Retail Skills Framework
SERVICE CHALLENGES
INTRODUCTION
The Service Challenges, WSQ Custom:r Experience TSC framework supports the retail and service Industry businesses. The module has been designed for participants to develop skills, knowledge and attitudes required to manage and mitigate service challenges and feedback from customers. It also provides service professional to respond effectively in challenging service situations. Service professionals are encouraged to demonstrate positive verbal and non-verbal communication skills during interaction with customers and when identifying issues leading to the service challenges. This module will give the information needed to respond to challenging escalate unresolved service challenges.
SERVICE LEADERSHIP
INTRODUCTION
The Service Leadership, WSQ Customer Experience TSC framework supports the retail and service Industry businesses. The competency units have been designed for participants to develop skills, knowledge and attitudes to champion and role model the organisations service vision,mission and values required by persons working under deliver service to customers. This model gives the information needed to design the information for training & development plans for executive to demonstrate the organisation’s service vision, and recognize the role that one plays in contributing to the service vision
SERVICE PLANNING AND IMPLEMENTATION
INTRODUCTION
The overall course objective of this module is to prepare participants to recognise the role that one plays in the service value chain, by utilising organisational service operations resources and communicate effectively in the team, so as to escalate and follow up with action on the service performance issues that affect the organisation’s service standards for improvement a service excellence
RETAIL AND THE ECONOMY
INTRODUCTION
This programme is under the retail framework and is designed to develop skills and knowledge in working effectively in the retail environment. This course also aims to equip retail front line staff with the basic knowledge of the Singapore retail industry, individual roles and responsibilities in the retail sector and career progression in the retail industry.
COLOUR CONCEPT APPLICATION
INTRODUCTION
Apply Colour Theory is a programme under the retail framework designed to help learners apply the concept of colour theory. It is meant to help operational and all front line staff to advise customers on the colour matching of products.
PRODUCT DEMONSTRATION
INTRODUCTION
Perform Product Demonstration is a programme under the retail framework designed to help learners apply methods to present and demonstrate a product. It is meant to help operational and all front line staff to use appropriate verbal and non-verbal communications to perform a demonstration.
AFTER-SALES SERVICE
INTRODUCTION
Handle Retail After Sales Service is a programme under the retail framework designed to cover skills and knowledge required in a Retail setup and its sub-sectors. It is meant to help operational and all front line staff to establish customer service requirements, process customer’s requests and deliver outstanding customer service at all times.
This course aims to develop appropriate questioning techniques and active listening skills. Upon completion, participants will have the knowledge and skills to handle retail after sales service in the various sub-sectors. This module is essential to gear retailers especially with the introduction of the new Lemon Law.