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CREATING A MEMORABLE CUSTOMER EXPERIENCE
Title:
Creating A Memorable Customer Experience
 
 
Duration:
1 day (8 hours)
 
Competency:
 
Short Description:

 



 
Full Description:
Creating a Memorable Customer Service Experience

Target Audience

Who can participate?

  • Retail sales staff
  • Retail management staff
  • Food and beverage staff
  • Hospitality staff
  • Customer service personnel
  • Shopping centre staff (security, cleaning, car park)
  • Administration staff
  • Front line personnel

Program Outline

  • Deliver Service to Customer
    • Basic Principles of Service
    • Consumer Protection Act
    • Workplace Health & Safety Act
    • Limits of Authority
  • Communicating Effectively With People
    • Keeping an open mind
    • Using simple language
    • Avoiding ‘Singlish’ & jargons
    • Listening actively
    • Using positive body language
    • Using positive tone of voice
    • Being aware of personal space
  • Service Cycle
    • Greeting & Acknowledgement
    • Creating a Positive First Impression
    • Building Rapport
    • Identifying your Customer’s Needs
    • Fulfilling your Customer’s Needs & Requirements
    • Anticipating Customer’s Dissatisfaction
    • Going the Extra Mile – Upselling / Cross Selling
    • Staying with your Customer till the End
  • Respond to Customer Issues / Complaints
    • Basic steps to service recovery
    • Handling customer exchanges, returns and refunds procedures
    • Create Win / Win situations
  • Cashiers
    • The Last and Most Important Touch point

Program Objectives


The course will help develop awareness on topics ranging from how to deal with different types of customers, different ranges of products and services, organisational standard operating procedures, organisational customer service policies, the operating environment, legal legislation, industry requirements, tools and equipment and documentation.

By end of the program, participants will be able to create and instil a memorable experience for their customers.

Participants will receive a Certificate of Attendance for the said course.

 

 

Course Fees

 

Type of Courses Course Fees Participants - Must be company sponsored
Customer Service Training (in-house) $107 (Inclusive of GST) Retailers / F&B/Services



Funding Rates

 

There is no funding incentive available for this course.



Payment

 

An invoice of will be sent to you via email / mail. To secure your seat, please send your payment to us latest 2 weeks before the course date. All cheques must be made payable to Lend Lease Retail Investments 1 Pte Ltd, crossed and marked 'A/C payee only'. For cash payments, please make the necessary payment at 313@somerset Management Office located at #05-04. We only accept cash / cheque payment only.

 


Withdrawal, Re-scheduling & Refund Policy

 

Participants must adhere to the course schedule selected including the final assessment as there will be no makeup session(s). All cancellation, withdrawal or re-scheduling of a confirmed booking request must be made at least 10 working days before the course commencement. All requests must be made in writing and is subject to confirmation.

 
When ‘Written Notice of Cancellation, Withdrawal or Postponement’ is received Refund Policy
More than 10 working days before course commencement date Full refund of the course fees paid
Less than 10 working days No refund

 


Registration 

 

Registration deadline: 4 weeks before class commencement.


To apply, please see the Course schedule.
 
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