In a competitive market, superior retail customer service is consistently a key ingredient which differentiates mediocre retailers from the highly successful ones. The higher the customer service levels in retail, the greater the customer loyalty, the greater the repeat traffic and the more customers purchase.

The RPS ‘World Class’ Retail Customer Service programme has been carefully designed to transfer critical customer contact skills to front line retail employees and retail managers. Every customer service training workshop is custom designed to fit your specific retail environment, and to achieve the exact customer service outcomes you are seeking. The result is a measurable difference in customer service.

Our service training workshops transfer dynamic skills for consistently winning over customers and creating memorable customer service experiences. We help people deal better with difficult customers, and help companies and managers ensure that they are creating a ‘World Class’ Customer Service culture.

‘World Class’ Customer Service, as we define it, is the process of consistently communicating to every customer - whether it is an internal customer or external customer - that they are valued, and that their satisfaction is paramount to your retail or hospitality business. To achieve ‘World Class’ Customer Service it requires strong service leadership, skilled management, effective teamwork and motivated people on the front line. Customer service representatives need to be supported by customer-centric processes and standards which are championed by effective management and strong leadership.

The key components of the programme include:

• Establish individual customers needs
• Make an excellent first impression
• Techniques to consistently give your customers exceptional customer service
• Value every customer - learn the consequences of poor customer service
• Enhance your confidence when communicating with customer
• The importance of customer perception and customer relationships
• Setting objectives, leading and achieving the most from every scenario
• Give reassurance, support and advice to people where necessary
• Be a team player and work co-operatively towards shared objectives
• Improving listening and questioning skills to establish peoples needs
• Rapport building and 'mirroring' skills
• Techniques to handle anger, complaints and difficult issues
• How to say "NO" to people respectively and provide alternatives

This is an outline. If we haven’t included exactly what you want, tell us. We will design a programme that meets your needs.

For more information on this programme go to Brochures. For sales training go to Sales Training.

Back to top