In this course, learn techniques to deal with upset customers, and show empathy with active listening. Instructor and customer service expert David Brownlee—the author of Rock Star Customer Service—also provides etiquette tips to ensure quality service at every point of interaction: from the moment customers walk in the door to keeping them happy while they're on hold.
- Why it matters to deliver good service
- Creating a positive attitude
- Delivering a good first impression
- Dealing with upset customers
- How to listen
- Retail etiquette, including phone etiquette
Skill Level Beginner
- Do you remember landing your first retail customer service job, only to find yourself staring at a long line of frustrated customers waiting at the register? This can be overwhelming. But it doesn't have to be. There are ways to deliver excellent retail customer service that'll keep your clients returning to your business and make your job even more enjoyable. Hi, I'm David Brownlee, CEO and founder of purecustomerservice.com and author of Rock Star Service, Rock Star Profits.
I've spent the last 20 years researching and developing customer service principles that have helped thousands of businesses. And now, I'm going to share them with you so you can be viewed as a professional by your customers and be respected by your managers and peers. Retail customer service is very different from a call center. It has its own set of nuances and strategies that work. In this course, we'll dive into these strategies and you'll start by learning how a positive attitude can make all the difference for you and your company's bottom line.
Next, I'll let you know how to make a great first impression and manage expectations of your customers. Along the way, you'll discover how to deal with an upset customer and greet those who might have been waiting in that very long line. So, if you're ready to supercharge your retail customer service skills, let's jump in.