Retail Customer Experience Best Practices

Exceptional customer experience cannot be achieved and sustained without firstly focusing on the right Customer Service Mindset. This course introduces the basic concepts of extraordinary customer experience and dives into effective customer service techniques and practices. You will understand proper communication methods and understand different types of customer behaviour and buying decisions. It will also address the best practices of retail sales, including exploring the related Psychology and how to deal with different customer categories and situations, mainly the difficult ones. The audience will also go through details on how to master storytelling and effectively develop and analyze customer journeys while aiming at customer loyalty and intimacy.

Delegates will learn about the Principles of Customer experience, consider this in a professional caring environment and learn how to build solid relationships with customers. Superb service is delivered by people to people – even in this age of high technology. All delegates will leave the course with a challenging but realistic plan to significantly improve customer service delivery in their own area. This highly motivating and engaging course, Retail Customer Experience, explores this fascinating subject from the ground up, taking us to the highest levels of customer loyalty.

Participants in the training course will achieve the skills in:

• Building impressing customer first impression
• Identifying customer behavior and needs
• Ensuring effective customer communication
• Developing a concrete storytelling
• Mastering key retail sales skills
• Handling difficult situations with customers
• Maintaining long-term customer intimacy
• Developing and analyzing concrete customer journey
• Mastering the positive moment of truth
• Ensuring exceptional customer loyalty
• Mastering after-sales services

The Retail Customer Experience Management program is designed for all those who wish to drive improvements in their customer experience management skills. This course is suitable for anyone working in a retail customer service role, including the following positions.

• Sales and customer service representatives of the retail industry
• Trainees in the retail industry
• Managers of Retail teams
• Retail Staff and Customer-facing Team-members

This practical and results-oriented course is designed based on adult learning concepts. There will be highly motivating presentations together with videos and case studies to enhance learning. Discussions, skills practice and group work will allow delegates to get fully involved, participate, experience, and understand the practical implications. The facilitator will give plenty of input and then help participants to make sense of the themes through discussion and practice. It incorporates short inspiring demonstrations, role play, and much practice to enhance learning. There will be ample time for Q&A and discussions with ‘return to work’ action planning. The course will reinforce key concepts within an inspiring and engaging learning environment.

Pre & Post course assessments will be used to measure the effectiveness of this training.