive playfulness can sometimes disrupt productivity. Strike a balance by acknowledging their humor while gently steering them back to work when necessary. Encourage designated times for fun and set clear expectations about the importance of focus during work hours.

     

    1. The Passive Communicator

    The Passive Communicator tends to shy away from expressing their opinions, nodding in agreement without really voicing their thoughts.

    Passive Communicator: “I didn’t receive any instruction to do this yet…”

    To draw them out, create an open and supportive atmosphere. Ask for their input during meetings and discussions. Make it clear that their ideas are valuable and appreciated, encouraging them to share their unique perspectives.

     

    1. The Over-Analytical

    Meet the Over-Analytical thinker, the one who meticulously examines every detail before making decisions.

    When tackling a project proposal, the Over-Analytical colleague dives deep into research and analysis. Their commitment to thoroughness shines through as they strive for the best outcomes while minimizing risks. Their dedication is a testament to their passion for delivering high-quality results.

    While this trait can be valuable, it can also lead to indecisiveness and stalled projects. Encourage timely decision-making by providing clear priorities and deadlines. Offer support and guidance to help them focus on the critical aspects without getting bogged down in minutiae.

    Navigating diverse workplace personalities is no small task, but with empathy and understanding, it can be a rewarding journey. Embrace each individual’s unique qualities, communicate openly, and support one another in building a harmonious team. By recognizing the strengths and challenges of these “troublesome” personalities, we can foster a positive work environment where everyone can thrive and grow together.

    Looking for more tips on people management, check on our leadership programs. Discover more strategies and tips to enhance collaboration and professional growth.

    _________________________________________________________________

    Written by Fatin Syazanna,

    SHRA Corporate Trainer

     

    Anna is a member of the SHRA trainer team. She has a major in Education with experience working in retail. She has a deep passion for sharing knowledge and personal development. You can catch her singing and acting in advertisements, movies and TV shows. 

     2,500 total views,  12 views today

  • Strategies for Handling Customers When You Feel Like Saying ‘I Can’t Handle This Right Now!’

    Strategies for Handling Customers When You Feel Like Saying ‘I Can’t Handle This Right Now!’

    It is undeniable that working behind the customer service counter, standing for long hours and dealing with personal challenges, can lead to feelings of agitation and frustration. It is only natural for us, as humans, to be affected by the challenges we face in our lives. While social media gurus may often discuss how to handle angry customers, it’s crucial to address the realities we experience on a daily basis. However, it often feels as though we are expected to conceal these emotions while working in customer service. This can result in negative feelings building up and potentially leading to outbursts of anger and dissatisfaction.

     

    In an ideal world, understanding and empathy would prevail, creating a better and more harmonious environment for everyone. Unfortunately, in reality, achieving complete understanding can be challenging due to various factors such as differences in perspectives, limited time, and the complexity of individual experiences. Now the question arises: How can we assert our rights and demand fair treatment in a peaceful and constructive manner? Here are a few suggestions: 

     

    1. Self-Awareness

     

    Self-awareness is a crucial aspect of managing your emotions and providing exceptional customer service, even when feeling agitated. By recognizing and acknowledging your agitation, you can take proactive steps to prevent it from negatively impacting your interactions with customers. This self-awareness allows you to separate your personal feelings from your professional responsibilities and focus on delivering a positive experience.

     

    When you recognize your agitation, it’s important to validate your feelings. Understand that your emotions are valid and understandable given the challenges you may be facing. By acknowledging and accepting your own emotional state, you can approach the situation with self-compassion. This understanding helps prevent your agitation from intensifying and allows you to respond to customers with empathy and patience.

     

    Deep breathing is a valuable tool to help you regain composure. Taking a moment to breathe deeply and slowly can activate the body’s relaxation response, leading to a reduction in stress levels. As you inhale deeply through your nose, allow your abdomen to expand, and then exhale slowly through your mouth. Repeat this process several times. Deep breathing calms the mind and body, lowers your heart rate, and releases tension in your muscles.

