Emphasizing Emotional Intelligence (EI) in Customer Service: Developing Training Modules for Retail Staff 1. Introduction Emotional Intelligence (EI) is the ability to recognize, understand, manage, and influence one’s own emotions and the emotions of others. In the retail industry, emphasizing EI in customer service…
As any retail professional knows, KPI’s (Key Performance Indicators) provide valuable information about the retail operation as a whole, and about individual business units – stores, for instance. Often, store performance is quickly evaluated on the basis of a few select KPI’s. Those are…
Loyalty Program for Your Business Before you get started planning, you should ask yourself if a customer reward program is a good fit for you and your business. While loyal customers are an important part of any business, some companies aren’t a good fit…
The functioning of our world is intricately linked to the workings of the human mind. Every action and reaction we witness is a result of what goes on within our minds. Our physical actions are simply the outward expression of our internal thoughts. Even…
How to Become a Strong Leader? To be an effective leader, your followers must have trust in you and they need to be sold on your vision. Korn-Ferry International, an executive search company, performed a survey on what organizations want from their leaders. The…
Let’s discuss the management and development of employees. As more experienced individuals transition to higher positions, retirement, or pursue other interests, younger employees step up to fill the gaps. It’s important to judge each person based on their own merits. We don’t assert that…
CORRECTIVE ACTION: When, Why & How In this section, we are going to look at the reasons for performance problems. We are first going to give you the highlights and later take each point and expand on that point. There is a lot of…
Music to Your Customers’ Ears Particularly during busy times, when you see increased customer traffic in the store, you will need to come up with a short and sweet message to give to your staff heading out onto the sales floor every day. We…
Some people have a lot of holiday spirit and they want to demonstrate that to everyone. They’re happy before, during and after the holiday season. Others are not so crazy about the holidays. Maybe they’re just not the festive type or they don’t celebrate…
Highly Successful Retail Managers (HSRMs) are not auditors or police and they do not try to act that way when they are in the stores. A manager’s presence in a store can be the best and most productive way to increase performance of all…