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15 Difficult Customer Types & How To Deal With Them

Katie Scheer | Aug 20, 2019 9:33:00 AM

Unhappy Restaurant CustomerCustomers come in all shapes and sizes.  And some just like to complain.  Constantly.  And that is very frustrating, stressful, and frankly annoying.  One customer can disrupt your company's entire day by making an unrealistic demand, and your team can be sent into a tailspin trying to figure out how to satisfy this ridiculous request and to make this customer happy.  Or, how about the customer that calls and asks for a solution, but has no suggestions for how and what should be implemented?  All of these details are then left up to you and your team, which can lead to uncertainty and a bit of insecurity since all of you might think you understand what is best, but you have nothing to guide you on how close to the mark you will be.  None of these scenarios are fun, so for the betterment of our business and employees, we have to learn how to navigate through each type of customer relationship and the unique characteristics included with them.  That way, we can care for each customer in a better manner, which will improve their overall satisfaction and increase the morale of your team.

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Topics: Customer Service, Training, Problem Resolution, Difficult Situations

A FOCUSed Sales Approach

Katie Scheer | Jun 25, 2019 9:26:00 AM

Businesses aren't successful by chance.  Someone, who may be you, has to focus and have the vision for what it takes to thrive in today's economy and to continue to provide exceptional service to a demanding consumer market who has high expectations.  Might sound complicated, but let's make it easy and go back to Basics 101.  How about you simply embrace and teach our "FOCUS" concept, which is a simple method that truly focuses on successfully serving your customers?  It always comes back to paying attention to service and delivery when you want to move your needle of success and increase your sales.  Right?

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Topics: Customer Service Skills, Customer Service, Training, Customer Experience

You Get Your Evaluation Report From Us, Now What?

Katie Scheer | Jul 10, 2018 9:22:00 AM

Shop Report - How to Improve Graphic 

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Topics: Training, Quality Assurance, Self Improvement

ProTip: Being a Guide Takes You Places

Michelle Nitchie | Jun 26, 2018 9:04:00 AM

ProSolutions - Help Up the Mountain

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Topics: Goals, Training, Teamwork, Innovation, Leadership and Management

ProTip: A Gym Membership for Your Brain

Michelle Nitchie | Oct 17, 2017 9:04:00 AM

Time for Training.png

 

Contrary to what many owners think, good staff want to be well trained.  They crave learning how to do their jobs better and being stimulated by exciting new ideas.

-Tabatha Coffey, Own It!

 

 

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Topics: Training, Job Satisfaction, Leadership and Management, Growth

The ProSo Method To Achieving Service "wow's"

Jana Love | Oct 3, 2017 9:17:00 AM

In the hospitality industry "wow factor" is a phrase not only used, but something the industry strives to achieve in the service they provide. There is a short list of companies that are noted and revered for consistently achieving this service level. The challenge that we see is executing and delivering the "wow factor" is often misunderstood.

Here's what I mean, as a consumer, we expect a certain level of good, consistent service and anything above this is a bonus. This isn't close to the level of service we are talking about regarding "wow." Studies show that 65% of customers that are "satisfied" will end up taking their business somewhere else for a better offer (better service). Customers are not "wowed" by expected service, but rather by the unexpected service provided that met a need they didn't even know they had. This is what separates the "good" from the "great."

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Topics: Memorable Interactions, Exceeding Expectations, Training

Tips and resources on how to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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