RCS - Retail Customer Service

Duration

One Day

Overview

Understanding for Quality Customer Service, Quality Customer Service, Defining Customers, Maintaining and Improving Customer Service Levels.

1. Rules for Quality Customer Service

  • Showing customers that they are important to us
  • Displaying a willingness to help customers
  • Showing an understanding - from the Customer's view
  • Appreciating the value of our customers
  • Being prepared

2. What is quality Customer Service

  • Meeting or exceeding customer expectations 
  • Developing customer service attitude
  • Customer satisfaction

3. Who are Customers

  • External customers
  • What do paying customers expect
  • Why do we lose customers

4. Managing and improving Customer Service levels

  • Greet customers or acknowledge their presence
  • Housekeeping, displays and personal habits
  • Listening to our Customers
  • Handling customer complaints
  • Talking to customers
  • Never say "NO"
  • The customer is always right
  • Broken promises
  • Keep internal disagreements private
  • Identifying customers real needs
  • Speedy service
  • Be ready for business
  • Know your products
  • Manage deliveries 
  • Manage internal problems
  • Managing your attitude
  • Telephone techniques