BOULDER, Colo. (BRAIN) — A new 20-video series to help retailers teach staff the basics of customer interaction is now available online. The one-minute Customer Satisfaction Videos cover everything from basic greetings and manners to more specific topics like merchandising and selling service.
The CST series is the brainchild of Ray Keener, founder of Growth Cycle, a retailer training organization. Keener teamed with retail consultant Dan Mann of The Mann Group to produce the videos, which are available through a portal on Myagi, an online training provider. Keener and Mann launched the project earlier this year and brought on 61 shops as charter members.
The team filmed the videos using input from a dealer survey and a retailer steering committee, and with the help of other industry organizations, including the Professional Bicycle Mechanics Association and PeopleForBikes.
Keener said the goal of the project is to help IBDs elevate their customer service by focusing on attention, respect and expertise. But he also hopes the videos will give employees some ownership over their position and training.
“We envision a few ways that retailers can use the videos, one of which is to have the staff watch all 20 and then vote …read more