     

    For example, let’s say you’re dealing with a challenging customer who is being demanding and confrontational. In the midst of their complaints, you recognize your own agitation building up. Instead of allowing your frustration to escalate the situation, you pause, take a deep breath, and remind yourself to respond with patience and understanding. Deep breathing helps you regain control of your emotions, allowing you to provide a positive and professional customer experience.

     

    1. Empathy and Active Listening

     

    Practicing empathy is essential in customer service, especially when you are feeling agitated. It involves putting yourself in the customer’s shoes and genuinely understanding their perspective. When you encounter an agitated customer, it’s important to listen attentively to their concerns and frustrations, even if you are also experiencing your own challenges.

     

    By actively listening, you create a space for the customer to express themselves fully. This allows them to feel heard and validated, which can help de-escalate the situation. Remember, the customer may be dealing with larger issues in their lives, such as the death of a family member, financial difficulties, or personal struggles. While it may be challenging to fully comprehend their circumstances, showing empathy and understanding can go a long way in building rapport and finding solutions.

     

    For instance, imagine a customer who is visibly upset and complaining about a delayed delivery. As you listen attentively to their concerns, you may discover that they are dealing with the recent loss of a loved one. By actively listening and showing genuine understanding, you can express your condolences and empathize with their difficult situation. This empathetic approach not only helps the customer feel heard and supported but also allows you to find appropriate solutions that address their needs.

     

    1. Take Breaks and Seek Support

     

    Taking breaks and seeking support are essential components of self-care when you’re feeling agitated in customer service. Recognizing when your agitation is escalating is crucial for maintaining your well-being and providing effective customer service. By taking short breaks whenever possible, you can step away from the situation briefly to regain composure and refocus your energy.

     

    During your break, engage in activities that help you relax and recharge. This could involve taking a short walk, finding a quiet space to practice deep breathing or mindfulness, or engaging in a quick stress-relieving exercise. By allowing yourself these moments of respite, you can reset your mind and emotions, making it easier to approach customer interactions with a calmer and more focused mindset.

     

    Additionally, seeking support from your colleagues or supervisor can be highly beneficial. Discussing your feelings with a trusted colleague who understands the challenges of the job can provide a sense of validation and relief. They may offer helpful insights, share coping strategies, or simply lend a listening ear. Similarly, reaching out to your supervisor can help in finding solutions or adjustments to alleviate some of the stressors that contribute to your agitation.

     

    It is crucial, nonetheless, to reflect on how we treat others and how we have been treated. Are we treating people fairly, despite our own challenges? Have we received fair treatment in return? By examining our actions and advocating for fairness and empathy, we can contribute to a more inclusive and compassionate environment.

     

    While achieving perfect understanding may be difficult, it is essential to recognize and acknowledge our own emotions and challenges. By promoting fairness, empathy, and open communication, we can work towards creating a more supportive and understanding atmosphere both within and beyond the realm of customer service.  Interested to know more about achieving excellence in customer service? Click on the  link to gain valuable insights and empower your team to provide outstanding service. Let your dedication to exceptional customer service be the driving force behind your company’s success.

     3,088 total views,  19 views today

  • Strategies for Handling Customers When You Feel Like Saying ‘I Can’t Handle This Right Now!’

    Strategies for Handling Customers When You Feel Like Saying ‘I Can’t Handle This Right Now!’

    It is undeniable that working behind the customer service counter, standing for long hours and dealing with personal challenges, can lead to feelings of agitation and frustration. It is only natural for us, as humans, to be affected by the challenges we face in our lives. While social media gurus may often discuss how to handle angry customers, it’s crucial to address the realities we experience on a daily basis. However, it often feels as though we are expected to conceal these emotions while working in customer service. This can result in negative feelings building up and potentially leading to outbursts of anger and dissatisfaction.

