IMPROVE YOUR CUSTOMER’S EXPERIENCE WITH
Customer Service Training
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.
