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Michelle Son

  • 2 Days of training
  • E-Certificate of Completion
  • E-Training manual
  • HRDF Approved & Claimable

Course Objectives

  • To motivate and energize the individuals for continuous results;
  • To understand the importance of service management and exceeding customer delight;
  • To identify the different possible consumer types and how to handle them;
  • To manage Consumer Objections;
  • To learn and use various closing techniques that can be implemented;
  • To implement and deliver service recovery to continue/ lengthen the life-cycle of the customer, to keep them coming back frequently.

Target Audience

Sales Personal, Operations Managers of Retail Outlets

Methodology

Delivery will be done using the Accelerated Learning Technology. The Accelerated Learning technology makes use of flip charts, music, movies, colours and co-operative learning to create the relaxed and joyous environment. Some of the methods used to create impact full learning include modelling, games, simulations, metaphors, role plays, projects, individual reflections, group discussions, and physical activities.

Course Modules

Module 1: The Evolution of Customer Service in the Retail Industry
Module 2: The Consumer Psychology
Module 3: Transparency When Dealing with Customers
Module 4: Handling Consumer Objections & Identifying Buying Signals
Module 5: Principles of Service Recovery in the Retail Industry
Module 6: The Way Forward – Building A Customer Centric Culture

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