Who’s it for?

• Retail and customer service teams.
• Anyone who has a face-to-face interaction with your customers.

Topics covered

• Why is customer service important?
• Customer expectations and journey.
• Choosing a positive attitude.
• Greeting customers.
• Responding to buying signals from customers.
• Helping customers find what they’re looking for.
• Good communication skills.
• Being professional.
• Understanding what upsets customers.
• Resolving complaints.
• Phone etiquette.
• Processing sales.
• Farewelling customers.

Learning outcomes

After completing this course, your team will be able to demonstrate the following behaviours with confidence;

• Greet all customers appropriately when they enter the store.
• Make themselves available to customers by staying visible and looking for signals that customers need help.
• Uses good communication skills to make sure the customer’s experience is positive.
• Brings their ‘A’ game to work and is positive, enthusiastic and friendly with customers.
• Understands what upsets customers and avoids these behaviours.
• Is able to resolve issues for customers calmly, and to their satisfaction.
• Is polite and professional on the phone and can juggle customers instore with those on the phone.
• Is efficient in processing sales and understands what the appropriate level of chit-chat is while they are serving the customer.
• Farewells the customer and encourages them to return to the store.

Optional extras

Add 10 customised videos to demonstrate the customer service techniques in-situ. Scripted in partnership with key stakeholders and filmed in your environment, using your people.