Service Booster! C (Retail / Food & Beverages) (English / Mandarin) (4 hrs)
Course Code: CX-SBOC-I-O4
In-Company Training
[For service providers >10 years of experience]
The Retail and F&B business environment has changed significantly with the increasingly widespread adoption of digitalisation by both organisations and customers. Big data, sharing economy (think Uber and Airbnb) and e-commerce has transformed customer expectation and perception of service.
Service providers must keep pace with these developments so as to be able to continually provide a great customer experience and build loyalty. Service Booster! aims to bring service providers up-to-date with the operating landscape and refresh their customer engagement skills.
- Understand how the evolving environment and digitalisation is impacting customer experience
- Learn to engage customers and build loyalty in today’s context
The new service environment in Retail / F&B industry
- Manpower constraints
- The digital age and it’s influence on customers
Customers then and now in Retail / F&B industry
- Customer segments and their diverse needs
- Rising customer expectations
Art of customer engagement
- Build rapport with the customers through pacing, mirroring and the use of representational system
Art of service recovery
- Apply CLASSC techniques in handling difficult customer situations
Participants will learn through videos about the future of Retail / F&B, group discussions, presentations, customer journey mapping, experiential learning activities, and personal reflections.
This course is suitable for service employees at the operations level within the Retail / F&B sector.
Duration : 4 hrs
Course Fee : $80.00
Nett Fee Incl. 7% GST : $85.60
Contact us for more information.
- Understand how the evolving environment and digitalisation is impacting customer experience
- Learn to engage customers and build loyalty in today’s context
The new service environment in Retail / F&B industry
- Manpower constraints
- The digital age and it’s influence on customers
Customers then and now in Retail / F&B industry
- Customer segments and their diverse needs
- Rising customer expectations
Art of customer engagement
- Build rapport with the customers through pacing, mirroring and the use of representational system
Art of service recovery
- Apply CLASSC techniques in handling difficult customer situations
Participants will learn through videos about the future of Retail / F&B, group discussions, presentations, customer journey mapping, experiential learning activities, and personal reflections.
This course is suitable for service employees at the operations level within the Retail / F&B sector.
Duration : 4 hrs
Course Fee : $80.00
Nett Fee Incl. 7% GST : $85.60
Contact us for more information.