Course Overview:
This 5-day course, provided by IRES, equips participants with the advanced customer service skills needed to excel in both retail and e-commerce environments. In today’s competitive marketplace, superior customer service is the finish line that separates thriving businesses from the rest. Participants will master techniques for delivering exceptional service, handling customer complaints effectively, and building long-term customer loyalty in both physical and online retail settings.
Course Duration:
- 5 Days
Target Audience:
- Retail Managers
- E-commerce Customer Service Representatives
- Customer Support Managers
- Sales and Marketing Teams
- Customer Experience Professionals
Personal Impact:
- Gain expertise in delivering superior customer service in both retail and e-commerce environments.
- Develop skills to handle difficult customers and resolve complaints efficiently.
- Learn how to build and maintain strong customer relationships for long-term loyalty.
- Improve communication and problem-solving skills in customer service.
Organizational Impact:
- Enhance the overall customer experience across retail and e-commerce channels.
- Increase customer satisfaction, leading to repeat business and brand loyalty.
- Improve team collaboration and service consistency.
- Strengthen the company’s reputation for excellent customer service in the competitive market.
Course Level:
Course Objectives:
- Understand the differences and similarities in customer service for retail and e-commerce.
- Learn best practices for handling customer inquiries, complaints, and returns.
- Develop skills in digital customer service for e-commerce platforms.
- Master techniques for enhancing customer loyalty and satisfaction.
- Equip participants with the tools to manage customer service teams effectively.
Course Outline:
Module 1: Fundamentals of Retail and E-commerce Customer Service
- Key Topics:
- Differences between Retail and E-commerce Customer Service
- Understanding Customer Expectations in Both Environments
- The Importance of Consistent Service Across Channels
- Case Study: Successful customer service strategies in a leading e-commerce company
- Activity: Role-playing to understand customer expectations in retail vs. e-commerce
Module 2: Handling Customer Inquiries and Complaints
- Key Topics:
- Techniques for Managing Customer Complaints Effectively
- Resolving Issues Quickly in Retail and E-commerce Settings
- Maintaining a Positive Customer Experience in High-Pressure Situations
- Real-Life Project: Developing solutions for common customer service issues
- Activity: Workshop on handling difficult customer situations
Module 3: Building Customer Loyalty and Trust
- Key Topics:
- Strategies for Creating a Personalized Customer Experience
- Rewarding Customer Loyalty in Retail and E-commerce
- Managing Returns, Refunds, and Exchanges
- Case Study: How loyalty programs can drive repeat business in a competitive market
- Activity: Designing a customer loyalty program for retail and e-commerce businesses
Module 4: Digital Customer Service in E-commerce
- Key Topics:
- Chatbots, Live Chat, and Social Media as Customer Service Tools
- Managing Online Customer Reviews and Feedback
- Responding to Customers in Real-Time Across Digital Platforms
- Real-Life Project: Implementing a digital customer service strategy for an e-commerce platform
- Activity: Group discussion on best practices for digital customer service
Module 5: Managing and Improving Customer Service Teams
- Key Topics:
- Training and Motivating Customer Service Teams for Success
- Performance Metrics for Customer Service Teams
- Continuous Improvement and Feedback for Customer Service Excellence
- Case Study: How top-performing companies manage customer service teams
- Activity: Developing a customer service improvement plan for a retail or e-commerce company
Related Courses
Course Administration Details:
Methodology
These instructor-led training sessions are delivered using a blended learning approach and include presentations, guided practical exercises, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience as professionals and trainers in these fields. All facilitation and course materials are offered in English. Participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation and Airport Transfer
Accommodation and Airport Transfer are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
Payment
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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