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CURRICULUM SUBJECTS: Retail Customer Service

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Reading

Regardless of whether you enter your career via the graduate or non-graduate route, the retail industry recognises a set of four key competencies that anyone serious about carving out a career for themselves in this sector will need.

- Business Focus
- Personal Effectiveness
- Relationship Management
- Critical Thinking

These competencies include a range of typical skills that employers are looking for in applicants, such as:

- excellent communication and interpersonal skills
- good standard of IT and numeracy
- effective influencing and negotiation skills
- strong customer focus
- ability to work under pressure and to tight deadlines
- analysing and problem-solving skills
- commercial awareness
- flexibility
- strong time-management skills
- attention to detail
- demonstrable leadership and management qualities

Above all else, employers are looking for people who can use their initiative to look for ways of improving the way things are done, are committed to their employer and are passionate about their sector whether it be fashion, food or cars.

Source : http://career-advice.monster.co.uk/searching-for-jobs/job-advice-by-industry/what-skills-are-retail-employers-looking-for/article.aspx

eResources

Interviews

How To Pass Customer Service Interviews

Tips on Working in Retail

What is RFID technology?

Video

WAYMISH is an acronym for: Why Are You Making It So Hard...for me to give you my money? It represents all the slights and indifferences made by employees and organizations that lead customers to believe that you don't really want their business. Things like not listening to what the customer is saying, putting policies ahead of common sense, not attempting to resolve complaints, etc.
During this webinar, you will learn to plan and develop strategies for customer engagement as well as business improvement and how you can retain your existing customers while encouraging them to spend more, more often.

Customer Service Training Video

Person to Person Customer Service

Person to person customer service can be very rewarding. Being able to work with customers to meet their needs is very satisfying. Customer service is easy if you follow some basic rules: • Create a good first impression • Act professionally • Deal with customers logically • Handle conflict (if it arises) confidentially

Give 'Em the Pickle by Bob Farrell - Customer Service Training

Customer Service Lessons from "Taxi Terry" by Business Speaker Scott McKain

How Not to Serve Customers!

Angry Customers

6 Quick tips to help you diffuse anger and create calm with unhappy customers. This video is part of the "Golden Method" elearning course for handling difficult customers.

ESL

How to Effectively Communicate over the Phone? Effective communications over the phone require clarity of speech, knowing what you want to convey, and a willingness to engage with someone using good listening skills and prompts. This article provides some of the basics required to effectively communicate during a phone call. 1.Answer the phone specifying who you are. It can be disorienting for a caller when they don't know with whom they're speaking. Try to have a bright, happy voice when answering too, as this gets the conversation off to a good start. 2.Speak clearly. Pronounce your words well and try to avoid mumbling, gushing, or speaking too quickly. If the person on the other end is hard of hearing or speaks a different language from your own, speak slowly and either raise your voice or speak more clearly than usual. 3.Use words that make sense to the person you're speaking with. It doesn't make a lot of sense to speak teenspeak with an elderly grandmother. She isn't necessarily going to "get it". Adjust your language to fit the listener. 4.Use good & descriptive language when you are trying to evoke images in the listener's mind. If you need to describe something well, try to choose words that identify its shape, color, size, etc. 5.Write down important points before making a call. If you're worried that you'll forget something when you call someone, or that you'll get tongue-tied and not say what you meant to, write a prompt sheet before the call and keep it in front of you. Refer to it if you get flustered during the call.

Richard Branson Reveals His Customer Service Secrets