Impress clients with exceptional service

OBJECTIVES:

  • Become aware of a consumer’s expectations in terms of quality client service;
  • Identify the main sources of frustration of clients and ways to avoid these frustrations;
  • Define concrete and measurable objectives for client service;
  • Realize that it takes an exceptional approach to win a client’s loyalty.

Complaint management

OBJECTIVES:

  • Understand the elements and the importance of making a good first impression, specifically when dealing with adissatisfied client;
  • Know which attitude to adopt when a client is complaining in order to foster a trusting relationship;
  • Understand and apply active listening rules;
  • Learn how the appropriate behaviour can help when dealing with arrogant clients;
  • Identify the steps to efficient and quick management of filed complaints.

Merchandising

OBJECTIVES:

  • Learn the definition, ground rules and mission of merchandising;
  • Discover the impact of effective merchandising on a company’s profitability;
  • Know how the decipher customers’ common behaviors in a retail store;
  • Analyze your clients’ specific needs when they move around the store;
  • Use critical thinkingto select products and display space.