Executive Development Programme in Retail Customer Service Excellence: Best Practices

• Understanding Retail Customer Service Excellence: This unit will cover the basics of retail customer service excellence, including its definition, importance, and benefits. It will also discuss the role of customer service in building a successful retail business. • Best Practices in Retail Customer Service: This unit will explore the best practices in retail customer service, including effective communication, problem-solving, and follow-up. It will also cover the importance of consistency, personalization, and proactive communication. • Creating a Customer-Centric Culture: This unit will discuss the importance of creating a customer-centric culture in retail businesses. It will cover topics such as employee training, empowerment, and engagement. It will also explore the role of leadership in fostering a customer-centric culture. • Handling Customer Complaints and Difficult Situations: This unit will provide guidance on how to handle customer complaints and difficult situations effectively. It will cover topics such as empathy, active listening, and problem-solving. It will also provide strategies for de-escalating tense situations and maintaining customer loyalty. • Measuring and Improving Customer Service: This unit will discuss the importance of measuring and improving retail customer service. It will cover topics such as customer feedback, metrics, and analytics. It will also provide strategies for using data to improve customer service and overall business performance. • Leveraging Technology in Retail Customer Service: This unit will explore the role of technology in retail customer service. It will cover topics such as chatbots, AI, and data analytics. It will also provide guidance on how to choose and implement the right technology to enhance customer service. • Building Customer Loyalty: This unit will discuss the importance of building customer loyalty in retail businesses. It will cover topics such as customer rewards programs, personalization, and communication. It will also provide strategies for retaining customers and fostering long-term relationships. • Trends and Innovations in Retail Customer Service: This unit will explore the latest trends and innovations in retail customer service. It will cover topics such as social media customer service, self-service technologies, and virtual assistants. It will also provide guidance on how to stay up-to-date with the latest developments in the industry.