Customer Service Training

IMPROVE YOUR CUSTOMER’S EXPERIENCE WITH

Customer Service Training

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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.

  • ANNE POLLARD
    ANNE POLLARDHead of Learning and Development, 2degrees
    “We tailored RedSeed towards our environment, we used our people in the videos and that gave it a sense of realism and relevance for the rest of our team.”
  • MATT ROBERTS
    MATT ROBERTSGeneral Manager, Hunter Furniture Group
    “It's not just seen as an investment in the business but our teams see it as an investment in themselves as well.”  
  • KARMA WETERE
    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”
  • MATT ROBERTS
    MATT ROBERTSGeneral Manager, Hunter Furniture Group
    “With what we’ve developed with RedSeed our staff are really enjoying the interaction — it’s suited to our business, it’s relevant, it’s clearly tailored and they look forward to the new modules coming out and working their way through it.”  
  • KARMA WETERE
    KARMA WETEREGeneral Manager of Retail, Max Fashions
    “The impact has been huge! Team engagement and feedback on the RedSeed training has been incredibly positive”
  • YASMIN KACHWALA
    YASMIN KACHWALALearning and Development Manager, 2degrees
    “RedSeed has positively impacted our sales, our NPS and our mystery shopping results.”