Treating People Right is happy to launch its series of programmes focussed on developing Service Excellence for the Retail Industry.
The participants will discover how a service excellence culture results in engaged employees and customers. They will be guided through the steps and processes such as onboarding and empowerment that lead to service excellence and long term business success.
What Is Retail Customer Service?
People ask, What is retail customer service? The answer is that retail customer service is those small interactions when an associate is waiting on a shopper that should make the shopper feel like they are the most important person in the store.
Customer service is the one-on-one interaction between a salesperson and a shopper. The customer experience is the customer’s entire event of shopping in a brick and mortar retail store, from the moment they arrive in the parking lot all the way to the time they are back in their car. Note that the customer experience does not have to include customer service.
Module 1 : Customer Motivation:
Discover what customers say about what matters to them in receiving great service.
Link what customers value to what successful retail agents need to be.
Understand that customer behavior is influenced by both logic and emotion.
Explore the logical and emotional motivators of buying from you / using your service.
Module 2 : Rapport = Results:
Explore the attitudes and knowledge of successful retail agents.
Explore the skills of successful retail agents.
Discover how the program will develop retail agents to deliver great sales/service.
Sharpening your rapport.
Module 3 : Non-Verbal communication:
Understand the elements that make up total communication.
Discover some truths and myths about body language.
Demonstrate body language that engages others.
Module 4 : Language of influence:
Language that engages others.
Language that influences others.
Push Vs Pull influencing techniques.
Five basic communication principles.
Focus on Behavior NOT personality.
Use the power of questions.
Module 5 : High Intensity interactions:
Understand that intensity comes from emotion.
Explore ‘ What response am I looking for’.
Develop two different diffusion techniques.
Apply and practice.
EXPRESS INTEREST !