Introduction

This two-day training program is designed to empower Shopping Mall Managers and teams with the essential skills and strategies needed to master customer relations. Participants will delve into the intricacies of managing difficult shoppers, refining their communication techniques, and practicing effective conflict resolution. The program aims to provide a comprehensive understanding of the manager’s role in enhancing the overall shopping experience and addressing customer concerns.

Objective

  • Equip managers with the skills to identify and manage difficult shoppers effectively.
  • Enhance communication and engagement with customers to create a positive shopping experience.
  • Provide practical scenarios to practice adapting to current complaints and managing difficult situations.
  • Ensure participants leave with a clear understanding of their role in customer management and a personalized action plan for improvement.

Outcomes

Upon completion of this course, participants will:

  • Identify and Manage Difficult Shoppers
  • Enhance Customer Engagement and Satisfaction
  • Practice Adaptation to Current Complaints
  • Implement Proper Ways to Manage Difficult Shoppers
  • Translate Learning into Operational Excellence
  • Promote a Positive Shopping Environment
  • Boost Confidence in Customer-Facing Roles

Course Content

Introduction to Customer Management

  • Fundamentals of Customer Management
  • Customer-Centric Philosophy
  • Key Components of Customer Management
  • Customer Touchpoints
  • Understanding Customer Service vs. Customer Experience
  • Customer Satisfaction vs. Customer Loyalty
  • Crisis Management in Customer Relations
  • Legal and Ethical Considerations

Managing Difficult Shoppers

  • Identifying different types of difficult shoppers
  • Recognizing signs through body language
  • Strategies to adapt to various shopper behaviours.
  • Effective Verbal Communication:
  • Using Technology to Aid Resolution
  • Team Collaboration and Support

ACTIVITY I: Shopper Persona Mastery Challenge

The objective of this game is to enhance participants’ understanding of different types of difficult shoppers and encourage them to think creatively and critically about effective strategies for managing each shopper type.

Engaging and Satisfying Customers

  • Effective proactive communication skills with customers
  • Creating a positive shopping experience
  • Building rapport and trust with shoppers
  • Customer Loyalty Program & Personalized Offers
  • Community Building
  • Gamification Strategies
  • Social Media Engagement
  • Celebrating Customer Milestones

Practice with Adapting to Current Complaints

  • Real-Time Feedback Collection
  • Swift Response Mechanisms
  • Complaint Categorization and Prioritization
  • Root Cause Analysis
  • Continuous Improvement Culture
  • Cross-Functional Collaboration
  • Adaptive Technology Solutions
  • Feedback Loop Implementation
  • Scalability Planning
  • Employee Recognition and Motivation
  • Various scenarios with common complaints
  • Handling real-time situations and finding solutions
  • Interactive exercises to enhance adaptability skills.

Proper Ways to Manage Difficult Shoppers

  • Identifying Signs of a Difficult Shopper
  • Active Listening Techniques
  • Empowerment of Front-line Staff
  • Collaboration with Security
  • Post-Incident Follow-up
  • Feedback Mechanisms
  • De-escalation techniques for challenging situations
  • Implementing effective conflict resolution strategies

Implementation and Role Clarity

  • Translating the learned skills to their specific roles
  • Clarifying the responsibilities of managers during customer interactions
  • Creating an action plan for improvement
  • Measuring Customer Success

Q&A and Closing Remarks

This course outline is crafted to provide a dynamic and practical learning experience, ensuring that participants leave with actionable insights and skills that directly contribute to the success of their roles in shopping mall management. It is designed to be interactive and practical, allowing participants to apply the skills learned in real-world scenarios. It can customise further to meet the live challenges of the company

The programme can be further customised for certain specific requirements.

Delivery Methodology

Throughout the course, participants will have access to resources such as video tutorials, worksheets, and case studies to support their learning journey. The programme will also be guiding on their weekly ‘live’ activities. Additionally, they will receive ongoing guidance and support from experienced trainers and mentors to ensure their success in leveraging TikTok for banking marketing and sales.

Target Audience

  • Marketing
  • Sales
  • Customer Service
  • Relationship Banking

Duration

2 Days

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Customer Harmony Workshop

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