Retail excellence-Personal Excellence

Description

Retail Excellence is a suite of fully animated online courses. The suite comprises 16 titles designed to develop customer service and sales capabilities of people working in customer-focused roles.

Personal Excellence is a suite of five courses designed to help learners develop skills critical to optimal job performance and individual growth in the workplace.

Details

Course title

Topics

Duration:

State of Mind
  • State of mind defined
  • State control
  • State management
  • All in the mind…and body
25 minutes
Problem Solving Strategies
  • Problem solving defined
  • The NIFTE technique for self-improvement
  • Solving a problem
  • Lateral thinking
  • Six thinking hats
25 minutes
Critical Thinking
  • Critical thinking
  • The critical thinking process
  • The SCAMPER technique
  • Critical thinking vs hypercritical thinking
25 minutes
Personal Development
  • Tactical briefing
  • Setting personal goals
  • SWOT analysis
  • GROW model
  • Great things about GROW
25 minutes
Customer Interaction
  • The customer interaction flow
  • The customer interaction process
  • Steps of the CI process
  • A quick guide to customer satisfaction
25 minutes
Total Duration
125 minutes

Business outcomes

Organisations implementing this course will:

  • Increase customer loyalty and brand reputation by delivering positive and engaging customer service
  • Increase organisational effectiveness by building a workplace culture focused on proactive problem solving
  • Strengthen brand reputation by empowering workers to use creative thinking techniques to assess the effectiveness of and continuously improve existing products and processes
  • Increase customer retention by consistently delivering service that exceeds their expectations.

Target audience

This course is designed for any worker in your organisation that interacts with customers.

Further information

For further information, please refer to the individual course information sheets for each title in this suite.

A Best-Practice Guide To Delivering Leadership Development Download whitepaper