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Retail Customer Service Training

retail customer service workshop

In the Bag: Exceptional Retail Customer Service

Available Formats

  • Half Day
  • One Day
  • Two Days

Retail Customer Service Course Overview

"You're quitting? But you just started!" It's no secret that the retail industry experiences rapid and constant turnover in staff.  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.

Program Objectives

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.

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of participant materials prior to the session(s).

Workshop Outline

A "Goodie Bag" of Information: How to Make Service Exceptional
Figuring out customers is never easy. Some who want a product your business stocks will purchase the item no matter what. In other cases, making the sale requires special know-how. In this opening discussion, participants will learn the features of outstanding customer service, which leads to increased profits for the business and personal recognition for the service providers.
 
You Gave Me a Trash Bag!: What Makes for Poor Customer Service
Once participants have a clear understanding of the features that define excellent customer service, they will learn in this unit the behaviors that will send customers running to the competition. Through an examination of situations involving role playing and real-life examples, they will discover actions and statements that may lose them a sale, hurt profits for the business, or cost them their jobs.
 
Paper or Plastic?: How to Communicate Clearly
In this third component, the instructor will introduce participants to the principles of clear verbal communication. They will learn ways to find out what customers want or need-even when the customers themselves aren't sure. They will also learn techniques for keeping customers interested in making a purchase even if what they want is not immediately available. The skills participants acquire in this segment of the training will serve them well when communicating with coworkers as well as customers.
 
A Mixed Bag: It's a Communication Jungle Out There
Linked to the preceding unit, this portion of the training presents Business Training Works' signature diagnostic tool, The Communication Jungle. Participants will complete an extensive assessment encompassing four distinct communication styles. As a result, they will discover their own style and those of others, and the instructor will help them learn how to adjust for optimum communication.
 
Toting up the Score: Measuring Customer Satisfaction
While sending customers out the door with full bags of merchandise is a goal, it's not the only one. Most businesses today seek to establish ongoing relationships with customers, and the only way to do this is through excellent customer service. Developing a loyal customer base requires extra attention to detail, and this involves more than clear verbal skills. This segment will help participants learn to interpret customers' body language and vocal tones as two means of determining their levels of satisfaction. By learning how to "read" such signs, participants will know what they can do to improve the situation.
 
A Handy Bag of Tricks: Managing Difficult Customers
In some instances, there will be people who pose problems for customer-service providers regardless of what the providers have done to accommodate them. In this unit, the instructor will involve participants in situations that will require their handling of troublesome customers. Neediness, belligerence, arrogance, and dishonesty are some of the behaviors participants will learn to identify and handle in this fast-paced segment.
 
Just Bag It!: De-Stress for Success
In order to avoid job burnout, it's sometimes necessary for customer-service providers to step out of the line of fire even if the snipers have disappeared. In this unit, participants will learn some important strategies for overcoming workplace stress. By following a few simple procedures, they will be able to combat some of the most immediate problems associated with serving the public.
 
Proof of Purchase: Wrapping Up
The final portion of the training is set aside for participants to create an individualized personal action plan. With the instructor's assistance, they will set realistic short- and long-term goals that will enable them to not only meet but exceed their customers' expectations.

At the conclusion of the program, participants will be able to explain the difference between good and exceptional customer service. They will also be able to identify statements and behaviors that contribute to a poor customer-service experience. They will understand people's communication styles and how their own can be adjusted for better understanding. They will have useful strategies for handling difficult customers and for relieving stress that comes from interactions with such people. All of the information provided throughout the training is designed to help participants stay motivated and determined to offer the best possible service in their workplace.

RETAIL CUSTOMER SERVICE TRAINING
COURSE . CLASS . WORKSHOP . SEMINAR . PROGRAM