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This course introduces customer service skills essential for creating positive interactions and fostering customer loyalty. You will learn effective techniques for greeting and serving diverse customers, identifying requirements, and establishing rapport. With emphasis on skills such as active listening, this course provides the knowledge and skills to engage customers effectively, promote repeat business, and address customer feedback and complaints.
This course is from the ready2work Retail series, which is designed for both new and experienced retail professionals. The series offers practical skills crucial for success in the retail industry, such as customer service, sales techniques, inventory management, security, point-of-sale systems, etc., designed to help improve customer experiences, boost sales, and enhance operational efficiency.
Learn techniques for greeting customers, serving diverse clientele, and identifying special requirements to establish rapport and meet customer needs effectively. Develop skills in active listening, resolving requests and complaints, and providing clear and accurate information to enhance the customer experience and promote a service-oriented environment. Explore strategies that support the delivery of quality customer service.
Topics include: Engage the Customer: What is customer service? - Greeting Customers - Serving diverse customers - Identifying Special Customer Requirements - Establishing Rapport - Assisting Customers - Customer Preferences and Needs - Questioning Skills - What is customer service? - Greeting Customers - Serving diverse customers - Identifying Special Customer Requirements - Establishing Rapport - Assisting Customers - Customer Preferences and Needs - Questioning Skills - Effective Listening - Meeting Customer Needs - Resolving Customer Requests - Excellence in Customer Service - Providing Clear and Accurate Information - Referring Customers - Handling Returns and Refunds - Resolving Routine Problems and Complaints – Establish Active Listening – Maintaining Customer Records - Farewelling Customers - Follow-Up Actions - Promoting a Service-Oriented Environment - Sales Order Processing - Managing Sales Orders - Promoting Repeat Business – Quality Customer Service - Recording Customer Feedback - Addressing Dissatisfaction and Complaints - Supervisory Referral for Complex Issues - Engaging All Staff in Customer Service – Follow up Actions.
