Artwork

Dr. Joseph A. Michelli에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Dr. Joseph A. Michelli 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
Player FM -팟 캐스트 앱
Player FM 앱으로 오프라인으로 전환하세요!

The Power of Product Knowledge: Mastering the Basics

3:52
 
공유
 

Manage episode 450227079 series 2376179
Dr. Joseph A. Michelli에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Dr. Joseph A. Michelli 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

In this episode, Dr. Michelli reflects on a pivotal experience that reshaped his approach to customer service training while working with Godiva's retail team. The realization struck during a disappointing lunch at a new restaurant, where the server needed more essential product knowledge about the menu items. This highlighted a significant oversight in customer service training.

Dr. Michelli revisits the fundamental lessons he incorporated into Godiva's training, emphasizing the necessity of ensuring every team member grasps the basics of the products or services they provide. He outlines five critical lessons for any business aiming to elevate its customer service:

  1. Master the Basics: Employees must thoroughly know the products or services to foster trust and demonstrate competence.
  2. Experience Beyond Aesthetics: The entire customer experience should be meticulously designed, extending beyond visual appeal to include all aspects of service interaction.
  3. Empathetic Problem Resolution: Training staff to handle issues graciously can transform potential negatives into positive experiences that encourage customer loyalty.
  4. Hiring with Heart: Focus on recruiting individuals with a natural inclination towards service, as a service-oriented personality is crucial for genuine customer engagement.
  5. Aim for Customer Happiness: The ultimate goal is for customers to leave happier than they arrived, creating memorable experiences that drive repeat visits.

Dr. Michelli reminds listeners that what might seem obvious, like product knowledge, is often overlooked, underscoring the importance of not taking "common sense" for granted in customer service.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

4
  continue reading

571 에피소드

Artwork
icon공유
 
Manage episode 450227079 series 2376179
Dr. Joseph A. Michelli에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Dr. Joseph A. Michelli 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

In this episode, Dr. Michelli reflects on a pivotal experience that reshaped his approach to customer service training while working with Godiva's retail team. The realization struck during a disappointing lunch at a new restaurant, where the server needed more essential product knowledge about the menu items. This highlighted a significant oversight in customer service training.

Dr. Michelli revisits the fundamental lessons he incorporated into Godiva's training, emphasizing the necessity of ensuring every team member grasps the basics of the products or services they provide. He outlines five critical lessons for any business aiming to elevate its customer service:

  1. Master the Basics: Employees must thoroughly know the products or services to foster trust and demonstrate competence.
  2. Experience Beyond Aesthetics: The entire customer experience should be meticulously designed, extending beyond visual appeal to include all aspects of service interaction.
  3. Empathetic Problem Resolution: Training staff to handle issues graciously can transform potential negatives into positive experiences that encourage customer loyalty.
  4. Hiring with Heart: Focus on recruiting individuals with a natural inclination towards service, as a service-oriented personality is crucial for genuine customer engagement.
  5. Aim for Customer Happiness: The ultimate goal is for customers to leave happier than they arrived, creating memorable experiences that drive repeat visits.

Dr. Michelli reminds listeners that what might seem obvious, like product knowledge, is often overlooked, underscoring the importance of not taking "common sense" for granted in customer service.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

4
  continue reading

571 에피소드

모든 에피소드

×
 
Loading …

플레이어 FM에 오신것을 환영합니다!

플레이어 FM은 웹에서 고품질 팟캐스트를 검색하여 지금 바로 즐길 수 있도록 합니다. 최고의 팟캐스트 앱이며 Android, iPhone 및 웹에서도 작동합니다. 장치 간 구독 동기화를 위해 가입하세요.

 

빠른 참조 가이드