Location

Duration

Date

Fee inclusive of VAT

Course Overview

It’s no secret that the retail industry experiences rapid and constant turnover in staff and more competition than ever from online sellers. Keeping customer-service employees upbeat and motivated is no small task, but that is precisely what this course is designed to do. By understanding the importance of providing excellent customer service, participants will be able to overcome some of the barriers that keep them from delivering it now. Additionally, they will learn some important tension-relieving tactics that will help them remain calm when faced with even the most demanding customers whether on the phone or face to face.

Course Objective

At this program’s conclusion, participants should be able to:

Identify the features of excellent customer service.
Recognize behaviors and actions that irritate or offend customers.
Understand how to communicate clearly and respectfully with customers and coworkers alike.
Explain different customer behavior styles and know how to adjust to each.
Know how to measure customer satisfaction levels and increase them as needed.
Understand techniques for dealing with difficult customers.
Practice stress-reduction techniques as a way of being able to continue delivering the best possible customer service.
Develop a personal action plan to improve their service skills when dealing with the public.

Who Should Attend?

This course is suitable for anyone working in a retail customer service role, at all levels of employment, who wishes to improve their service skills. This includes employees who deal with customers face-to-face or over the telephone.

Course Outline

A “Goodie Bag” of Information: How to Make Service Exceptional
You Gave Me a Trash Bag!: What Makes for Poor Customer Service
Paper or Plastic?: How to Communicate Clearly
A Mixed Bag: It’s a Communication Jungle Out There
Toting up the Score: Measuring Customer Satisfaction
A Handy Bag of Tricks: Managing Difficult Customers
Just Bag It!: De-Stress for Success
Proof of Purchase: Wrapping Up

Training Methodology

Presentation & Slides
Audio Visual Aids
Interactive Discussion
Participatory Exercise
Action Learning
Class Activities
Case Studies
Workshops
Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy

Upcoming Courses

Personality At Workplace

Empower yourself with techniques and solutions to make the best possi

Executive Assistance Skills

Although managers are becoming more and more autonomous with the curr

Purchase System: Correspondence, Negot

Define the objectives and functions of materials management (purchasi

Accounts Receivable: Planning, Organiz

The management of the accounts receivables (debtors) of an organizati

Supply Chain & Logistics Management

This seminar is aimed at both suppliers and buyers who need an overvi

Problem Solving & Decision Making

In today’s world middle and senior level managers are faced wit

Strategic Planning & Developing Busine