Retail Customer Service Training

Available in Sydney, Brisbane, Melbourne, Adelaide, Perth, Canberra, Parramatta, Geelong, Gold Coast. Australia Wide.

When it comes to retail, a lot of preliminary images that pop up in our minds can be negative. We might see a distracted employee, or even a customer yelling at an employee and demanding to see the manager. However, no matter what happens in retail, the professional thing to do is always to keep a service-oriented mind-set and to do similarly oriented actions. Customer service, particularly in retail, can make the difference between a shop seeming professional, or appearing rude and unwelcome to customers. This training course is therefore set to train your retailers to become effective and professional in their customer service.

The best retail customer service agent is always the smiling one, with a heart dedicated to serving whomever comes into the store. If a customer walks into the store, they should be treated exactly as you would want to be treated if you were a customer. These methods will train your team members to be enthusiastic in their service, to be proactive in their service, and to treat everyone with the same high level of quality in service. This training course is essential in training a fine team of customer service agents who can welcome and serve your customers excellently. This pairs well with sessions about customer service, dedication to the job, and retail business. If you wish to know about our other training courses and services, please contact us.

Retail Training Outcomes

How to use questions effectively

Questions can assist you in your role by identifying options, choice and gathering information. Learn how to control outcomes and get better results by using the right questioning techniques at the right time. Used by professionals in top roles.

How to disarm angry complaints

Dealing with difficult people or dealing with complaints should be easier than what it seems. Learn the skills that help disarm, and remove emotion from an argument, or difficult complaint. Help the customer become more effective in communicating and reduce unwanted stress. The techniques in this session provide heaps of amazing tools that you can use to solve complaints easier.

How to build rapport by mirroring

Have you ever wondered how to connect to others quicker? Some people have a natural ability to connect to others and some have to work at the smaller skills such as small talk. Learn how to connect with others making the first impressions easier, and use mirroring techniques to build rapport.

Body Language signals: How to read

Body Language is always a favorite subject and whilst many people have differing opinions on its usefulness, we provide the answers to our participants through a fun and interactive session. Learn what signals your customers are sending you.

Powerful presentation techniques

Presentation skills can assist you to make more sales and also build the image of your products or services. Participants learn how to make the most and build more value with presentation techniques.

Closing techniques

Closing a conversation or sale effectively can be a skill acquired by the some of the best retailers. Did you know there are some Psychological techniques here to be more efficient in communicating your last thoughts? You can learn how a few small changes to your voice will assist with the closing aspect.

Telephone skills

Telephones are an important part of retail sales or customer service. We develop the process, provide an example script and respond to any participants needs as we discuss the importance of good telephone etiquette.

Building a positive outlook

Creating or building a positive outlook for your role is important. As you are dealing with customers on a day to day basis, you may find from time to time your outlook matching the time of day. This session here delivers a motivational and positive look into why your mindset and outlook is important in providing retail customer service or sales.

Creating a YES customer

Would you like your customers to say yes more often? Learn the techniques to create positive thinking within your customer and enjoy a customer who not only agrees with you more often, they enjoy the feeling you give them when dealing with you.

Complaint Handling

Although this session provides information on handling a difficult person or dealing with an angry customer, we also provide some additional tips and scripts to use when faced with a complaint.

Emotion and Motivation

Providing Solutions to Difficult People

Again customer service or sales in the public eye can be a difficult one. We provide a range of solutions that will keep just about anyone happy.

Tailored Retail Training Courses

All our courseware can be customised and tailored to suit your products, services and team. We even create content so if the course above does not have your training requirements or objectives, please contact our editing team to see sample material or custom modules to suit you. Our team can deliver in a range of different retail environments and have case studies and experience from many different retail areas. Call us for more information.

