Comprehensive Customer Service Training Program
This customer service training program focuses on skills essential for working in a grocery store environment, but applicable to various retail settings. Participants learn about store layout, locating items, and essential life skills through engaging videos and workbook activities. The program covers crucial aspects of customer service, equipping individuals with the knowledge needed to excel in a service-oriented role. From basic to intermediate levels, this training ensures that learners grasp fundamental concepts while honing their customer service skills.
Download Presentation
Please find below an Image/Link to download the presentation.
The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author. Download presentation by click this link. If you encounter any issues during the download, it is possible that the publisher has removed the file from their server.
E N D
Presentation Transcript
Please note: 1. This training program refers primarily to customer service in a grocery store. However, the concepts/ideas can be applied to other retail environments as well. 2. When you have a slide labelled In Your Customer Service Booklet, you are expected to complete an assignment in that booklet.
Grocery Store When you start working in a grocery store, the first thing you need to know is where everything is located in the store. Grocery stores generally have the same basic layout. The video below explains how that works. Video link: Layout of a Grocery Store
In Your Customer Service Booklet After watching the video, Layout of a Grocery Store, draw a diagram and label the sections of a grocery store or answer the questions at the bottom of the page asking where you will find those items in a grocery store. Complete in your customer service booklet This might help you remember where items are located when you need to help customers in a grocery store or it can simply help you find items you are looking for when you go into a grocery store.
What Does Customer Service Training Teach You? Customer service can teach you some very important life skills. This introductory video will tell you what you can expect to learn during this training program. Video link: Introduction to Customer Service
In Your Customer Service Booklet The video below is intended to be watched two sections: Part 1 is the first 10 minutes of the video Part 2 is the last 10 minutes of the video For each part, you must complete the questions in your Customer Service Booklet. Video Link: Grocery Store Training Video (1980s)
In Your Customer Service Booklet (Intermediate Level Only) In the next slide, you will be asked to watch a video called I Was Seduced by Exceptional Customer Service. In your customer service booklet, complete questions 1-3 of the Knowledge Chart prior to watching the video. After watching the video, answer question 4.
Customer Service Training (Intermediate Level Only) If you have already worked in a grocery store, retail outlet, restaurant, etc. already and have an understanding of basic customer service, watch the video below, to learn about exceptional customer service. Video link: I Was Seduced By Exceptional Customer Service
In Your Customer Service Booklet These two videos give good and bad examples of customer service. After watching the two videos, in your customer service booklet, simply write down one thing you learned that you know you will never do when working in a grocery store or retail outlet. Video links: Do's and Don'ts of Customer Service Customer Service Training Video for Touts Budgen
Video Clips of Bad Customer Service These video clips are meant to give you a bit of a break in the middle of this training program. Watch the clips. Enjoy the break! There is no written work you need to do. Video links: 1. Bad Customer Service Montage 2. Funny Customer Service 3. King of Customer Service 4. Seinfeld Customer Service
In Your Customer Service Booklet (Intermediate Level Only) In the next slide you will be asked to watch a video about bad customer service and why some customers don t complain to the employee. After watching the video, you will need to answer the questions in your customer service booklet: 1. What were the three ways in which customer service went wrong? 2. Why do you think some customers don t complain directly to the employee?
The Customers Perspective (Intermediate Level Only) The link below shows you how customers don t always speak up when they receive bad customer service. Even though a customer doesn t complain to the employee, they may still contact the manager to complain. You will learn why this happens. Video link: Bad Customer Service on Hidden Camera
Communication Through Body Language A big part of communication is our body language. This video will demonstrate both positive and negative body language. Watch the video to see if you can spot the differences. Video link: Body Language Around Volunteers/Customers
In Your Customer Service Booklet After watching the video Body Language Around Volunteers/Customers, in your customer service booklet, write down what good body language looks like when working with customers. _____________________________________________ _____________________________________________ _____________________________________________
Communication Through Body Language (Intermediate Level Only) It s important to know what your body language is telling others. To learn how to demonstrate confident body language, watch this video. Confident Body Language Tips
In Your Customer Service Booklet (Intermediate Level Only) After watching the video Confident Body Language Tips, in your customer service booklet, list 2 things you do well and 2 things you feel you need to improve. _______________________________________ _______________________________________ _______________________________________ _______________________________________
Other Required Skills Now that you have a better idea of what good customer service looks like, the next few slides will teach you some of the other skills required when working in a grocery store or another retail type environment.
Bagging Groceries One very important skill that anyone working in a grocery store needs to learn is how to properly bag groceries. Watch both videos to learn how to bag groceries. Video Links: 1. Bagging Instructional New employees 2. Born to Bag
Bagging Groceries Activity The best way to learn how to bag groceries is by practicing it. Find bags (reusable, paper and plastic) and practice bagging groceries as you were instructed in the videos on the previous slide. Go to your kitchen and take out 10-15 items from your refrigerator and cupboards and place them on the counter. Bag the groceries following the steps shown in the video. Suggestion: You can re-watch one of the videos as you practice bagging the groceries.
Taking a Break at Work Your employer will tell you when you take a break. It is important to take a break in order to continue to do your job well. Watch the videos below and learn what to do during a break. Video Links: How to Take a Break at Work And 3 Channels of Work and How to Take a Quality Break
In Your Customer Service Booklet There are many benefits to taking breaks, whether you are at work, at home doing your school work or even at school. 1. In your customer service booklet, list some of the benefits to taking a break. 2. Think about your job right now or a job you are interested in having, based on what you learned from the videos, what will you do during your break? Remember, the goal of a break is to refresh you so you can continue on with your work day.
The Job of a Courtesy Clerk The first job students tend to get at a grocery store is the job of a courtesy clerk. Watch the video below to learn more. You will be asked to list these duties in your Customer Service Booklet. Video link: The Job of a Courtesy Clerk
In Your Customer Service Booklet If you are hired to be a courtesy clerk at a grocery store, what jobs will you be doing? _______________________________________ _______________________________________ _______________________________________ _______________________________________
Reflection As a final activity, you can video record, write or draw and label 5 negative interactions in customer service. Include the 5 ways it should have been done. Remember: Once completed, submit the finished product to your teacher.
