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Deal With Customers in a Retail Business

Deal With Customers in a Retail Business 

US 243806 NQF LEVEL: 3 CREDITS: 8 NOTIONAL HOURS: 80

Accreditation Status

This course is aligned to unit standard 243806 at NQF level 3 worth 8 credits.

Duration

3 Days

This workshop is presented as both a public and an in-house workshop.

Introduction

This unit standard is aimed at people who interact with customers at the level where they are expected to be able to solve customer complaints and answer customer queries. Persons credited with this unit standard understand and can implement customer service standards and can operate in a number of contexts some of which may be non-routine. They also demonstrate the ability to make comparisons and interpret available information. 

Course Content

Section 1:  Identify the Standards for Customer Service

1.         Identify the Standards for Customer Service

1.1       Promote Positive Image to Customers

1.2       Develop a Customer Service Policy 

1.3       Explain Customer Service Standards To Staff Members

Section 2: Deal With Customers In A Professional Manner

2.         Deal with Customers in a Professional Manner

2.1       Maintain Personal Appearance for Positive Image

2.2       Greet and Acknowledge Customers Professionally

2.3       Identify Customer Needs

2.4       Understand Customer Needs Through Appropriate Listening And Questioning

2.5       Meet Customer Needs Courteously and Professionally

Section 3:  Respond To Customer Complaints

3.         Respond To Customer Complaints.  

3.1       Steps for Dealing with Customer Complaints           

3.2       Diffuse Emotions and Minimise Disruption   

3.3       Interpret Customer Complaints and Take Action      

3.4       Address Queries and Complaints Satisfactorily

Day One

Session one : Section 1                                                                  9:45 - 10.30

Section 1: Identify the standards for customer service.

Section Outcomes

·         The manner in which a positive image is promoted to customers is explained as it applies to the wholesale and retail environment. 

Introduce what positive image is

 

Section 1

 

Facilitator led discussions

Role plays

Group exercise

Explain to learners the way in which positive image can be promoted

Ask learners to complete learning activity

Discuss learner answers

Debrief

Allow learner to complete formative activities

Session two:                                                                                    10:45 – 12:30

Section 2: Identify the standards for customer service.

Section outcome

  • A policy on customer service is developed for the outlet. 

Introduce the concept of customer service policy

 

Section 2

 

Facilitator led discussions

Role plays

Group exercise

Explain the main components to be included in a customer service policy

Look at examples of customer service policies

Group learners and ask them to complete learning activity

Ask learners to draw own customer service policies

Debrief

Allow learner to complete formative activities

 

Session three:                                                                                 13:15 – 16:00

Section 3: Identify the standards for customer service.

Section outcomes

  • Customer service standards for every staff member are explained according to the requirements of the outlet

Introduce the concept of customer service standards

Section 3

 

Facilitator led discussions

Role plays

Group exercise

Practical exercises

Simulations

Explain examples of customer service standards

Allow learners state the importance of having customer service standards

Explain why and how customer service standards are explained to staff members

Get feedback and debrief

Ask learners to complete learning activity

Allow learners to do formative assessments

Day Two 

Session 1:                                                                                        8:30- 10:30

Section 1:     Deal with customers in a professional manner.

Section outcomes

  • Personal appearance is maintained to present a positive image to the customer.                                                                 

Recap Day one with learner input. Remember to restate ground rules and necessary protocols

Section 4

 

Facilitator led discussions

Group exercise

Allow learners to move towards an understanding of the importance of identifying customer service standards

Introduce the what personal appearance involves

State the examples of the way in which someone can have a good personal appearance

Discuss how personal appearance is related to positive image

Explain ways in which someone can maintain personal appearance

Debrief

Ask learners to complete learning activity

Allow learners to complete formative assessments

Session two:                                                                                    10:45- 13:00

Section 2: Deal with customers in a professional manner. 

Section outcomes

  • Customers are acknowledged and greeted in a professional manner.

Introduce the importance of professionalism when acknowledging and greeting customers

Facilitator led discussions

Group exercise

 

 

Explain how customers can be greeted professionally

Ask learners to role play greeting of a customer in a shop

Explain the importance of acknowledging customers

Debrief

Allow learners to formative assessments

Session three:                                                                                  12:45- 16:00

Section 2: Deal with customers in a professional manner. 

Section outcomes

  • Customer needs are identified to ensure customer satisfaction.
  • The customer's needs are understood through appropriate listening and questioning techniques.
  • Customer needs are met in a courteous and professional manner. 

Introduce the concept of customer needs

Facilitator led discussions

Group exercise

 

 

Explain how customer needs can be identified

Explain the relationship between customer needs and customer satisfaction

Ask learners to role play questioning and listening skills

Explain the importance of meeting customer needs in a courteous and professional manner

Ask learners to do activities

Discuss learner answers

Debrief

Allow learners to formative assessments

Day Three 

Session 1:                                                                                         8:30- 10:30

Section 1:   Respond to customer complaints.

Section outcomes

  • Steps for dealing with customer complaints are explained with examples of good and bad practice.
  • The contact with the customer in carried out in a manner that diffuses the emotions and minimises disruption. 

Recap Day one and day two with learner input. Remember to restate ground rules and necessary protocols

 

Facilitator led discussions

Group exercise

 

 

Allow learners to move towards an understanding of the importance of dealing with customers in a professional manner

Introduce the steps followed in dealing with customer complaints

Give examples of good practice and bad practice in dealing with customer complaints

Explain how to deal with an angry and irritated customer in a retail shop   

Discuss how to diffuse emotions and minimise disruption

Allow learners to complete activities

Discuss their answers

Debrief

Allow learners to complete formative assessments

Session two:                                                                                    10:45- 13:00

Section 2: Respond to customer complaints.

Section outcomes

  • The customer's complaint is interpreted and appropriate actions are taken.
  • Ways in which to address queries and complaints in a manner that satisfies both the business and the customer are explained with examples of good and bad practice.

Introduce by giving an overview of the best practice in handling customer complaints

Facilitator led discussions

Group exercise

 

 

Discuss the importance of interpreting customer complaints before dealing with them

Explain the actions that should be taken after a complaint has been interpreted

Explain the ways in which to address queries and complaints in a manner that satisfies both the business and the customer

Give examples of good and bad practice in addressing queries and complaints

Allow learners to complete activities

Debrief

Allow learners to formative assessments

Session three

 

Session three                                                                                   13: 45- 16:00

Recap on morning sessions

 

 

Allow learners to finalise on their formative assessment

Finishing the programme

Programme evaluation

Allow learner to evaluate the workshop using the provide  forms

Next steps

Tell learners the next steps, training, assessment procedures

Assessments

Explain the assessment process to the learners

Who should attend?

  • Sales Representatives
  • Sales Supervisors
  • Customer Service Representatives

Training Methodology

Our workshops are presented in a fun, interactive way and we also make use of short video clips, group exercises and role plays.

Learning Resources

Delegates receive comprehensive workbooks which include learning resources, templates and skills practices.

For further details please contact our Sales Manager.

Workinfo.com is an Accredited Training Provider with Services Seta, number 2333.

Workinfo.com is a Level 4 Contributor BBBEE company.

In-house training at discounted rates for groups can be provided where 6 or more learners are interested in attending. Training can be customised to suit the clients requirements.

The training course can be offered in all centres throughout South Africa.

Last modified onWednesday, 22 July 2015 18:37
Gary Watkins

Gary Watkins

Managing Director

BA LLB

C: +27 82 416 7712

T: +27 11 462 0982

F: +27 86 689 7862

Website: www.workinfo.com
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