Retail Customer Service Training Outline


Happiness in service is one of the most critical things to have when you are working in any kind of customer service, and not just retail. Customers can always tell when you aren’t happy to be of service, and that can really make your shop lose customers and income. Smiling when you accommodate the customer and his or her requests or demands is always the best first step to take towards convincing the customer that they are welcome and that you are ready for service. Smiling can help you sound happier to serve, and this applies even when you are performing customer service over the phone. Your customers can always tell when you’re not happy, even if they can’t see you. For example, if Kent is the standing retailer meant to be taking delivery orders over the phone, he can’t afford to frown or sound sullen when someone calls. If he smiles, and tries to sound upbeat, that feeling can be infectious to the customer over the phone, and then the sale might go that much more smoothly. We show participants how important it is to smile.

Be Proactive in Service

Proactivity in service is largely about taking the initiative to be of service. A good example of this is asking sincerely how you can be of service to the customer. When you are in customer service, the entire point of your job is to serve the customer’s wants and needs. A good retail customer service agent must always be seeking the best way to help the customer and grant their requests. Doing the extra footwork may seem tedious, or small and unnoticed, but it can make the difference between being of good service, and overlooking a mistake that can damage your store’s reputation. It is advisable, for example, to check for yourself if the items the customer is buying are deficient, or the wrong items. Yet another is to actually check the stock room. We’ve all had it happen to us; we will ask about an item we want that is not on display, and the customer service agents will tell us it is out of stock instead of actually checking the stock room to see if they have any left. Do not do that; if you have to stay where you are, send someone else in the staff to check and make sure that they report back to you. It might make the customer wait a little, but some will appreciate that you actually tried to look for the item they wanted. While we are on the subject of unavailability, sometimes, the customer service agent might not know something that a customer is inquiring about. It seems like the honest and understandable answer is “I don’t know,” but it should never be your answer unless you end it with “but I can fetch someone who does.” Saying you do not know might be understandable, but it will never fulfil your target of serving the customer’s need. Keep it in mind to always look for the best way you can be of service, even in the small things in interactions with customers.

Never Judge

Never, on your life as a retail customer service agent, judge your customers or potential buyers based on how they look, how they dress, or how old they seem. You are built for service, and service never discriminates. Retail customer service agents serve all people, of all shapes, all sizes, and all walks of life. Another thing to never, ever do, as a retail customer service agent is to discuss customers with the customers, especially if you are saying bad things about other customers. That is the biggest mortal sin of customer service. As soon as they leave, that customer will wonder what you are saying about them to other customers. Your first, and most important priority in this position is to provide the best, most sensitive service you can provide. You should not kick out customers or potential buyers violently; you really don’t want your store to look like a company of judgmental elitists. Always treat everyone who enters your store, no matter who they seem to be, as the most important person in the store right now. Activities for participants will illustrate the issue of being judgemental.

Customised Training Session For Teams (Included No Charge)

While setting up the best possible training course, you can very easily modify your workbook according to your specific requirements and without cost. Our goal, after all, is to give you and your team the most complete and unique training experience out there. To this end, our team of designers and experts will customise everything from the style of your workbook, colour, kinds of activities and even the delivery style. No stone will be left unturned in our quest to provide you with the best possible experience here. Just state your desires, and we’ll work to creating a great session for you.

In-House Customised training benefits:

  • Flexible length – You choose the length of the session
  • Highly Effective Team/Industry Specific
  • Certificate of Completion (Professional Grade)
  • Create a Team Building environment
  • Cost effective – Group rate discount
  • Printed courseware (No need to download or use an App to read)

Creating Content (Contact us for Quotation)

Do you have an ideal workbook that you want to create from scratch? Not to worry; our team of experts and designers can make your personal content for you and with your exact instructions. If you wish to add more scholarly work to strengthen the effects of your training, we can certainly fix that with data inclusion. We can even include your company logo to emphasise the uniqueness of your very own workbook. Not only that, should you be at a loss for ideas, we can innovate on your behalf based on simply the slightest clues. You give us the instructions and we’ll carry them out with both accuracy and precision. Call us for more details on how we can help create a session for you.

Instructor Led Online

Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST

We provide this course as an online assisted course. You provide the date and time, we provide the trainer and material. Great for regional business or employees that are at multiple premises. The benefits of booking an online assisted or instructed led training session is you don’t have to wait for a specific date or course to come up. We book in a time available to you. Same course as a workshop but just for you and online instead.

Get Information or Quotation For Your Team

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