Illene Kollier- 7 Diamond- Ten Years in Premier
Training: Goldern Guareentee
What is the Guareentee- if you are a customer who owns a piece of Premier, and have a piece with a manufacturing defect,
-claps breaks
-magnet doesn't work
-stone falls out
-about 21 defects
Wear or tear- flaking, discoloration, etc. just after 3 months, not after 5 years.
Must take care of our jewelry.
You are not paying for heirloom jewelry so you can't expect heirloom quality. It won't last for you to will it to your grandchildren.
Don't leave it out on a dresser or sink
Purse or shoes in box or bag to keep them clean or dustfree
Change up jewelry to excessoriaze outfit, just like you do with your handbags and shoes.
Wear and tear is expected but not always refundable.
Satisfied customers are our keys to the success of our business.
Have great customer service.
-A typical business only hears from 4% of dissatisfied customers say they're upset. The other 96% don't say anything at all, and
Just never return to the business.
68% quit from an attitude of not caring.
Costmer loyaty is worth more than anything.
Retain a pool of happy customers.
It's tough to resist someone who really wants to help you. You get what you give in life. Sometimes you'll give more and sometimes you'll receive more. You reap what you sow.
Make helping our cusotmers our top priority.
A business is like tennis, those who don't serve well, don't win.
Customers buy for two reasons: Good feeling and to solve problems.
They don't buy jewelry, but confidence and a look.
People spend money when and where they feel good.
Put yourself in a happy state and have a great attitude. If you don't feel happy, you have to fake it. Attitude is contagious.
Customers should feel good everytime they feel good about themselves. You might be the only Premier they only know.
Customers judge how you deliver what you promise and how you solve problems like broken jewelry.
Be relieable and do what you say you'll do, do it when you say you will, and do it with excellence.
Do what you say you will with credit. They want piece of mind and they will return to people who sincerely want to help us.
Have a great attitude, and approach problem with a sincere attitude.
How long they've had the piece, how they have taken care of it. Help the customer, even if you didn't sell it.
Customers don't want to be drilled with questions like: Who was the jeweler, what did she look like?
She's mostly upset about the jewelry broke, and if you help her, she'll come to you to buy again.
Be assessiable. Keep them informed and do the service as soon as possible.
Return calls within 24 hours.
Be empathatic. Put your customer first.
Apologize for the problem and rassure them that you understand them and want to help them.
Use the returns as an opportunity to serve your customers.
CUstomer service makes the difference!
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