Staff are key to excellent customer service. Well-trained staff who feel motivated create a positive store environment and lower turnover. This improves the customer experience and leads to higher spending, return visits, and word-of-mouth marketing. In turn, this increases company revenue and retention while reducing costs. A good training plan should have clear goals and consider different learning styles to properly equip staff.

1. What is
Excellent
Customer
Service

2. Customer service encompasses everything
that we do with in the retail sector, from
the design of the stores, stocking the
stores, staffing and how we approach our
target market or our customer base

3. Our stores have to be inviting well
presented and easy to shop well planned
with sufficient space to be able to shop
with out hindrance. A well laid out store
that is well stocked will entice customers to
spend providing that the price is right

4. Staffing - This has to be right as customer ultimately
believes that our staff are the ones that give
customer service and the buck ends there. So our
staff have to trained in the right way to ensure that
they give excellent customer service, our staff are
our backbone to the company, if they get it wrong it
can have a detrimental effect to our business in the
form of complaints which means the customer will
go else where and in return our turn over will drop

5. Well trained staff feel more motivated and are more
satisfied in their working environment and will feel less
pressurised in reaching targets set with in store or by the
company, it also increases the work rate of our staff as
they feel that they belong to a growing company that
cares about its employees, this will have the effect of
them being more happy creating a good atmosphere in
the store*. It is a well known fact that if staff are well
trained and are motivated in the workplace there is a
lower turnover of staff, this in itself means a lower cost
to the company. *(this will also have an effect on the customers that shop in store making them feel
more relaxed and spend more time in the store this leads to a higher spend rate)

6. Customers who have a fruitful and happy shopping experience in
our stores are more likely to tell their family and colleagues of
the experience they have had in our stores thus becoming regular
customers, increasing the company turnover, where as if they
have a bad one they stay way and berate our company causing us
to lose turnover and customers

7. So if we get excellent customer service
right we start to create a niche for being
good at what we do, by giving the customer
the right service with the right products
that are at the right price, this in turn will
help the company expand and grow into the
market leader in our sector

8. The
Training
Plan

9. ●
A successful training plan needs to have clear
goals and objectives in other words how and
what we are going to do.
● It should take on board that we have all
different learning needs and that people have
different skills and experience.

10. How am I going to do it. - Having the right
content, methods and materials, location and
time
How will I know if it has succeeded – this is
done by monitoring and evaluation

11. The Business
Benefits

12. ●
There are several key benefits to how good
customer service can benefit our business.
●
Customer retention, or repeat custom leading
to growing sales
● Free marketing - when happy customers tell
their friends and colleagues of their good
shopping experience

13. ●
A happy, well trained motivated workforce are
more likely to stay with a company, therefore
a reduction in the cost of recruitment.
●
Our staff are at the front line and we have to
remember that a smile, a please and thank you
cost the company nothing but can be the best
part of customer service that we can give

14. And Finally
I would like to thank you for time
today