Learn three key things that customers, co-workers, vendors, and managers want and need from their retail customer service experience. Discover the skills necessary to successfully enhance the retail customer service experience.
- Take a moment and think about what you like to experience…when you walk into a retail shop, store, or restaurant.…How do you want to be treated?…Let's take a look at the three things every one…of your customers needs from you…in order to have an excellent customer experience.…First, all of your customers need to feel heard.…They need to know that you hear what they want…and what they're trying to accomplish.…There are two ways you can listen to people,…passive and active.…
Passive listening is when you physically hear…what the other person is saying,…but you're not completely present or focused on that person.…You may be thinking about something else in that moment,…or even formulating a response in your head…before the other person is done talking.…This is not how you make retail customers feel heard.…The other way is called active listening.…This is when you're listening intently to your customer…and you're focused on what they're saying,…what they want, and how they feel.…This is how you make customers feel heard.…
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