Press Releases
View All Press Releases| Bucks Free Press - James Nadal | 27 Oct 2009 |
Customer service training for Marlow businesses
TWENTY-ONE businesses in Marlow have signed up to a scheme which commerce chiefs hope to make the town stand out from the consumer crowd.
Marlow Chamber of Trade have devised the new marketing strategy for the town, called the Marlow experience.
It was launched in September.
Participating companies have been given a code of conduct and customer service training as business bosses aim to attract more customers to the riverside town.
The 60 year-old organisation, which represents around 100 businesses in and around Marlow, believes it is unique.
It has been created as one of a range of measures to combat the recession and involve more traders with the chamber.
Vice-president Annie Mulady, who provides leadership training through her business Mulady Solutions, has been running the free customer service workshops.
Participating companies take an induction course designed to refresh retail skills.
Ms Mulady said: “Sometimes people can get stuck in a rut and a workshop such as this will bring in new skills.
“It’s making sure everyone from the Saturday girl to the full time members of staff that they are aware of the impact they have on customers when they walk through the door.”
Staff have been told what mannerisms can put people off their shops and how it can leave a lasting impression.
“One of the areas which causes a constant surprise was how much bad news travels and how far it travels,” she said.
“People tell each other very quickly when they’ve had a bad experience.”
Staff who “hide behind the cash till” or are “simply not offering a smile” will turn customers away, they have been told.
Ms Mulady said body language, tone of voice and particularly giving a “genuine smile” had been emphasised in the classes.
If your business is interested in becoming part of the scheme contact Marlow Chamber of Trade and Commerce.
