|
Programs
These standard programs have been developed by us after consultation with a number of retail chain stores and address most of the common needs and issues of organizations. Though courses generally follow a similar framework, they are modified according to Client requirements and work needs. Presently we offer three (3) levels of courses for Customer Service.
Training topic: Customer Service Training – Level 1
The overall objective of our Training Program is to raise the Customer Service Levels at your organization by imparting some key selling and service skills to your team. This level 1 course is targeted towards all sales staff, especially new entrants into your organization. We believe that the best time to train your team is when they join you initially. They are more receptive and willing to change. Specifically the program will concentrate upon:
Introducing the basic concepts of customer service
Communicating the importance of the customer
Understanding customers and their types
Listening, identifying and fulfilling customer needs – communicating with the customer
Handling different situations on the floor like, refund, exchange, discounts and other customer’s queries.
Improving personal hygiene
Using positive body language.
Understanding why and sales are lost and avoiding common mistakes
Level – 2 is recommended for your star sales/customer service team members. They should have supervisory and management potential and should be groomed to develop into strong leaders within their environment. The teaching methodology in this level is more situation-based and requires the team to have at least a Matric level education. All floor supervisors/managers and existing store managers should also participate in this training. Basic topics covered in this course are:
Business Etiquettes
Advanced Selling Skills
Customer Relationship Management
Leadership/Management
General Administrative Skills
Reception/Counter Skills
Level – 3 is recommended for your store supervisors, floor managers and store managers. Depending on the structure of your organization, your Area Sales Managers and similar level people should also be encouraged to attend. Teaching methodology is case and situation based and requires active participation by the team. Basic topics covered in this course are:
Inventory Management
Planograms and other techniques
Merchandising and Display
Leadership and People Management – Advanced Skills
Customer Relationship Management – Advanced level
Basic Marketing Techniques – POS, In store etc.
The majority of staff turnover, especially at retail and customer services level occurs within the first three months. A growing workforce with diverse backgrounds and experience has led to a need to properly introduce new employees into your company culture. Also called Staff Orientation, this gradual introduction of new people into your team can establish the benchmark for future performance.
RTI offers to design and develop a proper induction program for all new employees for your company. Developed in conjunction with your HR department, the program will have an array of trainers, including your own management, conducting the exercise.
The details and depth of this training program can be adjusted to accommodate your specific requirements.
Generally, this training is best conducted by in-house staff. We provide services to help develop and polish this training procedure. The content is Client specific because each industry has its own particular set of objectives, customers and environment. However we deliver a superior product because of our understanding of the best training methodology.
We add value by working with the client to develop the most suitable training processes, keeping in mind all the stakeholders involved in the business. In simple terms, the requirement of the customer service team at a retail outlet based in Liberty can differ from one for Iqbal Town. Although all Clients intuitively recognize that there is a difference in these requirements, it is always a challenge to translate this into an efficient operational model.
These programs are custom designed for the client to suit their employee profiles, as well as their operational objectives and constraints. Hence the topics and the time involved can be staggered to avoid disturbing orations.
|
