Customer service

OBJECTIVES:

• Become aware of a consumer’s expectations in terms of quality client service;
• Identify the main sources of frustration of clients and ways to avoid these frustrations;
• Define concrete and measurable objectives for client service;
• Realize that it takes an exceptional approach to win a client’s loyalty.

OBJECTIVES:

• Understand the elements and the importance of making a good first impression, specifically when dealing with adissatisfied client;
• Know which attitude to adopt when a client is complaining in order to foster a trusting relationship;
• Understand and apply active listening rules;
• Learn how the appropriate behaviour can help when dealing with arrogant clients;
• Identify the steps to efficient and quick management of filed complaints.

OBJECTIVES:

• Learn the definition, ground rules and mission of merchandising;
• Discover the impact of effective merchandising on a company’s profitability;
• Know how the decipher customers’ common behaviors in a retail store;
• Analyze your clients’ specific needs when they move around the store;
• Use critical thinkingto select products and display space.