     

    In an ideal world, understanding and empathy would prevail, creating a better and more harmonious environment for everyone. Unfortunately, in reality, achieving complete understanding can be challenging due to various factors such as differences in perspectives, limited time, and the complexity of individual experiences. Now the question arises: How can we assert our rights and demand fair treatment in a peaceful and constructive manner? Here are a few suggestions: 

     

    1. Self-Awareness

     

    Self-awareness is a crucial aspect of managing your emotions and providing exceptional customer service, even when feeling agitated. By recognizing and acknowledging your agitation, you can take proactive steps to prevent it from negatively impacting your interactions with customers. This self-awareness allows you to separate your personal feelings from your professional responsibilities and focus on delivering a positive experience.

     

    When you recognize your agitation, it’s important to validate your feelings. Understand that your emotions are valid and understandable given the challenges you may be facing. By acknowledging and accepting your own emotional state, you can approach the situation with self-compassion. This understanding helps prevent your agitation from intensifying and allows you to respond to customers with empathy and patience.

     

    Deep breathing is a valuable tool to help you regain composure. Taking a moment to breathe deeply and slowly can activate the body’s relaxation response, leading to a reduction in stress levels. As you inhale deeply through your nose, allow your abdomen to expand, and then exhale slowly through your mouth. Repeat this process several times. Deep breathing calms the mind and body, lowers your heart rate, and releases tension in your muscles.

     

    For example, let’s say you’re dealing with a challenging customer who is being demanding and confrontational. In the midst of their complaints, you recognize your own agitation building up. Instead of allowing your frustration to escalate the situation, you pause, take a deep breath, and remind yourself to respond with patience and understanding. Deep breathing helps you regain control of your emotions, allowing you to provide a positive and professional customer experience.

     

    1. Empathy and Active Listening

     

    Practicing empathy is essential in customer service, especially when you are feeling agitated. It involves putting yourself in the customer’s shoes and genuinely understanding their perspective. When you encounter an agitated customer, it’s important to listen attentively to their concerns and frustrations, even if you are also experiencing your own challenges.

     

    By actively listening, you create a space for the customer to express themselves fully. This allows them to feel heard and validated, which can help de-escalate the situation. Remember, the customer may be dealing with larger issues in their lives, such as the death of a family member, financial difficulties, or personal struggles. While it may be challenging to fully comprehend their circumstances, showing empathy and understanding can go a long way in building rapport and finding solutions.

     

    For instance, imagine a customer who is visibly upset and complaining about a delayed delivery. As you listen attentively to their concerns, you may discover that they are dealing with the recent loss of a loved one. By actively listening and showing genuine understanding, you can express your condolences and empathize with their difficult situation. This empathetic approach not only helps the customer feel heard and supported but also allows you to find appropriate solutions that address their needs.

     

    1. Take Breaks and Seek Support

     

    Taking breaks and seeking support are essential components of self-care when you’re feeling agitated in customer service. Recognizing when your agitation is escalating is crucial for maintaining your well-being and providing effective customer service. By taking short breaks whenever possible, you can step away from the situation briefly to regain composure and refocus your energy.

     

    During your break, engage in activities that help you relax and recharge. This could involve taking a short walk, finding a quiet space to practice deep breathing or mindfulness, or engaging in a quick stress-relieving exercise. By allowing yourself these moments of respite, you can reset your mind and emotions, making it easier to approach customer interactions with a calmer and more focused mindset.

     

    Additionally, seeking support from your colleagues or supervisor can be highly beneficial. Discussing your feelings with a trusted colleague who understands the challenges of the job can provide a sense of validation and relief. They may offer helpful insights, share coping strategies, or simply lend a listening ear. Similarly, reaching out to your supervisor can help in finding solutions or adjustments to alleviate some of the stressors that contribute to your agitation.

     

    It is crucial, nonetheless, to reflect on how we treat others and how we have been treated. Are we treating people fairly, despite our own challenges? Have we received fair treatment in return? By examining our actions and advocating for fairness and empathy, we can contribute to a more inclusive and compassionate environment.

     

    While achieving perfect understanding may be difficult, it is essential to recognize and acknowledge our own emotions and challenges. By promoting fairness, empathy, and open communication, we can work towards creating a more supportive and understanding atmosphere both within and beyond the realm of customer service.  Interested to know more about achieving excellence in customer service? Click on the  link to gain valuable insights and empower your team to provide outstanding service. Let your dedication to exceptional customer service be the driving force behind your company’s success.

     672 total views,  8 views today

  • 5 Customer Service Techniques to Step Up Your Game

    5 Customer Service Techniques to Step Up Your Game

    It doesn’t matter how great your product is: If your customer service is poor, people will complain about it, and you will lose customers.

    But the good news is, it is possible to turn things around. Transforming your customer service from mediocre to great won’t happen overnight. A serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization are necessary to achieve this.

     

    1. Empathy techniques 

    Last December, during the school break, my family and I visited Bali and checked into the Ritz-Carlton. I had brought along specialized eggs and milk for my son, who had food allergies. Unfortunately, upon arrival, I noticed that the eggs had broken and the milk had gone bad. Despite the Ritz-Carlton staff’s efforts to locate the items in their kitchen, they were unable to find them.

    However, the executive chef at the resort went above and beyond to assist us. He recalled a store in town that stocked the products we needed, and he contacted his daughter to purchase them and deliver them to the hotel. We were thrilled by this exceptional service. It’s no surprise that so many of the Ritz-Carlton’s customers remain loyal to the resort after experiencing such remarkable hospitality. Needless to say, we wouldn’t even consider staying anywhere else after that.

    This story showcases exceptional customer service that exceeds expectations. The service provided by the Ritz-Carlton team highlights how businesses can cultivate customer loyalty and satisfaction by prioritizing their customers’ needs and going the extra mile to meet them. It’s a powerful example of how outstanding customer service can create lasting impressions and keep customers coming back.

     

    1. Explanation techniques

    I can still remember the bittersweet memories as I embarked on motherhood back in 2015. My son used to have sensitive skin besides food allergies. As a new parent, I found that buying skin care products for babies can sometimes be a nightmare. There are so many products out there in the market claiming to be the best for baby skin that you will have a hard time settling for one. 

    After days of searching for the right product online, I stumbled upon an online shop that offered exceptional customer service unlike any I had ever experienced before! The representative addressed all of my queries with a straightforward explanation structure, which was exactly what I needed.

    She talked about the problem: “Your baby’s gentle skin may not be tolerant of some chemicals.” Then the solution: “Look for signs of allergies in your baby whenever you apply a new lotion or other baby product on him.” Then the benefit: “This way, your baby’s skin will stay soft, and you won’t have to worry about allergies.” Very simple, very powerful.

     

    1. Name memorization techniques

    Do you ever feel annoyed when someone forgets your name? Despite our own tendency to forget names, we all appreciate when someone remembers us. Remembering someone’s name can help make a positive impression, but unfortunately, many of us struggle to recall the names of people we have met, even shortly after being introduced. Luckily, there are some techniques that can help. 

    Firstly, meet and repeat. Repeat the name of the person. Not only echoing after they mentioned it, but try to use it throughout the rest of your conversation. “So, Ain, did you see our tutorial section?”

    This technique reminded me of Dr. Zainal. An owner of a clinic in my neighborhood who always addresses us by our names whenever we visit. His attention to detail and personalized approach makes us feel valued and taken care of. Consequently, despite having to endure long queues, we never sought medical attention elsewhere.

     

    1. The happy-to-see-you technique

    Have you ever received a telemarketing call that made you feel as if you were speaking with a friend? This technique, as described in The Charisma Myth, is not centered around memorization, but rather focuses on using a person’s name to create a positive experience. 

    While most phone representatives are trained to answer calls with a warm and enthusiastic tone, author Olivia Fox Cabane suggests using a neutral tone initially, and then responding with warmth and enthusiasm once the person’s name is recognized. This approach can make the individual feel valued and appreciated. 

