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
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
- Creating rapport
- Honesty gestures
- Eye contact
- The importance of listening
- Active listening
Section 3: Retail Winning by Communication
- Self-awareness and confidence
- Politeness
- Communication techniques in Retail
- Acknowledging needs of Customers
- Positive Phrases – Heart winning
- Persuasion and influencing
- Avoiding jargon
- Beginning and ending interactions
- Being professional
- Over the phone
Section 4: Effectively Dealing with Complaints
- Asking questions
- Explaining and apologizing
- Admitting to mistakes
- Being empathetic
- 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
- Social media
- Mystery shoppers
- Feedback and surveys
- Staff training
- Strategies to improve your customer service experience
- Open Discussion – Final Notes