If a customer leaves a store dissatisfied with the products or services, he or she will likely tell at least five other people about the experience. If those five people tell just three people each, one incident has launched an enormous amount of negative publicity. Every customers experience in your store counts. In this course, we will investigate the core skills and knowledge required to enhance customer experiences, including how to communicate effectively, how to respond to complaints, how to receive and process orders and how to identify special customer requirements.
This course is for all employees, contractors and other workers in the retail industry. The concepts and skills are designed to help expand your knowledge, skills and confidence to better perform your role and achieve your retail workplace goals.
This course is from the ready4retail range, which delivers essential personal skills, behaviours and values that will help you to realise your full potential in the retail environment. Topics covered in this course include: Engage the customer - Greeting Customers - Welcoming and serving diverse customers - Identify special customer requirements - Identify special customer requirements - Establish Rapport - Non-verbal, verbal and written communications - Assisting Customers - Establishing customer preferences, needs and expectations - Questioning Skills - Effective listening - Meet customer needs and reasonable requests or refer to supervisor - Excellent customer service starts with a genuine desire to delight your customers - Provide customers with clear and concise information - Promptly refer customers to appropriate area as required - Resolving routine customer problems - Handle complaints sensitively, courteously and with discretion - Establish and confirm by actively listening - Taking action to resolve to customers' satisfaction - Processing returns or refunds according to store policy and procedures - Maintain contact with customer until the transaction is completed - Process, record, and act upon sales orders - Encourage repeat customers by promotion of appropriate services or products - Quality customer service standards - Document customer dissatisfaction and complaints accurately and legibly - Convey a positive, helpful attitude when handling customer complaints - Promptly refer unresolved customer dissatisfaction or complaints to supervisor - Recording customer details and information - Farewelling customers appropriately and courteously - Take follow-up action as necessary to ensure customer satisfaction - Customer service involves everybody within an organisation.
