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Retail customer service training
- 1. Retail customer service training Provided by Bam service training LTD
- 3. expectations
- 4. Workshop outcomes • Understand the importance of attitude in delivering excellent customer service. • Be aware of the contribution that words and non- verbal messages have on customer service. • Have a better understanding of your customers’ needs and how to satisfy them. • Be able to apply your learning to communicate more productively with your customers.
- 6. Who are your competitors Their service Their market
- 7. Who are your customers age Profile phoneonline Social media gender In-person
- 8. Customers are your best marketers' How can customers market for you? Word by mouth Social media Buying & using your brand Carrier bags
- 9. Satisfied customers • Start with your Average transaction value, for example £10 • It is suggested that a satisfied customer will return up to four times each year! • They all tell 10 of their friends who also shop and return 4 times a year with the same transaction value • These in turn tell 10 of their friends! • How many extra customers do you have per year? • How much more revenue can they generate for your store each year?
- 10. When something goes wrong
- 11. How do we react Understanding Patience Empathetic Listen Apologetic* Calm Speak clearly Solutions & options Informative
- 13. Why do people buy
- 14. • Crisis purchase – birthday , replacement • Necessity – food , electricity, cleaning • Peer pressure – fashion , trend, tech • Fashion – trend, peer pressure • Fun – re-creative, gaming, • Duty / obligation – replacement, work • Gifts – seasonal • Guilt – you think of the guilt purchases
- 16. • Cleanliness – tidy, clean, no rubbish, bright, welcoming • Safety / security – no obstructions, no trip hazards • Up to date – posters, adverts, leaflets, information, product • Interesting – topical, novel, trendy, inoffensive behaviours, attitude We will go into more detail about personal first impressions later on in the workshop.
- 18. Proactive: You approach the customer Reactive: Customer approaches you What are the pro’s and con’s of each approach?
- 19. What could we do or what do we say ? The greeting we use. The language and words. Say it and mean it! The words, the music, the dance
- 20. The words – what we say it!
- 21. The music – how we say it!
- 22. When we say music, we refer to the way how we say it, this includes: • The tone of your voice • The volume of your voice • How fast you speak • The rhythm of your voice • Which words you emphasise I didn't steal your purse I didn’t steal your purse I didn’t steal your purse I didn’t steal your purse I didn’t steal your purse
- 23. The dance – how we look!
- 24. The dance – think about the effects that the following may have when we are talking with customers • Making gestures with our hands or arms • Pacing while we walk • Smiling • Raising eyebrows • General body language open / closed
- 25. Interacting with your customers
- 27. listening
- 28. Listening skills In pairs tell your partner about something that happened to you in the last week. The partner must not listen! Give feedback on how much you heard!
- 29. Listening skills Now reverse the roles! The partner has to demonstrate they are listening to you! Give feedback on how much you heard and how it made you feel to be listened to
- 30. questions
- 31. Asking questions Types of question • Open questions • Closed questions • Choice Use with caution • Multiple • Leading • No win
- 32. Show us what you know!
- 33. Workshop outcomes We said at the end of this workshop you will: • Have a better understanding of your customers’ needs and how to satisfy them. • • Understand the importance of attitude in delivering excellent customer service. • • Be aware of the contribution that words and non-verbal messages have on customer conversations. • • Be able to apply your learning to communicate more productively with your customers.
- 35. Course review Find our website – www.bamservicetraining.com Find us on social media: www.facebook.com/bamservicetra
- 36. Thankyou for using BAM service training