Scott Sesser MA Seattle Pacific University 2015 iPad Practice 1 2 iPad Practice 2 3 iPad Practice 3 4 Cooperative Customers S MART Goal Employee Behaviors Positive and Professional ID: 794899
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Slide1
Customer Engagement:iPad Training Workbook
Scott Sesser, M.A., Seattle Pacific University, 2015
Slide2iPad Practice #1!
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Slide3iPad Practice #2!
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Slide4iPad Practice #3!
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Slide5Cooperative CustomersSMART Goal: .
Employee Behaviors:
Positive and Professional
Problem Solving (steps and resources)
Let me check the AS400
Let me grab a
Telzon
and I’ll be right back
Let me double check with the manager about that
Ask for customer’s email
3 “End of Transaction” phrases
Thank you for purchasing with us. The front cashier will check
you
out
I’m sorry we couldn’t find the right product. Is
there anything else I can help you with?Well, I’ll be around if you have any questions.
Customer Behaviors:Cues: wondering or asking for helpConcerned about technologyConcerned about product
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Slide6Uncooperative Customers3 Types:Uncertain: people who are having a hard time deciding what they want.Rude: customers that are unkind, crude, demeaning, and so on.
“
Walgreens.com
?”: A customer who decides its easier for them to just use the website at home
YOUR response behavior
:
Uncertain:
Does this product look right?
Can you tell me what you are looking for?
I’ll be around. You take some time and think about what you need and I’ll check in later okay?
Rude:
Ignore the rudeness
Problem-solving
“Wagreens.com?”
Yes! Feel free to use it at home if you like!
ALWAYS:Kind and ProfessionalProactively try to customer’s solve problems6
Slide7Uncooperative CustomersALWAYS:Kind and ProfessionalProactively try to customer’s solve problems
YOUR response behavior
:
Uncertain:
Rude:
“Wagreens.com?”
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Slide8Real Customers, Real Practice!Partner Behaviors:Approached Customer
Said the opening lines
Reaction to customer:
Uncertain
Rude
“Walgreens.com?”
Appeared to use iPad functions with minimal hesitation
Explained online order process slowly and carefully to customer
Asked for email
Ended conversation professionally with Branded Salutation
Overall Pleasant
Manner
Overall
Professional Manner
Customer Behaviors:
(Check all that applied)
A: PleasantA: ExcitedB: UnsureB: Confused
C: Rude
C: Irritated
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Slide9Final DebriefTasks:Write out all 5 steps of using iPadWrite 3 End of Transaction responsesSet 3 goals for the next few weeks
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Slide10Notes . . .
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