More and more customers choose services / goods not only according to price level, but also quality of service. Therefore, whether you work in a shop, a restaurant or a network marketing, customer service is at the heart of the whole business. Therefore, customer satisfaction service becomes a decisive factor in encouraging organizations to focus on their customers rather than gaining profit in any other way. However, the constant change in customer needs, the intensification of the competitive struggle, is leading to increasing customer requirements for service quality.
During the activities, you will learn how to adapt flexibly to a new work situation and basic customer service skills – improve active listening, different ways of communication, problem solving skills and flexibility by learning through experience, the role-play as potential employee or customer, different situations in work environment, related to book store and self- reflection about how to adapt to different situations.
You will be introduced to the hypothetical work situation in the bookstore.
There is some organizational change and you as employee are assigned a new task – you in contact with the clients now. It is new task for you that you did not do before. You need to adapt to the new position and learn new skills.
- Active communication with bookstore customers;
- Professional assistance in selecting the most suitable products for client’s needs;
- Active sales;
- Layout of the assortment and maintenance of the order of the trading hall.