Setting expectations and showing your team how to give your customers an outstanding experience must be your top priority!
The experience that your customers have with your team can be the difference between them purchasing with you or your competitor.
No business can afford to be pushing their customers away!
Understanding a customer’s expectations and also what upsets customers can provide valuable insight for your team and give them the motivation to lift their game and set you apart for all the right reasons!
Coach-led
Harnesses the power of your managers as coaches.
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Video based
Video is at the heart of the RedSeed blended learning solution.
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All devices
Viewing on computer, tablet or phone — RedSeed will shine.
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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.
- JAY MONZONLearning and Development Specialist, 2degrees
“The support has been amazing and very prompt which allows our staff to continue doing what they need to do and not worry about any technical issues.” - KARMA WETEREGeneral Manager of Retail, Max Fashions
“Since using RedSeed, our Mystery Shopper results are up on last years, and our items per sale have increased well over eighty per cent!” - PAUL GIANOTTIExecutive GM, Operations – Warehouse Stationery
“We’ve been through eighteen consecutive quarters of same-store sales growth.” - KARMA WETEREGeneral Manager of Retail, Max Fashions“How do we keep engagement up? It comes from the top, you’ve got to live it and breathe it — that’s it”
- KARMA WETEREGeneral Manager of Retail, Max Fashions“Not only did we find that increases in RedSeed Energy mapped to improvements in Mystery Shopper results, we also found the opposite to be true. Stores that saw a drop in Energy also saw a large drop in Mystery Shopping results”
- KELLY HOPKINSLearning and Development Manager, Kathmandu
“We chose RedSeed Recruiting for our store managers to become more confident in recruiting their teams, but also more effective in choosing the right people. We really like the RedSeed platform as it includes video content, coaching and a realtime direct feedback element — and that’s really important to us.”