Retail
Customer Service Training Workshop
(See bottom of page for dates and locations)
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
2010 Schedule of Retail
Customer Service Training Workshops:
