A Culture of Service Excellence – Retail Stores

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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:

bullet Discover what customers say about what matters to them in receiving great service.
bullet Link what customers value to what successful retail agents need to be.
bullet Understand that customer behavior is influenced by both logic and emotion.
bullet Explore the logical and emotional motivators of buying from you / using your service.

Module 2 : Rapport = Results:

bullet First impressions.
bullet Explore the attitudes and knowledge of successful retail agents.
bullet Explore the skills of successful retail agents.
bullet Discover how the program will develop retail agents to deliver great sales/service.
bullet Sharpening your rapport.

Module 3 : Non-Verbal communication:

bullet Understand the elements that make up total communication.
bullet Discover some truths and myths about body language.
bullet Demonstrate body language that engages others.

Module 4 : Language of influence:

bullet Language that engages others.
bullet Language that influences others.
bullet Push Vs Pull influencing techniques.
bullet Five basic communication principles.
bullet Focus on Behavior NOT personality.
bullet Being specific.
bullet Use the power of questions.
bullet Listen Actively.
bullet Communicate assertively.

Module 5 : High Intensity interactions:

bullet Understand that intensity comes from emotion.
bullet Explore ‘ What response am I looking for’.
bullet Develop two different diffusion techniques.
bullet Apply and practice.


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Start: April 10
End: April 11
Cost: ₹12000
Event Categories: , , ,


Equinox Business Park

Equinox Business Park
Mumbai, Maharashtra 400070 India

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