Deal With Customers in a Retail Business
- Written by Gary Watkins
- Published in Training Programmes
Deal With Customers in a Retail Business
US 243806 NQF LEVEL: 3 CREDITS: 8 NOTIONAL HOURS: 80
Accreditation Status
This course is aligned to unit standard 243806 at NQF level 3 worth 8 credits.
Duration
3 Days
This workshop is presented as both a public and an in-house workshop.
Introduction
This unit standard is aimed at people who interact with customers at the level where they are expected to be able to solve customer complaints and answer customer queries. Persons credited with this unit standard understand and can implement customer service standards and can operate in a number of contexts some of which may be non-routine. They also demonstrate the ability to make comparisons and interpret available information.
Course Content
Section 1: Identify the Standards for Customer Service
1. Identify the Standards for Customer Service
1.1 Promote Positive Image to Customers
1.2 Develop a Customer Service Policy
1.3 Explain Customer Service Standards To Staff Members
Section 2: Deal With Customers In A Professional Manner
2. Deal with Customers in a Professional Manner
2.1 Maintain Personal Appearance for Positive Image
2.2 Greet and Acknowledge Customers Professionally
2.3 Identify Customer Needs
2.4 Understand Customer Needs Through Appropriate Listening And Questioning
2.5 Meet Customer Needs Courteously and Professionally
Section 3: Respond To Customer Complaints
3. Respond To Customer Complaints.
3.1 Steps for Dealing with Customer Complaints
3.2 Diffuse Emotions and Minimise Disruption
3.3 Interpret Customer Complaints and Take Action
3.4 Address Queries and Complaints Satisfactorily
Day One
Session one : Section 1 9:45 - 10.30 |
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Section 1: Identify the standards for customer service. |
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Section Outcomes · The manner in which a positive image is promoted to customers is explained as it applies to the wholesale and retail environment. |
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Introduce what positive image is |
Section 1
Facilitator led discussions Role plays Group exercise |
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Explain to learners the way in which positive image can be promoted |
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Ask learners to complete learning activity |
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Discuss learner answers |
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Debrief |
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Allow learner to complete formative activities |
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Session two: 10:45 – 12:30 |
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Section 2: Identify the standards for customer service. |
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Section outcome
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Introduce the concept of customer service policy |
Section 2
Facilitator led discussions Role plays Group exercise |
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Explain the main components to be included in a customer service policy |
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Look at examples of customer service policies |
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Group learners and ask them to complete learning activity |
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Ask learners to draw own customer service policies |
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Debrief |
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Allow learner to complete formative activities |
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Session three: 13:15 – 16:00 |
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Section 3: Identify the standards for customer service. |
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Section outcomes
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Introduce the concept of customer service standards |
Section 3
Facilitator led discussions Role plays Group exercise Practical exercises Simulations |
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Explain examples of customer service standards |
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Allow learners state the importance of having customer service standards |
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Explain why and how customer service standards are explained to staff members |
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Get feedback and debrief |
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Ask learners to complete learning activity |
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Allow learners to do formative assessments |
Day Two
Session 1: 8:30- 10:30 |
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Section 1: Deal with customers in a professional manner. |
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Section outcomes
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Recap Day one with learner input. Remember to restate ground rules and necessary protocols |
Section 4
Facilitator led discussions Group exercise |
Allow learners to move towards an understanding of the importance of identifying customer service standards |
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Introduce the what personal appearance involves |
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State the examples of the way in which someone can have a good personal appearance |
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Discuss how personal appearance is related to positive image |
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Explain ways in which someone can maintain personal appearance |
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Debrief |
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Ask learners to complete learning activity |
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Allow learners to complete formative assessments |
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Session two: 10:45- 13:00 |
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Section 2: Deal with customers in a professional manner. |
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Section outcomes
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Introduce the importance of professionalism when acknowledging and greeting customers |
Facilitator led discussions Group exercise
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Explain how customers can be greeted professionally |
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Ask learners to role play greeting of a customer in a shop |
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Explain the importance of acknowledging customers |
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Debrief |
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Allow learners to formative assessments |
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Session three: 12:45- 16:00 |
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Section 2: Deal with customers in a professional manner. |
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Section outcomes
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Introduce the concept of customer needs |
Facilitator led discussions Group exercise
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Explain how customer needs can be identified |
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Explain the relationship between customer needs and customer satisfaction |
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Ask learners to role play questioning and listening skills |
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Explain the importance of meeting customer needs in a courteous and professional manner |
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Ask learners to do activities |
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Discuss learner answers |
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Debrief |
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Allow learners to formative assessments |
Day Three
Session 1: 8:30- 10:30 |
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Section 1: Respond to customer complaints. |
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Section outcomes
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Recap Day one and day two with learner input. Remember to restate ground rules and necessary protocols |
Facilitator led discussions Group exercise
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Allow learners to move towards an understanding of the importance of dealing with customers in a professional manner |
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Introduce the steps followed in dealing with customer complaints |
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Give examples of good practice and bad practice in dealing with customer complaints |
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Explain how to deal with an angry and irritated customer in a retail shop |
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Discuss how to diffuse emotions and minimise disruption |
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Allow learners to complete activities |
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Discuss their answers |
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Debrief |
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Allow learners to complete formative assessments |
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Session two: 10:45- 13:00 |
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Section 2: Respond to customer complaints. |
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Section outcomes
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Introduce by giving an overview of the best practice in handling customer complaints |
Facilitator led discussions Group exercise
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Discuss the importance of interpreting customer complaints before dealing with them |
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Explain the actions that should be taken after a complaint has been interpreted |
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Explain the ways in which to address queries and complaints in a manner that satisfies both the business and the customer |
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Give examples of good and bad practice in addressing queries and complaints |
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Allow learners to complete activities |
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Debrief |
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Allow learners to formative assessments |
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Session three |
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Session three 13: 45- 16:00 |
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Recap on morning sessions |
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Allow learners to finalise on their formative assessment |
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Finishing the programme |
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Programme evaluation |
Allow learner to evaluate the workshop using the provide forms |
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Next steps |
Tell learners the next steps, training, assessment procedures |
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Assessments |
Explain the assessment process to the learners |
Who should attend?
- Sales Representatives
- Sales Supervisors
- Customer Service Representatives
Training Methodology
Our workshops are presented in a fun, interactive way and we also make use of short video clips, group exercises and role plays.
Learning Resources
Delegates receive comprehensive workbooks which include learning resources, templates and skills practices.
For further details please contact our Sales Manager.
Workinfo.com is an Accredited Training Provider with Services Seta, number 2333.
Workinfo.com is a Level 4 Contributor BBBEE company.
In-house training at discounted rates for groups can be provided where 6 or more learners are interested in attending. Training can be customised to suit the clients requirements.
The training course can be offered in all centres throughout South Africa.
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Gary Watkins
Gary Watkins
Managing Director
BA LLB
C: +27 (0)82 416 7712
T: +27 (0)10 035 4185 (Office)
F: +27 (0)86 689 7862
Website: www.workinfo.comRelated items
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