SCR-113 Customer Service Excellence in Retail
Customer Service Excellence in Retail focuses on delivering outstanding experiences that make every customer feel valued, heard, and appreciated. In today’s competitive retail environment, great service is not just about completing a transaction—it’s about creating lasting impressions that inspire trust and loyalty. Every interaction becomes an opportunity to strengthen the customer’s connection with your brand.
Through this program, participants will develop essential communication and interpersonal skills to handle customer enquiries with confidence and professionalism. They will learn how to listen actively, ask the right questions, and respond with empathy and clarity—even in challenging situations. The training also emphasizes the importance of positive language, tone, and body language in building rapport and maintaining customer satisfaction.
Ultimately, the goal is to empower retail staff to go beyond meeting customer expectations—to exceed them. By understanding customer needs, managing objections effectively, and adding value at every touchpoint, participants will gain the skills to turn ordinary service encounters into memorable experiences that drive customer loyalty and repeat business.
Through this program, participants will develop essential communication and interpersonal skills to handle customer enquiries with confidence and professionalism. They will learn how to listen actively, ask the right questions, and respond with empathy and clarity—even in challenging situations. The training also emphasizes the importance of positive language, tone, and body language in building rapport and maintaining customer satisfaction.
Ultimately, the goal is to empower retail staff to go beyond meeting customer expectations—to exceed them. By understanding customer needs, managing objections effectively, and adding value at every touchpoint, participants will gain the skills to turn ordinary service encounters into memorable experiences that drive customer loyalty and repeat business.
At the end of the course, the participants will be able to:
- Adopted a consistent, professional communication style when speaking with customers
- Developed skills in engaging with customers and handling their enquiries effectively
- Listened effectively, asked questions, and summarised to respond fully to a customer request
- Identified ways they can add value to customer relationships and exceed expectations
- Practised how to turn customer service disappointment into a positive experience
Module 1 : Introduction Customer Service In Retail
Module 2 : Handling Customer Enquiries
Module 3 : Establishing Customer Needs And Responding To Requests
Module 4: Probing Skills
Module 5: Objection Handling Skills
Module 6 : Building Customer Relationships
Module 2 : Handling Customer Enquiries
Module 3 : Establishing Customer Needs And Responding To Requests
Module 4: Probing Skills
Module 5: Objection Handling Skills
Module 6 : Building Customer Relationships
This program is specially designed for retail frontliners, customer service representatives, sales associates, cashiers, and store supervisors who interact directly with customers on a daily basis.
It is also beneficial for team leaders, store managers, and retail support staff who wish to enhance their ability to build stronger customer relationships, handle challenging situations effectively, and create a consistent standard of service excellence across the team.
Whether you are new to retail or an experienced service professional looking to sharpen your skills, this training will help you deliver a higher level of customer experience that reflects your brand’s values and keeps customers coming back.
It is also beneficial for team leaders, store managers, and retail support staff who wish to enhance their ability to build stronger customer relationships, handle challenging situations effectively, and create a consistent standard of service excellence across the team.
Whether you are new to retail or an experienced service professional looking to sharpen your skills, this training will help you deliver a higher level of customer experience that reflects your brand’s values and keeps customers coming back.
This is a 1 or 2-days programme.
This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.
This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.
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