Course Overview

As a shopper, what experiences with a company have stood out to you more — their marketing tactics, or their customer service? Most likely the latter. Customer service is a company’s opportunity to connect with customers, solve problems, and show they care. When customer service is executed well, it can resonate with customers for years to come. This course is designed to equip employees with the knowledge and skills required to provide excellent customer service. Ensuring a positive shopping experience is essential for customer retention and business success. Participants will learn various strategies, techniques, and best practices to meet and exceed customer expectations while handling diverse situations in a business setting.

What Will You Understand?

Customer service training is the coaching that employees receive with the goal of improving support and satisfaction among customers. Customer service can lead to business and personal success. Whether internal or external, helping customers feel appreciated and letting them know that you care about their needs can be instrumental to your success. In this course, we’ll talk about customers and their needs, how to improve customer service (including what you can do right now), examples of great customer service, improving interpersonal communication, product knowledge, conflict resolution, crisis management, and how to make customer to be delighted.

What You Will Learn

  • Recall the importance of managing moments of truth in a shopping environment.
  • Recognize how to map and research moments of truth to improve the customer experience in shopping.
  • Identify examples of guidelines for acting on and evaluating moments of truth
  • Recognize examples of effective customer service standards to be implemented.
  • Identify examples of steps in the customer service standard development process
  • Recall the process for staying tuned into customers’ needs.

Your Take Back

  • Able to learn to make customers happy become brand advocates.
  • Able to create a great customer experience.
  • Understand customer service gives a company a remarkable competitive advantage.
  • Able to demonstrate effective communication skills when interacting with customers.
  • Managing difficult or challenging customer situations with professionalism and patience.
  • Able to create a welcoming and organized store environment that enhances the shopping experience.
  • Foster teamwork and collaboration among supermarket staff to optimize customer service delivery.

For Whom

  • Employees in any business environment – customer-facing roles like sales assistant, cashiers, front office, housekeeping, car jockeys and security guard, supervisors should undergo comprehensive training. But it’s beneficial for everyone to have some training on your customer service philosophy.

Course Outline

Module 1: Introduction To Customer Service

  • What is customer service in service sector?
  • Importance of customer service in a supermarket.
  • Role of excellent customer service in supermarket success

Module 2: Developing A Strong Customer Service Minset

  • Why we hate customer service.
  • Understanding Customer Services
  • Internal & external Customers
  • Developing a customer service mindset
  • Benefits of great customer service
  • How much time is reasonable.
  • Should you reduce time spent on customer service?

Module 3: Understanding Customer Needs And Expectations

  • Identifying customer needs and expectations
  • Communicating effectively with customers
  • Active listening skills
  • Verbal and non-verbal communication
  • Providing clear and concise information

Module 4: Handling Difficult Customers

  • Identifying different customer personalities
  • De-escalation techniques
  • Resolving complaints and conflicts

Module 5: Building Customer Relationships

  • Building rapport with customers
  • Maintaining a positive attitude
  • Meeting customer needs and expectations
  • Staying motivated and engaged
  • Store layout and cleanliness.
  • Visual merchandising
  • Greeting and assisting customers

Module 6: Tactics To Improve Your Customer Service

  • Prioritizing tasks
  • Efficiently serving multiple customers
  • Managing breaks and downtime
  • Familiarity with supermarket products and services
  • Helping customers make informed choices
  • Handling product-related inquiries
  • Gathering and analysing customer feedback
  • Effective Communication is the key

Module 7: Modern Customer Service Strategy

  • Designing Customer Service strategy
  • What are customer service moment of truth?
  • Mapping customer service moment of truth
  • Creating and implementing Customer service standards
  • Developing a dynamic customer service strategy
  • Enhance Teamwork

Module 8: Esg And Its Impact On Customer Service Excellence

  • Understanding ESG and its SDG
  • Analysing the impact of ESG to customer service excellence
  • Implementing ESG into customer service excellence

TRAINING METHODOLOGY

Throughout the two-day workshop, participants will engage in a comprehensive simulation exercise, role play, quiz, mini case and case examples designed to replicate real-world of customer services scenarios. The simulation involves role-playing, team-based tasks, and decision-making exercises tailored to the topics. Here thr employees will also be able to suggest some ideas to improve customer service. All these exercises will provide opportunities for participants to apply their newly acquired skills and knowledge in a practical context, reinforcing their learning and building confidence in their customer service abilities.

Duration

2-days workshop

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Excellent Customer Service

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