1841 Retail courses

Difficult customers may not be angry, but difficult to work with for a variety of reasons. We will help you to determine the customer's difficult behavioral 'type' and work with an appropriate strategy. View challenging customers as an opportunity to shine, be your best, and set a great service example. Learning Objectives Describe seven types of difficult customers, Apply strategies for working with each type of difficult customer Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understanding and connection through compassionate and empathetic communication is critical. This entails actively listening, acknowledging emotions, and expressing care and concern in interpersonal interactions. By prioritizing empathy in communication, individuals can create a supportive and inclusive environment where everyone feels heard, valued, and understood. The goal is to cultivate empathy as a core communication skill, leading to more meaningful connections, improved collaboration, and enhanced overall well-being within interpersonal and professional relationships. Learning Objectives The following are some of the key outcomes in this course: Understand how empathy fuels successful conversations Understand how to communicate with empathy, and we list three statements to avoid when offering support What is an empathy roadblock, and list some of the most common ones Learn about four solutions for overcoming these roadblocks Target Audience Young Professionals

Buyer's remorse is emotional regret after a purchase. Buyer's remorse is a natural human reaction emerging from a sense of caution and doubt over a decision. Understand the causes of buyer's remorse and how you could be in control to prevent buyer's remorse. Learning Objectives Explain the causes of buyer's remorse, Prevent buyer's remorse, Describe how to avoid seller's remorse Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Implement areas that could use improvement, based on your service assessment. Courteous behavior determines how customers perceive the quality of your goods and services. Understand how to apply the customer care courtesy model that includes being right, ready, recommending solutions, and resolving problems. Discover how you can go beyond the basics of courtesy behaviors. Learning Objectives Complete a courtesy self-assessment, Explain the impact of courtesy on your bottom line, Implement a powerful Customer Care Courtesy Model Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Productive and impactful meetings through proficient communication techniques is something we all want to improve. This involves mastering skills such as clear articulation, active listening, and concise summarization to ensure effective exchange of ideas and information among participants. By emphasizing techniques like agenda setting, time management, and fostering a collaborative atmosphere, the goal is to enhance meeting efficiency, maximize productivity, and strengthen team cohesion through effective communication practices. Learning Objectives The following are some of the key outcomes in this course: Discover the five steps to running meetings that are more efficient, more constructive, and more engaging for you and your team Develop an effective agenda that will give your team clarity, focus, and alignment Understand the conditions and steps involved in cultivating consensus as well as four strategies for reaching consensus faster. Reasons why conflicts arise and six strategies for resolving them Target Audience Young Professionals

Words can make or break or break a good first impression. Choose them carefully. Discover why it is important to use positive language, expressing what you can do, not what you can't. Understand how to be specific in your written and spoken communication and how to end your sentences appropriately. Be careful how you express yourself. You may not be preventing wars, but one word can save or lose a valued customer! Learning Objectives Explain the power of words used in business, Choose appropriate, more powerful word choices, Edit writing to use less words for more impact Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

The Primacy Effect influences lasting impressions, determining the quality of the relationship in the future. Moments of Truth are 'touch points' in time that a customer evaluates when giving you a service 'score.' Understand the ten tips for great greetings and introductions. Choose your opening words wisely and we will show you how to balance professionalism with 'personalism.' Learning Objectives Explain the Primary Effect's influence on first impressions, Apply 10 tips for great greetings, Identify how to use name tags and professional greeters when appropriate, Implement effective greeting words choices Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Be balanced in your approach to delivering bad news. Deliver the information tactfully, balanced with directness or the 'meat' of the message. Understand how to use the sandwich approach in more sensitive matters: good news, bad news, good news. Think with your heart when delivering bad news. Your compassion will be appreciated. Learning Objectives Explain the pros and cons of direct and indirect communication, Apply three techniques for delivering bad news Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Communication skills are a fundamental aspect of success in the business world. However, many individuals encounter challenges in this area, such as difficulty in conveying their thoughts clearly, struggling to actively listen to others, or feeling anxious during public speaking. Effective communication is essential for building relationships, resolving conflicts, and making impactful presentations. Learning Objectives The following are some of the key outcomes in this course: Understand how communication is a process involving a sender, a message, and a receiver Learn why communication can fail if that process breaks down Learn why great communication skills matter to your professional success Understand five of the most common communication barriers Target Audience Young Professionals

Peer coaching is a cost-effective way to provide quality employee development to high-potential and emerging leaders. Learn about the behaviours that will ensure you are a great peer coach. You will understand why questions play an important role for effective coaching and how to use the correct questioning sequence for an effective coaching session. Learn the behaviours and steps under your control for achieving the end goal. Learning Objectives Explain the benefits of peer coaching, Implement behaviors of effective peer coaches, Describe four partnering roles of peer coaches, Apply the GROW model for sequencing questions in a coaching session Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams