Identifying potentially disruptive customers

Identifying potentially disruptive customers

retail worker working with potentially difficult customer

Identifying potentially disruptive customers

INDUSTRIES

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SKILLS

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level

Assessment style

Average completion time

eLeaning

Assessments

Mobile Friendly

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WHAT YOU’LL LEARN

  • Techniques to observe and monitor customer actions and reactions to recognise potential disruptive behaviours.
  • Skills in asking relevant questions and employing active listening to identify the causes of disruptive customer behaviour.
  • Methods to demonstrate a positive and empathetic attitude towards customers and resolve issues professionally.
  • Knowledge of company guidelines and the use of signage to manage disruptive situations effectively while ensuring compliance.
  • Strategies for early identification of potentially disruptive customers to prevent escalations and maintain a calm shopping environment.

COURSE OVERVIEW

This course on Identifying Potentially Disruptive Customers in Retail equips retail professionals with essential skills to enhance customer service standards and manage customer interactions effectively. It focuses on monitoring customer behaviour, employing active listening, and demonstrating a willingness to assist, thereby improving the retail environment for both staff and customers. Through engaging lessons, participants will learn to identify signs of disruptive behaviour early on, using a combination of body language observation, effective questioning, and communication skills to address and resolve potential issues. This proactive approach not only prevents escalations but also contributes to a positive customer experience, safeguarding the company’s reputation and fostering good customer service.

Moreover, the course delves into the importance of adhering to organisational policies and procedures, empowering retail workers to manage difficult situations with confidence and professionalism. By familiarising themselves with company guidelines and utilising signage to communicate policies clearly, participants will be able to handle challenging customer interactions gracefully, offering alternatives and solutions that meet customer needs while maintaining a calm and respectful demeanour. This training is crucial for retail staff, security staff, and new team members, providing them with the knowledge and tools necessary for continuing professional development and ensuring excellence in customer service roles, ultimately benefiting both customers and the organisation.

COURSE PREVIEW

COURSE ACTIVITIES

Introduction

  • Introduction to Identifying Potentially Disruptive Customers

Lessons

  • Monitoring Customer Behaviour
  • Effective Questioning and Active Listening
  • Demonstrating Willingness to Assist
  • Referring to Organisational Policies and Procedures

Conclusions

  • Quiz
  • Summary
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ASSESSMENT OPTIONS

Online Course & Quiz

Written Assessment & Marking

Practical & Evidence Assessment

CERTIFICATIONS

Upon completion you will be issued with a course certificate which will be saved in your account and can be shared on Linkedin under your Licenses & Certifications.

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