Working Towards
Customer Satisfaction in Retail Sector
TRAINING OBJECTIVES
By the end of the workshop, participants should be able to :
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Develop a proper customer service mindset;
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Strengthen their communication and customer service skills; and
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Market their company’s products and services effectively.
TRAINING APPROACH
To achieve the training objectives, a diverse and interactive approach will be adopted to engage participants. In addition to lectures, participants will be required to take part in various interactive activities including games, group discussion and syndicated exercise during the workshop.
FLOW OF TRAINING WORKSHOP
AM Session
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Ice-breaking
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Group Discussion
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Lecture - Customer Satisfaction & Psychological needs of customers
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Lecture - Empathetic Listening & Response (ELR)
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Practical Exercise on ELR
PM Session
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Learning by Games
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Lecture - Customer Experience Marketing
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Experience Sharing by Guest Speakers
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Syndicated Exercise
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Debriefing
TARGET PARTICIPANTS
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All frontline staff who are required to handle customers in their daily work
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Optimal size of class: 20-25 persons
TRAINERS
Apex Training Consultants & Guest Speakers (Senior Executives from retail business with rich experience in frontline operation and training background).
TRAINING CONTENTS
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Customer satisfaction & essential experience statistics.
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Psychological needs of customers that potentially shape customer behaviour.
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Effective communication skills (in Empathetic Listening & Response).
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Marketing techniques from the customer perspective.
TRAINING METHODS
Lecture
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Three sessions of lecture will be delivered to enhance participants' background knowledge on customer satisfaction, customer psychological needs & behaviour, and how to better communicate with customers to achieve maximum customer satisfaction as well as marketing function through a customer experience approach.
Group Discussion
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Group discussion will facilitate self-reflection of participants on their performance in the past, and stimulate exchange of views on how to excel their performance.
Experience Sharing
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A guest speaker (Senior Executive) with ample customer service and marketing experience in retail business will hold a sharing session with the participants. Case study and advice by the guest speaker will inspire the participants to think positively towards customer satisfaction and focus more on customer value.
Practical Exercise
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Practical exercise aims at providing the participants a chance to practise their communication skills on customer handling in particular empathetic listening and response in various pre-set situations.
Syndicated Exercise
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Syndicated exercise involves scenario-based activities, which require the participants to deal with different situations in relation to customer service related matters. Post-exercise debriefing will be conducted to provide the participants a platform for self-reflection and consolidation of lesson learnt.
MEDIUM OF TRAINING
Cantonese (with Chinese & English training materials)