Retailers are again getting to know our customers as individuals – and it’s something we applaud! But are we creating hidden risks by not doing the same for our employees? It is clear that all retail businesses should aim to provide every customer with the best service they can and to achieve this it is essential to ensure that workers have the necessary information to achieve and maintain excellent listening, body language, and communication skills when dealing with customers. Therefore, In order to avoid risk to one’s retail reputation, retailers must realize that their workforce is as central to brand success as their customers. So, organizations must ensure that their staff plays an active and positive role in building their brand relationships with shoppers and customers.
This training has been specially designed to improve retailers’ skills as how to handle difficult customers and how to create repeat customers by improving the retail customer experience.
Equip participants with the skills required to confidentially manage high levels of customer service whilst participants will look at different types of customers and the ways in which they behave. Practical techniques and checklists that will help delegates solve difficult situations and manage difficult customers. Participants will also be encouraged to develop a greater understanding of their own behavior and explore the effect it may have on others.
Learn the importance and benefits of having excellent customer service skills.
Understand how body language and listening play an essential role in providing good customer service.
Be able to adapt their communication to the customer and their needs.
Know how to remain professional when providing customer service in person and over the phone.
Learn how to deal with complaints effectively.
Understand the law in regards to refund and exchange policies.
Understand the importance and relevance of social media.
Know how to evaluate customer service through feedback and staff training.
Benefits of Organization
Higher Employee Motivation & Engagement
Improved Customer Service Skills
Increased Customer Satisfaction
Increased Staff Confidence
Increased Customer Loyalty
Strong Customer Relationship
Who Should Attend?
Customer Services Managers/supervisor / Assistant
Retail Managers / Supervisor / Assistant
Sales Manager /supervisors / Assistant
Retail Business Consultant
Day 1: Basics of Customer Service
The importance of customer service
The cost of poor customer service
Internal and external customers
Why excellence in customer service is a hot business boardroom issue
Understanding what your customers expect
Benchmarking for competitive success – Understanding that benchmarking is not always the answer
Meeting and exceeding changing customer expectations
Assessing your organizational culture for customer service focus
Core foundations for building a customer-centric culture
Overcoming obstacles to customer service excellence
Day 2: Body Language and Listening
Your appearance and First Impression
Open and closed body language
Importance of Product Knowledge
The importance of listening
Day 3: Retail Winning by Communication
Self-awareness and confidence
Communication techniques in Retail
Acknowledging needs of Customers
Positive Phrases – Heart winning
Persuasion and influencing
Beginning and ending interactions
Over the phone
Day 4: Effectively Dealing with Complaints
Explaining and apologizing
Admitting to mistakes
Dealing with queues
Refund and exchange policies
Handling complaints and abuse
LEAP – Customer Care
Day 5: Evaluating Customer Service
Steps to the successful measuring of your customer service
Feedback and surveys
Strategies to improve your customer service experience
Open Discussion – Final Notes
NOT INTERESTED IN THIS COURSE?
We always want to improve the quality of our courses. Please select any reasons why you feel this course is inadequate (check all that apply).