Retail Customer Service

Course Description

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
• Personal Shopper
• Retail Business Consultant    

What Will the Learning Experience Include?

Phase: 1

Introduce

• 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.

Phase: 2

Explore & Practice

Phase: 3

Apply

• 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.
• Participant's Evaluation
• Trainer's Evaluation

Phase: 4

EVALUATE