Certificate in Retail Customer Service: Customer Satisfaction
-- ViewingNowThe Certificate in Retail Customer Service: Customer Satisfaction is a comprehensive course designed to enhance the skills of retail professionals. This program emphasizes the importance of customer satisfaction in driving sales and long-term business success.
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⢠Understanding Retail Customer Service: This unit will cover the basics of retail customer service, including its importance, key elements, and benefits. It will help learners understand the role of customer service in retail and how it contributes to customer satisfaction. ⢠Communication Skills for Retail Customer Service: This unit will focus on effective communication skills necessary for delivering excellent customer service in retail. It will cover verbal and non-verbal communication, active listening, empathy, and tone of voice. ⢠Dealing with Customer Complaints: This unit will equip learners with the skills to handle customer complaints effectively, including identifying and addressing the root cause of the complaint, resolving conflicts, and following up with the customer. ⢠Building Customer Relationships: This unit will cover the importance of building and maintaining customer relationships in retail. It will include strategies for developing customer loyalty, such as personalized service, follow-up communication, and problem-solving. ⢠Customer Satisfaction Surveys: This unit will focus on the use of customer satisfaction surveys in retail. It will cover best practices for designing and implementing surveys, analyzing survey data, and using the insights gained to improve customer service and overall business performance. ⢠Customer Service Metrics: This unit will cover the key metrics used to measure customer service performance in retail, including customer satisfaction ratings, net promoter scores, and customer retention rates. It will also cover how to use these metrics to set goals, monitor progress, and identify areas for improvement. ⢠Handling Difficult Customers: This unit will equip learners with the skills to handle difficult customers, including those who are angry, aggressive, or abusive. It will cover strategies for de-escalating conflicts, maintaining professionalism, and providing excellent service even in challenging situations. ⢠Creating a Positive Customer Experience: This unit will cover the elements of a positive customer experience in retail, including product knowledge, store layout, and branding. It will also cover how to create a customer-centric culture within the retail organization.
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