About Workshop
Participants will learn to provide optimum customer service with techniques proven to be effective in the retail and sales sector by using effective communication skills, time-management, stress management and crisis management strategies.
Workshop topics to be covered:
1. Basic rules of Customer Service Etiquettes:
i) How to welcome clients in the right way
ii) Making the first impression by presenting the right image
iii) Right level of politeness to the customer
iv) Being a guide to the visitor to reach the right person and the right venue
v) Beware of language and body language
vi) Dealing with difficult people
vii) Ways to say NO to a customer
2. Developing listening skills
3. Recognizing the importance of time-management and prioritizing the job
4. Learning to read customer's:
i) Body language
ii) Feelings
iii) Unspoken words
5. Stress Management
i) Identifying the Sources and Consequences of stress
ii) Stress management strategies:
a) Avoid unnecessary stress
b) Alter the situation
c) Adapt to stressor
d) Accept the things you cannot change
e) Adopt a healthy and fun lifestyle
6. Crisis Management
i) Planning for Crisis Situations
ii) Deliver Proactive and Personalized Customer Service
iii) Fast and Accurate Resolution to Problems
iv) Self-Service as the First Line of Defense
v) Maximise Availability of Resources
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