Customer Service for Retail Destinations

Our bespoke courses include best in class hospitality, leadership, resilience, team building and communications to name a few; but they are all bespoke to our clients needs, so your vision and your goals are designed into the process in order to meet your objectives.

The sessions are experiential, with thought provoking games and exercises that put your teams in the shoes of the customer and colleague, to enable a perspective that enhances awareness and improves greatly on service, experience and revenues. We are ideally brought in front end as you never want to rehearse your services on a live audience. Let us challenge your design and customer service standards, or create them with you, because together we can craft a remarkable experience for you, your customer, client, guest and employee.

Who will benefit from the course?

Operational managers
Marketing managers
Shopping centre security
Housekeeping
Car-park managers
Help-desk employees
Any customer-facing team

Course Outline

Level One

The Expected Behaviour

We explore what we mean by ‘Customer Service Excellence’ and highlight the attitudes and behaviours, which need to be adopted and demonstrated by your customer service teams, whatever role they perform. With a welcome, engage and surprise ethos, we take your teams to the next level using your vision, standards, values and guiding principles. We craft the course with your aspirations in mind.

Delegates attending this course are empowered to take ownership, responsibility and pride in the workplace and with customer and colleague interactions. The course content has been carefully designed to meet the business needs of shopping centre teams specifically.

Pre-Course Work – Think about their own customer experience and make a mental note of what makes them feel elated or deflated when they are the customer

Identifying customer service excellence
Vision – making a statement!
Impacts on renewals
Conflict and communications – what’s your style?
Where are we now, where do we want to be, and how do we get there?
Identifying your customers

Level Two

The Desired Behaviour

This module addresses the customer journey and their emotional and rational needs when choosing where to spend time, eat and purchase goods. Customer service excellence is easy when all is going well, however delivering great service – above and beyond, to difficult customers is more challenging. Handling a negative situation effectively can create more customer loyalty than if everything had gone smoothly. Communicating honestly and consistently with your customer creates a great rapport, and they in turn, they become your advocates.

We develop and empower delegates by raising their levels of consciousness, and equipping them with skills that allow them to engage with people professionally and resolve issues while keeping the brand intact.

Pre-Course Work – All attendees to share an example of how they delivered excellent customer service and exceeded expectation

Plotting the customer journey
Re-capping your vision – why you are in business
Customer Service Standards – magnetize your appeal!
Emotional and rational needs
Deal effectively with customers by adopting LEARN
13 Clues!
SOS
Perception rules!

Level Three

The Remarkable Behaviour

We explore your Mission Statement and how that will achieve your ultimate vision. We will break down the DNA of your teams to discover your values and how they directly feed into your Customer Service Standards.

We give delegates the opportunity to see the shopping centre through another lens, that of the owner, shopper and the colleague. Service recovery depends on your ability to see your property and experience through the eyes of others. Delegates’ mystery shop their property to highlight the sweet and sour spots that need addressing or celebrating. To achieve level 4 they must master this skill.

Pre-Course Work – Collect customer service related workplace stories – the good, the bad and the ugly!

The big question
Mission – how you’re going to get there
Living your values
Customer service means?
Superhero service!
Email etiquette
Apples and lemons

Level Four

Unbelievable Behaviour

The module looks at high level strategies, such as experiential lifestyles, workplace as an experience, and how employee engagement directly affects customer service. Learning lessons from those in different sectors is key as skills are transferrable.

We share information around millennials and centennials that will eventually choose to work or shop with you. Understanding their expectations will keep you one step ahead and beat off the competition.

We focus on communication and property knowledge, testing property, services and retailer USP’s. What are the deals of the day, who sells what, where should families eat and what’s on at the cinema etc?

By completing the programme the delegates will have an extensive tool-kit to align your vision, mission, values and customer service standards to provide an experiential shopping experience to be proud of.

Pre-Course Work – Collect your vision, mission, values and customer service standards for your own review purposes

Communications at play
Listen with Lego
5 Alive
Hot Shots and critical thinking
Workplace experience
Huddles and line-ups

Facilitator: Audra Lamoon

Managing Director of Livewire Performance Consultants Ltd; Audra is a Corporate Trainer and Experientialist, Speaker, Turn-around Artist, Consultant and Coach in such areas as retail, residential, property, hotels, media and construction.

Audra’s passion is hospitality and property, whether launching new properties or being part of turn-around projects. One such mixed-use scheme was a distressed, open-air shopping centre in Atlanta, where she and the top team turned it around within 18 months, starting with the safety and security team, who became ‘Hospitality Hero’s’; making it the 2nd most tweeted retail spot in the US. It became the 1st shopping centre to win 4 gold’s and 1 silver in the MAXI awards in the US in 2012.

Audra has been on the Committee for The Retail Trust since 2013 and is particularly focused on customer experience around strategy, service, hospitality and branding for her clients. She immerses herself in her client’s environment, mystery shops globally and gains commissions by capturing the client’s unique DNA and differences, then designs that into the fabric of the learning and development programmes. Audra observes her clients’ people, personalities, and their and working styles, bringing about awareness, recovery and then revenues for all parties, through experiential learning and practice.