     

    1. Listening technique

    Careful listening is one of the fastest tools to make other people feel important. Some of the active listening techniques that are useful for customer service include body language. Your posture strongly influences your ability to listen — even when you’re not meeting face to face. 

    Secondly, closing your eyes while on the phone. This will increase your presence, and make it easier to focus solely on what’s being said.

    Thirdly, say “Okay”, “Yes”, “I see”. These small inferences show the speaker that you are still with him, and it is especially important in a real-time conversation in which you don’t see each other.

    In summary, taking care of customers is not only the right thing to do, but it’s also a smart business strategy. When customers feel valued and appreciated, they are more likely to continue doing business with a company, provide positive feedback and reviews, and recommend the business to their friends and family. That can lead to increased profits and success. Interested to know what else it takes for you to provide exceptional customer service experiences? Click on this link to find out more about creating a positive, hassle-free customer experience for everyone who deals with your company. 

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  • National Training Week- What Program Should I Take?

    National Training Week- What Program Should I Take?

    In today’s rapidly evolving business and talent landscape, the reskilling imperative has taken center stage. The World Economic Forum’s prediction that 50% of all employees will require reskilling by 2025 has sent ripples across industries, highlighting the urgency of staying abreast with the shifting skills landscape.

    Skills obsolescence poses a grave risk, not only to individual careers but also to business sustainability. To combat this, initiatives like the National Training Week play a pivotal role in talent development. National Training Week is scheduled from 22nd to 28th May, providing an opportune moment for professionals to level up their skills and reclaim their place in the talent game. The question is – how to choose the right upskilling program among the 5000 programs offered during this period of time? 

    As a learning addict myself, there is a danger of ending up learning “nice to have” programs, instead of the programs that can provide a transformative turning point for our career and personal life. Therefore, I would like to share a few tips before you jump into the sea of programs offered by National Training Week. This could prevent us from procrastinating the learning journey and make this self-investment worthwhile. 

    Step 1: Consider what are your current skill gaps that are stopping you from moving to the next level? Self-assessment and feedback from colleagues or superiors can provide valuable insights into the areas requiring development.

    Step 2: Write down why is it important for you to take up this program? This will create a commitment and promise to be determined throughout the whole learning process. Once you have established a meaningful purpose, it will be prioritized and treated as a non-negotiable task in your daily work plan or activity. 

    Step 3: Determine the NEW action that you will take on, once you obtain the NEW knowledge or skills. This will help you align your professional aspirations with the skill you intend to work on. The relevance of skills relating to the future of how you see your career is vital. Being able to see yourself apply the newly acquired skills in your daily work routine is a critical step in reinforcing your learning and making the most of your upskilling endeavors.

    National Training Week targets RM250 million training value in total, in which you would need to be skillful in researching the quality and credibility of the program, as all of the programs are listed as FREE. Look for programs with a proven track record, positive reviews, and recognition in the industry. While technical skills are crucial, the value of soft skills cannot be overstated. NLP communication skill, leadership, problem-solving, and emotional intelligence are just a few of the many soft skills that are increasingly sought after by employers. Soft skills enable employees to adapt to new situations, learn quickly, navigate complex situations and come up with effective solutions. In a fast-paced, ever-evolving work environment, these skills are invaluable.

    Last but not least, active participation is key to maximizing learning during this week. Engage in discussions, ask questions, and take notes. Remember, the more you put in, the more you get out. Upskilling is a journey, not a destination. There will always be new skills to learn and ways to improve. Stay open to learning and embrace the opportunities that come your way. By doing so, you’ll not only enhance your career prospects but also stay relevant in the rapidly evolving world of work.

    Register today for the SH Retail Academy’s complimentary program and take the first step towards upskilling yourself and your team as we will be offering free e-learning programs, physical and virtual training stated in the poster below, click here to secure your spots now! Other than that, we offer customized programs that cater your business needs and also offer a wide variety of retail training, including customer service, retail operations and new retailing landscape training. If you’d like to know more about these programs, feel free to click here.

     

     

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