FRONT-LINE ASSOCIATES
From Nightmare Customers to Dream Customers
3 Hours
|
Retail is a fun and enjoyable career, except for
some moments when dealing with customer problems
becomes a nightmare. This session equips
retail associates with skills necessary to deal
with challenges airport customers bring. It also
builds associate confidence in turning negative
situations into a selling opportunity. |
Understanding the Passenger Mindset
Dealing with Customer Concerns and Returns
Empathizing with Customers
Clarifying and Confirming Statements and Actions
Turning Concerns into Sales
Handling Abusive Situations
GROUP ACTIVITY: Nightmare Scenarios Game
UPON COMPLETION OF THIS SESSION, PARTICIPANTS
WILL HAVE THE ABILITY TO:
-
Effectively Address Customer
Concerns
-
Satisfy Customer Demands or
Complaints
-
Turning Negative Situations into
Positive Experiences
-
Better Understand Circumstances
that Contribute to Customer
Nightmares
|
Return to Airport
Retailing
