Embedded Files
The Knowledge Network is a digital platform designed specifically for the green industry, transforming how vendors connect with garden centers and their employees. It offers a collection of micro-sites curated with high-quality content from leading industry brands, including educational videos on plants and products, social media feeds, blog posts, and more.
Step 1: View Knowledge Network Channels
View the channels in the Knowledge Network located in your Manager's Portal. These channels of training will be selected by the IGC Owners for the benefit of having their employees learn more about the brands they carry.
Each brand's channel exchanges education/training, social media updates, product updates, and blog posts. These feeds are added to your Vendor Training area as part of the employee's training content.
Step 2: Request Knowledge Channels to Your Site
After viewing your knowledge channel options, use the remote control to submit your request to add your channels by providing your email, garden center name, and desired channels.
Upon confirmation of your request, embedding these knowledge channels will be placed inside your training section of your ConnectSpace™.
Step 2: Add our Knowledge Calendar Too
Additionally, to help streamline access to professional development, we hope to consolidate some key industry training and workshops into a single calendar, The Knowledge Calendar!
By having this calendar, we hope to make it easy for you to discover essential learning opportunities for your team all within your intranet platform.
Step 4: Enjoy the Learning with Your Team
Now you and your employees can enjoy updates from your favorite brands or growers in one place - Your ConnectSpace™! Updates include brand and product news, social updates, blog posts, catalogs, promotions, training/workshops and much more! We believe employees now have the exchange of information that promotes ideas, update knowledge and and overall education.
Click on the Sample Knowledge Channels Below.... These channels can be added to your Vendor Training area for maximum learning!
Click on the Knowledge Calendar Below.... This calendar will help source training for your employees. This calendar is added to your training area as well.
CUSTOMER SERVICE TIP OF THE WEEK
CUSTOMER SERVICE TIP OF THE WEEK
How To Deal With Angry Customers
How To Deal With Angry Customers
1) Stay calm and composed
Take deep breaths: Manage your own emotions to respond with a level head.
Don’t take it personally: Understand that the customer is frustrated with the situation, not with you directly.
2) Listen actively
Let them vent: Allow the customer to express their concerns fully without interrupting.
Show engagement: Use non-verbal cues like nodding and taking notes to show you’re fully engaged.
3) Acknowledge and Empathize
Validate their emotions: Use phrases like “I understand why you are upset” or “I can see how this situation is frustrating for you.”
Offer a sincere apology: Apologize for the inconvenience or the negative experience they’ve had.
4) Summarize and Clarify
Rephrase their concerns: Confirm your understanding of the problem by summarizing their main points.
Ask open-ended questions: Gather necessary details to fully grasp the issue.
5) Propose solutions
Offer options: Ask the customer what they think is a fair solution. If they don’t know, present a few potential solutions. This technique gives the customer a sense of control.
6) Know when to escalate
Involve a manager: If the situation becomes too complex or you can’t satisfy the customer, don’t hesitate to escalate the issue to a supervisor.
An overview:
To effectively handle an angry customer, remain calm and listen actively to their concerns without interruption. Acknowledge their feelings and offer a sincere apology for their experience. Then, identify the core problem and help the customer come up with potential solutions. Finally, take prompt action to resolve the issue and follow up to ensure satisfaction.
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