Retail Customer Service Training Workshop
This workshop goes way beyond the slogans and lip service and actually teaches Sales Associates and Cashiers and anyone else on the frontline, how to interact with customers in the best possible way – with respect, a sense of urgency, understanding, a positive outlook and a great attitude toward the company among many other things.
The training begins by setting expectations of the Associate with regard to attitude, presentation, demeanor and every other trait that has the potential to affect the customer.
Setting expectations is incredibly important and you know why.
Many, many people in the retail industry believe they know all about customer service – they may even have been trained in some manner. But if so many retail employees have been trained, how do you explain the complete lack of customer service offered by most retailers today?
It’s simple really – the training did not work. And it did not work for any number of reasons. For example:
- The training was not effective because it wasn’t focused on behaviors
They learned lots of ‘stuff’ but didn’t understand the employer’s expectations
The training was not followed up by management
Trainees did not achieve competency and that went undetected and…….
Often, Associates just do not know what they don’t know and, as a result, they start out on the wrong foot. Mistakes are made due to lack of understanding rather than lack of ability. All of your employees can be dynamos!! This workshop will help them achieve that status.
This workshop eliminates all of the confusion and gives them direct and helpful information to ensure their success in their role. New employees can come onto the sales floor with confidence and not have to worry about being rejected or embarrassed.
Once the fundamentals are in place your employees will have an open mind to take in all of the other requirements of their position. This workshop will get your employees ready to take on the rest of the job…with confidence.
Good manners are incredibly important when it comes to dealing with customers and this workshop teaches and emphasizes those particular manners.
We delve into what kind of attitude is required to be a successful Associate. This part of the workshop is where Associates have many Aha!! moments. We teach them how an attitude, good or bad, can affect their customer and, thus, their own success.
We examine, and demonstrate, what positive customer interactions look like and focus on how it is done and what pitfalls to look out for.
Here’s some of what you’ll learn:
Staff Engagement – What does it mean?
How to do your part in making shopping a great experience for your customer
The importance of a proper greeting – with lots of examples
Basics of the sales process
The value of product knowledge in delivering great customer service
How to be efficient and offer top notch service at the checkout – the lasting impression
Rules of proper conduct regarding visitors, employee discounts, food on the sales floor, etc.
Loss prevention basics using customer service skills
Finally, the Retail Customer Service Workshop is instructed by people with a passion for serving customers properly – with respect for their time and for their money.
They have combined experience of over 115 years, at all levels for prominent retail companies.
The workshop will focus on examples through story telling, case studies, demonstrations and practical exercises.
Who Should Attend: Front line staff and their supervisors and anyone else who has a stake in delivering exceptional customer service in your company..
Faculty: DMSRetail Consultants have over 135 years of combined experience at all levels of retail organization from sales associate to CEO. Our experience spans all retail formats as well as diverse merchandise groups, from electronics retail to apparel and from groceries to candles.
We have retail metrics, retail math and retail business intelligence experts and we have top expertise in store operations, sales management and customer service excellence.
Duration: 1-Day (typically, 9am-5pm)
Registration Fee: $495 (Includes lunch and all workshop materials)
Please register here: Workshop Registration Form
To get more information, please call +1 (312) 239-0919 or send an email to firstname.lastname@example.org