Customer Service for Retail Destinations

We explore what we mean by ‘Customer Service Excellence’ and highlight the attitudes and behaviours, which need to be adopted and demonstrated by your customer service teams, whatever role they perform. With a welcome, engage and surprise ethos, we take your teams to the next level using your vision, standards, values and guiding principles. We craft the course with your aspirations in mind.

Delegates attending this course are empowered to take ownership, responsibility and pride in the workplace and with customer and colleague interactions. The course content has been carefully designed to meet the business needs of shopping centre teams specifically.

Pre-Course Work – Think about their own customer experience and make a mental note of what makes them feel elated or deflated when they are the customer

• Identifying customer service excellence
• Vision – making a statement!
• Impacts on renewals
• Conflict and communications – what’s your style?
• Where are we now, where do we want to be, and how do we get there?
• Identifying your customers

This module addresses the customer journey and their emotional and rational needs when choosing where to spend time, eat and purchase goods. Customer service excellence is easy when all is going well, however delivering great service – above and beyond, to difficult customers is more challenging. Handling a negative situation effectively can create more customer loyalty than if everything had gone smoothly. Communicating honestly and consistently with your customer creates a great rapport, and they in turn, they become your advocates.

We develop and empower delegates by raising their levels of consciousness, and equipping them with skills that allow them to engage with people professionally and resolve issues while keeping the brand intact.

Pre-Course Work – All attendees to share an example of how they delivered excellent customer service and exceeded expectation

• Plotting the customer journey
• Re-capping your vision – why you are in business
• Customer Service Standards – magnetize your appeal!
• Emotional and rational needs
• Deal effectively with customers by adopting LEARN
• 13 Clues!
• SOS
• Perception rules!

We explore your Mission Statement and how that will achieve your ultimate vision. We will break down the DNA of your teams to discover your values and how they directly feed into your Customer Service Standards.

We give delegates the opportunity to see the shopping centre through another lens, that of the owner, shopper and the colleague. Service recovery depends on your ability to see your property and experience through the eyes of others. Delegates’ mystery shop their property to highlight the sweet and sour spots that need addressing or celebrating. To achieve level 4 they must master this skill.

Pre-Course Work – Collect customer service related workplace stories – the good, the bad and the ugly!

• The big question
• Mission – how you’re going to get there
• Living your values
• Customer service means?
• Superhero service!
• Email etiquette
• Apples and lemons

The module looks at high level strategies, such as experiential lifestyles, workplace as an experience, and how employee engagement directly affects customer service. Learning lessons from those in different sectors is key as skills are transferrable.

We share information around millennials and centennials that will eventually choose to work or shop with you. Understanding their expectations will keep you one step ahead and beat off the competition.

We focus on communication and property knowledge, testing property, services and retailer USP’s. What are the deals of the day, who sells what, where should families eat and what’s on at the cinema etc?

By completing the programme the delegates will have an extensive tool-kit to align your vision, mission, values and customer service standards to provide an experiential shopping experience to be proud of.

Pre-Course Work – Collect your vision, mission, values and customer service standards for your own review purposes

• Communications at play
• Listen with Lego
• 5 Alive
• Hot Shots and critical thinking
• Workplace experience
• Huddles and line-ups