Effective Customer Relationships in Retail

In today’s competitive business environment, particularly in retail and service sectors, enhancing customer satisfaction and loyalty is crucial for success. Companies face challenges like inconsistent service delivery, poor communication, and inadequate record-keeping, which can negatively affect customer experiences.

This course equips participants with essential CRM skills, including active listening, effective questioning, and record-keeping, to improve customer engagement and service delivery. It addresses performance gaps identified by SkillsFuture Singapore, the Institute of Service Excellence, and Workforce Singapore, helping participants strengthen customer relationships and drive business growth.

What will this course cover?

• Understand Customer Preferences: Recognize the importance of customer preferences in shaping business strategies.
• Master Communication Skills: Develop active listening and questioning techniques to identify customer needs.
• Maintain Accurate Records: Ensure accurate documentation for personalized and consistent service.
• Adapt Service Delivery: Tailor services to meet diverse customer needs.
• Monitor Satisfaction & Improve Service: Use customer feedback to drive continuous service improvement.

Who should attend?
This course is suitable for personnel:

• Sales Associate/Representative
• Customer Service Associate
• Cashier / Senior Cashier
• Retail Assistant / Senior Retail Assistant 
• Assistant Retail Supervisor / Retail Supervisor
• Visual Merchandiser
• Inventory Storeman
• Operations Executive

Pre-requisites

• Completion of secondary education, or the ability to comprehend, read, write, and speak English at WSQ Workplace Literacy (WPLN) Level 3.
• Basic proficiency in English (written and spoken) is required to understand course materials and communicate effectively in customer service roles.