From Package: Retail Services
What you get
This training covers the performance outcomes, skills and knowledge required to coordinate interaction with customers.
The skills include:
- Implementing customer service standards
- implementing store policy regarding customer complaints
- communicating with management
- leading a customer service team
- coordinate a customer service team
- provide accurate feedback to management on operational and procedural matters related to customer service
- supervise the resolution of customer complaints according to store policy
|By the end of this training course, participants will:|
|1. Implement customer service standards||
1.1 Monitor service standards according to store policy.
1.2 Identify deficiencies in service and take action as required according to store policy.
1.3 Convey store and legislative policies and procedures in relation to customer service provision to team members.
1.4 Give feedback on quality of service provision to team members and management on a regular basis and according to store policy.
|2. Implement store policy regarding customer complaints||
2.1 Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff.
2.2 Authorize, action, or refer to a higher authority procedures to resolve customer complaints according to store policy.
2.3 Satisfy customers’ special needs where appropriate according to store policy.
|3. Communicate with management||
3.1 Refer to management current store policies on customer service issues that may affect the operation of the department or section.
3.2 Provide operational information to management and other supervisors in order to facilitate customer service planning.
|4. Lead customer service team||
4.1 Interpret and communicate store policy and procedures and apply to store operation.
4.2 Motivate, coach and mentor team members to achieve a high standard of service to customers.
4.3 Ensure team access to current information on staff issues and operations.
4.4 Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources.
4.5 Inform team of changes in store service policy and procedures that affect their roles and responsibilities.
4.6 Provide feedback to team in regard to achievement or non-achievement of agreed service standards and performance targets in line with standard store policy and procedures.
4.7 Encourage team members to contribute feedback in regard to achievement of performance targets and to offer suggestions for improved processes.
4.8 Handle routine problems using appropriate problem-solving techniques and refer to management if required.