Service Excellence - Introduction to 3 Service Techniques
September, 2021
“Learn tools and frameworks to not only deliver excellent service in challenging situations, but to also mentor and guide others within your organisations to do the same“
Service Technique 01:
“Saying ‘No’ without saying ‘No’”
Sometimes it is unavoidable to tell a customer ‘No, cannot’ - for example when a product they are asking for is out of stock, or a customer asks for a discount you’re unable to give. In this video, we share a technique to ensure a pleasant customer experience is maintained in such situations.
Service Technique 02:
“Dealing with Difficult Customers”
Working frontline retail is not easy - customers can be demanding, ask unreasonable questions, or ask for help at just the wrong time. If you are already serving customers well, consistently, how can you do the same in situations where customers are difficult to deal with? In this video we share a communication technique to use in such situations.
Service Technique 03:
“Coaching Colleagues”
What can you do as an ambassador of service excellence in your organisation? Merely serving customers well yourself is not the answer - because you can only serve a certain number of customers at a time. To really maximise your impact, you can help your colleagues also achieve service excellence, by coaching them in the right way. In this video we share best practices for coaching to maximise peer learning.
This series of webinars is part of a series of talks that was conducted in partnership with the Singapore Retailers Association for nominees of the Singapore Excellent Service Awards 2021 (EXSA 2021)
