Retail customer service training

Retail customer service training

Retail customer service training

Provided by Bam service training LTD

Introductions

expectations

Workshop outcomes

Understand the importance of attitude in delivering excellent customer service.

Be aware of the contribution that words and non-verbal messages have on customer service.

Have a better understanding of your customers needs and how to satisfy them.

Be able to apply your learning to communicate more productively with your customers.

Customer service

Who are your competitors

Their service

Their market

Who are your customers

age

Profile

phone

online

Social media

gender

In-person

Customers are your best marketers'

How can customers market for you?

Word by mouth

Social media

Buying & using your brand

Carrier bags

Satisfied customers

Start with your Average transaction value, for example 10

It is suggested that a satisfied customer will return up to four times each year!

They all tell 10 of their friends who also shop and return 4 times a year with the same transaction value

These in turn tell 10 of their friends!

How many extra customers do you have per year?

How much more revenue can they generate for your store each year?

When something goes wrong

How do we react

Understanding

Patience

Empathetic

Listen

Apologetic*

Calm

Speak clearly

Solutions & options

Informative

The customer experience

Why do people buy

Crisis purchase birthday , replacement

Necessity food , electricity, cleaning

Peer pressure fashion , trend, tech

Fashion trend, peer pressure

Fun re-creative, gaming,

Duty / obligation replacement, work

Gifts seasonal

Guilt you think of the guilt purchases

First impressions count

Cleanliness tidy, clean, no rubbish, bright, welcoming

Safety / security no obstructions, no trip hazards

Up to date posters, adverts, leaflets, information, product

Interesting topical, novel, trendy, inoffensive behaviours, attitude

We will go into more detail about personal first impressions later on in the workshop.

Meeting and greeting

Proactive:

You approach the customer

Reactive:

Customer approaches you

What are the pros and cons of each approach?

What could we do or what do we say ?

The greeting we use.The language and words.

Say it and mean it!

The words, the music, the dance

The words what we say it!

The music how we say it!

When we say music, we refer to the way how we say it, this includes:

The tone of your voice

The volume of your voice

How fast you speak

The rhythm of your voice

Which words you emphasise

I didn't steal your purse I didnt steal your purse I didnt steal your purse I didnt steal your purse I didnt steal your purse

The dance how we look!

The dance think about the effects that the following may have when we are talking with customers

Making gestures with our hands or arms

Pacing while we walk

Smiling

Raising eyebrows

General body language open / closed

Interacting with your customers

Think positively

Use positive words

Behave positively

Positive outcome

listening

Listening skills

In pairs tell your partner about something that happened to you in the last week.

The partner must not listen!

Give feedback on how much you heard!

Listening skills

Now reverse the roles!

The partner has to demonstrate they are listening to you!

Give feedback on how much you heard and how it made you feel to be listened to

questions

Asking questions

Types of question Open questions

Closed questions

Choice

Use with caution Multiple

Leading

No win

Show us what you know!

Workshop outcomes

We said at the end of this workshop you will:

Have a better understanding of your customers needs and how to satisfy them.

Understand the importance of attitude in delivering excellent customer service.

Be aware of the contribution that words and non-verbal messages have on customer conversations.

Be able to apply your learning to communicate more productively with your customers.

Personal action plans

Course review

Find our website www.bamservicetraining.com

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Thankyou for using BAM service training

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Second level

Third level

Fourth level

Fifth level

1/1/2000



Second level

Third level

Fourth level

Fifth level

1/1/2000