WHO SHOULD ATTEND:
Customer care managers, sales consultants, cashiers, employees who work in food and non-food fields and all marketing employees who deal with customers face-to-face.
 
BENEFITS:
Main aim is, to acquire customer satisfaction through "customer-oriented approach" for markets with unique customer portfolio via improving effective and creative communication skills of managers and employees working in chain stores.
 
CONTENT:   
         
Group Study

• Challenges with Customers in Chain Stores.

 Customer Concept

• Who is a Customer and What is the Expectation of a Customer?
• Analysis of Customers in Chain Stores
• Internal Customer / External Customer
• Importance of Customer in Perspective of Results in Change of Management Vision
• What Does a Customer Really Buy?
• Cost of Customer Loss

Establishing Customer Oriented Communication

• Evaluation Criterias for Chain store employees in customer's view
• Importance of the first five seconds in Customer Relations
• Importance of ""Care" in Customer Relations
• Communication Model
• Challenges in Interpersonal Communication
• Defensive Communication - Defence Mechanisms

 Traditional Customer Communication / Customer Oriented Communication

• Proactive Communication and Reactive Communication
• Words We Do Use and Can Use to Our Customers
• How Our Customers aproach to us is the Reflection of Our Behaviours.
• Results of Negative Approach and Positive Approach
• Effects of Appearance and Behaviour

 Identifying The Customer

•  Art of Listening (Hearing / Listening / Understanding)
•  Empathy
•  Seeing Ourselves Through Customer's View
•  Contingency

 
Group Study

• Meeting Customer Expectations of Chain Stores and Determining and Resolving the issues that cause Inability to Communicate more effectively.

 
Professionalism

• Representation Responsibility; We Direct Our Customer's Perceptations Related to Our Store.
• Professionalism As a Life-style 
• Behaviors of Professionals and non-Professionals

                       
 Coping with Difficult Customers

• Enhancing Different Behavours for Different Customer Types bağlaç Store
• Methods of Receiving and Resolving Customer Objections

Creating Customer Loyalty

• How Do Customers Express Their Satisfaction?
• Customer Orientation = Customer Satisfaction
• Result: Creating Loyal Customers via Customer Oriented Service

Practice / Role Playing
Recording Role Playing in lay outs and cashouts in a designed store environment and discussing the topics.
 
DURATION:    2 Days

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