* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
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.
What Do Participants Learn?
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.
Who Should Attend?
Customer Services Managers/supervisor / Assistant
Retail Managers / Supervisor / Assistant
Sales Manager /supervisors / Assistant
Retail Business Consultant
What Will the Learning Experience Include?
Comprehensive pre-program activities include:
Web-based information forms & surveys completed by attendee.
Direct consultation with the attendee about the expectations.
During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
Participants learn from expert trainers who have both academic and business experiences.
Highly applicable training content & instructive activities for adding depth to training topics.
**A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Explore & Practice
Apply & sustain the learning experience by using this ongoing support:
To ensure participant has new skills or behavior progress.
Optional, fee-based mentoring & coaching with the trainer.
Training materials & additional documents (e-books, pdf files, presentations and articles)
Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
Section 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
Section 2: Body Language and Listening
Your appearance and First Impression
Open and closed body language
Importance of Product Knowledge
The importance of listening
Section 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
Section 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
Section 5: Evaluating Customer Service
Steps to the successful measuring of your customer service
Feedback and surveys
Strategies to improve your customer service experience