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Overview

This highly interactive course provides the fundamental framework to base your customer service standards on. As the new national standard for retail, this session is delivered over the course of a day and is fun, participative and addresses all learning styles allowing all delegates to absorb and retain key messages.

Course objectives

  • To provide an understanding of the importance of excellent customer service
  • To assist delegates to communicate more effectively and efficiently with customers
  • To assist delegates to demonstrate their attentiveness to customer needs
  • To provide delegates with an understanding of the value of retail

Course content

  • Using and remembering names and making conversation
  • Working towards WOW – first impressions, businesses that “WOW”!
  • How effective is your communication? - the communication process, giving clear directions and professional telephone techniques
  • The power of listening – I’m the nice customer who never comes back, why handle customer concerns? - effective listening skills, empathetic listening skills, the art of service recovery
  • Retail – it’s everybody’s business, the value of retail, the lifetime value of a customer
  • Now it’s up to you, the five key commitments

Who should attend this course?

Individuals who are currently in a customer facing role (this can include internal and external customers) but who would benefit from formal training. It can also be used as a refresher training course for all staff, especially if the business is looking continuously at improving customer retention and seeing immediate results.

Programme length: Full-day

Customised training

This programme can be customised to meet the specific needs of your business following a detailed needs assessment by a licensed trainer.