Date : 10/02/2022 - 11/02/2022
Time : 9:00 am - 5:00 pm
Location : The HUB @ Jaya One, PJ-old
Contact Person : Esther Yong
Email : inquiry@knowledgehub-asia.com
Mobile : +012-2662728
Office Tel : +603-7622 0578
Normal Rate : MYR 0.00
Promotion Rate : Contact us for discounted rate.
Introduction
Good customer service is vital for retail businesses to succeed. In fact, 93% of customers are more likely to make repeat purchases with companies that offer excellent customer service. And around 80% of consumers say they would rather do business with a brand’s competitor following more than one bad experience.
As you already know, there are many factors that contribute to the in-store experience, including merchandising, sales staff, and the overall atmosphere. But shoppers’ perception of your business is highly influenced by how good your customer service is.
That’s why it’s important to always strive to provide the highest level of service and wow your customers each time they interact with your business. The best part is, you have full control over the quality of service you provide.
But how exactly can you improve the customer service experience?
In this program, we’ll take a look at what good and bad customer service look like, as well as applicable real-life examples of retailers succeeding at providing good customer service.
Who to attend
Front Line Executive/Sales Executive
Learning outcome
- Understanding the Value of a Customer
- Building a Complete Customer Experience
- The Process of Retail Customer Service and Selling
- The Art of Influencing Your Customers on Your Products
- Handing Difficult Customers
- Managing Your Emotion in Dealing with Demanding Customers
Methodology
– Sharing of knowledge, experience and ideas
– Video
– Role-play
– Activities/Games
– Case study
Who would benefit?
For those who are in the retail businessindustry and wish to improve their customer servicing skills
Resources
This 2-day program is based on the trainer’s personal experience in dealing with different customers, and the knowledge he learned from many great leaders like Ken Blanchard, Stephen Covey, Dr. Gary Chapman, John Christensen, and his NLP mentor Sam Witteveen. Using the combine lessons he learned from these great leaders, he came up with a very unique and tailored-made program for your organization.
Duration
2 days
Course outline
| Module 1: The Importance of Excellent Customer Service • The definition of customer service • The Importance of Excellent Customer Service • The benefits of customer service. What is in it for you? • The cost of poor customer service | |
| Module 2: Know Your Customer – To understand their individual needs and how to deal with each other them • Who is your customer? • Type of customers, different personality & different generations • What customers are looking for? • What makes a customer dissatisfied? | |
| Module 3: Creating a Good Impression • Building Trust in Your Customer • First Impression • The Body Language • Modes of Greeting | |
| Module 4: Effective communication: How to propose suitable products to customer • Positive Communication • Active Listening Skills • Effective Questioning Technique • The Art of Influencing Skill • Handling Angry Customers | |
| Module 5: Team Work towards the achievement of common goals • Demonstrate how cooperation between employees impacts the customer service standards • Defines teamwork • Identify skills for teamwork development • Motivation factors | |
| Module 6: Managing Your Emotion |
For registration please Contact :
Email : inquiry@knowledgehub-asia.comContact Person : Esther Yong
Mobile : +012-2662728
Office Tel : +603-7622 0578