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    Customer Service Module

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    Tine Tinai
    The document provides training for cashiers on basic customer service. It defines key terms like retailing and customer service. It lists important facts about the importance of customer service, such as how many unhappy customers will not do business with a company again. It then discusses the responsibilities of a cashier, including completing transactions, making change, counting money in their till, and helping customers locate merchandise.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Customer Service Module

    Uploaded by

    Tine Tinai
    50 views10 pages
    The document provides training for cashiers on basic customer service. It defines key terms like retailing and customer service. It lists important facts about the importance of customer service, such as how many unhappy customers will not do business with a company again. It then discusses the responsibilities of a cashier, including completing transactions, making change, counting money in their till, and helping customers locate merchandise.

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    Customer Service Module

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    The document provides training for cashiers on basic customer service. It defines key terms like retailing and customer service. It lists important facts about the importance of customer service, such as how many unhappy customers will not do business with a company again. It then discusses the responsibilities of a cashier, including completing transactions, making change, counting money in their till, and helping customers locate merchandise.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    50 views10 pages

    Customer Service Module

    Uploaded by

    Tine Tinai
    The document provides training for cashiers on basic customer service. It defines key terms like retailing and customer service. It lists important facts about the importance of customer service, such as how many unhappy customers will not do business with a company again. It then discusses the responsibilities of a cashier, including completing transactions, making change, counting money in their till, and helping customers locate merchandise.

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    © All Rights Reserved
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    You are on page 1of 10

    RD RETAIL

    BASIC GROUP
    CUSTOMER SERVICE
    TRAINING for CASHIER
    1
    BASIC CUSTOMER SERVICE TRAINING

    Objective

    The primary objective of this learning session is we want you to


    walk out from here smiling and in-return makes your customers
    smile with your service.

    2
    BASIC CUSTOMER SERVICE TRAINING
    Key Terms

    1. Retailing - the sales of goods or commodities in small quantities directly to


    consumers.
    2. Customer Service –
    “Customer service is the ability to provide a service or product in the way
    that it has been promised”

    “Customer Service is about treating others as you would like to be


    treated yourself”

    “Customer service is an organization’s ability to supply their customers’


    wants and needs”

    “Customer service is a phrase that is used to describe the process of taking


    care of our customers in a positive manner”

    “Customer service is a phrase that is used to describe the process of taking


    care of our customers in a positive manner.
    3
    BASIC CUSTOMER SERVICE TRAINING
    Key Terms

    “Customer Service is any contact between a customer and a company, that


    causes a negative or positive perception by a customer”

    “Customer service is a process for providing competitive advantage and adding


    benefits in order to maximize the total value to the customer”

    “Customer service is the commitment to providing value added services to


    external and internal customers, including attitude, knowledge, technical support
    and quality of services in a timely manner”

    Customer Service is a proactive attitude that can be summed up as: I care and I
    can do.”

    4
    BASIC CUSTOMER SERVICE TRAINING

    Some important facts to consider about the importance of customer service:

    1. 68% of customer defection takes place because customers feel poorly


    treated.
    2. It can cost five times more to buy new customers than retain existing ones.
    3. 1% die
    4. 3% move away
    5. 68% quit because of an attitude of indifference towards the customer by the
    staff.
    6. 14% are dissatisfied with the product.
    7. 9% leave because of competitive reasons.
    8. For every customer who bothers to complain, 26 others customers remain
    silent.
    9. It takes 12 positive service incidents to make up for 1 negative incident.
    10. The average “wronged customer” will tell 8-16 people about it. Over 20%
    will tell more 20.
    11. 91% of unhappy customers will not willingly do business with you again.

    5
    BASIC CUSTOMER SERVICE TRAINING

    Some important facts to consider about the importance of customer service:

    12. 91% of unhappy customers will not willingly do business with you again.
    13. 70% of complaining customers will do business with you again if you resolve the
    complaint in their favor
    14. 95 % of complaining customers will do business again with you again if you
    resolve the complaint instantly.
    15. 80% of complaints received by an organization are likely to have a poor
    communication as their root cause, either with the customer or within the organization
    itself.

    Time Management

    Merchandise Mix

    6
    BASIC CUSTOMER SERVICE TRAINING

    CASHIER

    7
    BASIC CUSTOMER SERVICE TRAINING

    CASHIER

    1. It's a demanding job


    2. Enters the merchandise sold
    3. Totals the bill
    4. Receives money and makes change
    5. There must be no margin of error
    6. Requires to focus precisely
    7. There is a physical strain of lifting a large number of items
    8. Deals directly and intimately with many people

    8
    BASIC CUSTOMER SERVICE TRAINING

    CASHIER Responsibilities

    1. Completes transactions for customers and handle their money


    2. Makes change and handle their money
    3. Counts and documents the money received during their till.
    4. Helps some store personnel in merchandising, sales, promotions and shelf
    stocking.
    5. Helps customer locate merchandise

    9
    BASIC CUSTOMER SERVICE TRAINING

    CASHIER Responsibilities

    1. Completes transaction for customers and handle their money


    2. Makes change and handle their money
    3. Counts and documents the money received during their till.
    4. Helps some store personnel in merchandising, sales, promotions and shelf
    stocking.
    5. Helps customer locate merchandise

    10

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