Retail Pathway

First Impressions & Face-to-Face Communication

This chapter starts by outlining the scope and structure of the course and then jumps straight into the learning element of the course with Section One, "First Impressions" and Section Two, "Face-to Face Communication".

Telephone Skills

The chapter begins with Section Three of the course, "Telephone Communication". Here, we explore the importance of good telephone technique and how to develop your telephone skills. Next we move onto Section Four, "Email Communication", and do a similar thing with this alternative communication medium.

Listening Skills

This chapter begins with Section Five of the course, "Improving Listening Skills". This section explores how careful listening plays an important role in understanding customer needs and delivering excellent customer service. It is followed, not surprisingly, by Section Six. This section discusses the principles that form the foundation of the retail sector.

Introduction

This short introduction to the module sets out what will be covered, how the module is structured and details the objectives.

The Importance of Excellent Customer Service

There may not be a more important personal or professional skill to have, than the ability to provide excellent customer service. This section sets out why excellent customer service is essential in any business and suggests the negative implications of poor customer service.

Providing Excellent Customer Service

This section gets straight into the business of how to deliver excellent customer service. It also reinforces the pitfalls associated with poor customer service.

Dealing with Diverse Customers and Handling Complaints

This section explores the diversity of the customer group, based on the premise that customers all have one thing in common – they are all different! It then goes on to outline methodologies for handling customer complaints and bringing them to a mutually agreeable conclusion.

Effective Communication

In this section, we delve a little deeper into the smaller things you can do to help develop a positive rapport with your customers through the way that you communicate with them.

Types of Customers

Now it is time to examine the various types of customers there are, including some examples of these different kinds of customers. By the end of this unit, you will have a good understanding of the categories of customers that exist.

Teamwork

We examine the importance of teamwork in the customer services environment, as well as the benefits of teamwork and how to be an active team player.

Customer Needs, Expectations and Satisfaction

Here, we explore how to meet customer needs, how customer expectations are formed and those all-important service commitments. We also take a look at customer satisfaction and Pareto's Law.

Customer Feedback

Next up, we consider the importance of customer feedback and the different methods that exist to attain customer feedback, both positive and negative.

Building Successful Customer Relationships

In this section, we get practical by providing you with hands-on tips and tricks to improve your customer service skills, including body language, positive and negative phrasing, and tone of voice.

Face-to-Face Communication

Starting with a look at face-to-face communication, we explore the process from the point of welcoming your customers to leaving a lasting impression.

Communication by Telephone

Next is an examination of communication by telephone, which involves a different set of skills required to leave your customer feeling satisfied. Key topics covered include making calls and call-handling skills, as well as incorporating the process we looked at in the previous unit, from welcoming your customer to leaving a lasting impression.

Written Communication

Communication in the written form is still an essential part of customer services. We explore best practices to apply when welcoming your customer and leaving a lasting impression through written communication.

Customer Complaints

From time to time, you will have to deal with dissatisfied customers. We will look at best practices that will help you to keep your calm and deal with even the most disgruntled of customers. Topics covered include common causes of complaints, understanding the complaint and solving the problem.