Course Title: INTRODUCTION TO RETAIL CUSTOMER SERVICE SKILLS

Summary: "Introduction to Retail Customer Service Skills" training is designed to provide participants with the skills necessary to add value to the business via effective customer service techniques
Audience: If customer service and satisfaction is vital to the success of your retail organisation, then this course is a must for any staff member who has face-to-face, or telephone contact with customers.
Duration: 25 hours
Course Outcomes:
Appreciate the importance of customer service Understand why customer service is important Ability to identify your customers Effective Listening Skills Proactive sales techniques Making the customer feel important Understand the role of the telephone as a customer service tool Communicating customers’ messages effectively to colleagues Dealing with Customer Complaints and Returns
Course Content:
Image and Presentation - The Company's and Yours Who is my customer? Why Bother? Greeting & Goodbye Techniques Listening Skills Build a relationship Giving Assistance Upselling Open Ended Question Telephone Technique Putting Calls Through to Extension Taking Messages Handling Money & Sales Transactions Taking Customers Orders Customer Complaint Handling returns and refunds Health & Safety Is it for me?