Objectives:
Training Understanding Form
Every organization depends on customer service. Due to rising customer expectations, delivering excellent service is no longer a choice but a necessity. When you equip your front line staff in retail with the skills to create a quality experience for your customers, you differentiate your organization from the competition, enhance customer satisfaction and your organization’s image.
A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.
This training program is for learners who are at any stage of their career in Retail Customer Service.
Note: This training includes exercises for individual, group discussions, role plays, case
studies and video reviews
Training Modules:
Training Understanding Form
- Introduction & basics of Customer Service
- Key Elements of Customer Service
- Effective Techniques and Skills
- Dealing with Different Types of Customers
- Delivering Service Excellence
- Managing Myself – the Service Provider
- Identifying Customer Condition and Establishing Rapport
- Determining Customer Needs and Expectations
- Effective Communication Techniques
- Meeting and Exceeding Customer Needs and Expectations
- Satisfying Customers in Comfortable and Difficult Conditions
Certifications
All our courses are KHDA (Knowledge and Human Development Authority in Dubai, U.A.E.) certified.
We have completed a series of training and coaching sessions with Svarna. The training and coaching were customized to our business and included role-plays of actual customer scenarios. I’ve seen an improvement in our service levels already, in addition to increased confidence in our employees’ ability to provide outstanding service to our customers. Another benefit is better internal communications with my employees. I recommend hiring Svarna Training Institute to create a culture of ownership among your employees. That has helped us improve the service we are providing our customers.
Svarna Training Institute delivered a customized customer service workshop to my employees. They taught them the proper way to answer the phone, how to build rapport, how to speak to our prospective and current customers, how to ask the right questions, and how to assume the sale. Svarna Training institutes has an excellent trainer and made the learning fun. My employees were able to implement what they taught them very quickly and with great results. I would recommend Svarna to any company that wants to hold on to their customers!
We recently employed Svarna Training Institute to deliver a series of training workshops to our Senior and Mid-Level management staff. The training quality and standards provided by the trainer was excellent. Every training session has something new and packed with innovative training ideas. Svarna uses real life experiences and engaged our staff and got their buy-in to these changes.
Please accept my appreciation for the workshop of learning assistants, The learning Assistants here at The Sheffield Pvt.School were pleased with the topics covered and the treatment they received.
Understanding ones own belief system and values impact in the working environment is integral to positive work ethics and outcomes. From some feedback i received, long term " issues" were also resolved!
Thank you once again SVARNA,
Svarna’s training was excellent. We are both pleased and excited with the results that we have seen thus far since the training of our staff. Svarna’s Trainer worked with our team in both a group setting as well as in one-to-one settings. Their training focused on customer service quality and telephone etiquette. I would recommend Svarna Institute services to anyone that wants to achieve the highest possible customer service results. We look forward to working with them again in the future.
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