WHO SHOULD ATTEND:
All managers who wish to improve their skill to lead and adapt to different conditions.
 
BENEFITS:
The aim is; to achieve customer satisfaction through "costomer oriented service" via improving chain store managers and employees' skills to communicate with market customers, who have a unique structure on its own.Receiving customer complaints, resolving issues caused by the difference between customer expactations and what store can offer and establishing healthy communication skills.

 CONTENT: 

• What is behavior? Consumer behavious
• Keys to Consumer Behaviors
• Perceived risks for a consumer
• Life-styles and shopping
• Customer Attitudes
• Change in Customer Attitudes
• The Effect of family to purchases
• Generation Gaps
• What does a consumer take into consideration prior to a sale?
• Planned and instinctive elements of trade
• What is a complaint? What causes customer dissatisfaction?
• How does a customer evaluate overall satisfaction?
• Action plans on customer complaints
• Characteristics of complaining customers
• How to respond to a complaint 
• Customer value and loyal customers
• Delegation Model
• Delagation Group Study