1. WorldHost™ is a trademark of Province of British Columbia, Canada. This programme is delivered under licence from People 1st, the sector skills council for hospitality, leisure, travel and tourism, is the authorised licensee of the trademark and WorldHost™ training programmes in the United Kingdom. Creating Service Excellence in Retail

2. Background Customer Service appears in National Skills Academy for Retail research as one of the areas that consistently needs improving. Customer Service training in the UK is disparate and inconsistent. There is no clear national standard for the retail sector. Skills gaps identified by employers include customer handling skills and the ability to understand and respond to customer needs.

3. What retailers tell us 2/3 believe that good customer service is the biggest factor in helping retain customers and ensure customer loyalty 75% identify poor service as the biggest cause for customers to walk away before making a purchase 50% thought having polite and helpful staff was the most important factor in turning a negative customer experience into a positive one. The Emperor’s New Customers report commissioned by Service Management Group and conducted by Retail Week

4. Skills that need improving amongst current staff

5. Why WorldHost? The National Skills Academy for Retail, in partnership with People 1 st, have acquired the exclusive rights in the UK to deliver three retail specific WorldHost programmes: –The Principles of Customer Service – Retail –Sales Powered By Service – Retail –Frontline Management Solutions - Retail

6. Why WorldHost? Developed by the Province of British Columbia and to-date, nearly one million people have been trained using WorldHost in over 20 countries. Canada used the programme for the 2010 Winter Olympic Games and is now ranked consistently among the top countries in the world for the strength of its visitor “welcome”.

7. Creating world class customer service excellence in retail WorldHost TM Retail is the solution to raise the standard of retail customer service in the UK The WorldHost TM brand will become a visible mark of quality for world class customer service delivery across all nations

8. A recognised standard for the retail industry WorldHost TM Retail programmes are: Internationally proven Individually assessed A visible mark of quality - WorldHost TM pin badge Endorsed by ATCM Delivered across the UK exclusively through the National Skills Academy for Retail

9. Course objectives To provide an understanding of the importance of excellent customer service To assist delegates to communicate more effectively and efficiently with customers To assist delegates to demonstrate their attentiveness to customer needs The Principles of Customer Service

10. Who should attend? Individuals currently in a customer facing role who would benefit from formal training Excellent refresher training course for staff of all levels who aim to offer better customer service.

11. Sales Powered by Service Course objectives To understand the benefits of selling beyond the basics To discuss the value of knowing your products and services and identifying customers’ needs To learn how to up-sell, cross-sell & link-sell

12. Sales Powered by Service Who should attend? Anyone involved in selling products or services Ideal for new staff who need to understand how to maximise sales for the business Excellent refresher for experienced staff

13. Frontline Management Solutions Course objectives To equip managers with the skills necessary for them to adapt to changing demands and consistently meet the needs of their customers To help participants make the transition from team member to an efficient and respected supervisor or manager

14. Frontline Management Solutions Who should attend? First line managers, supervisors or team leaders new to the role Anyone who is considering taking on or applying for a new position that requires supervision of others.

15. Benefits of good customer service Encourages customer loyalty – happy customers become repeat customers Reduces costs to attract new customers Helps businesses gain competitive edge – to be recognised as a business who puts the customer first

16. Target audience Small independent retailers Medium sized retailers Large / national retailers Trade associations members Shopping centre tenants

17. Prices Principles of Customer Service – Retail Delegate cost Option 1 – open programme£85.00 + VAT Option 2 – Bespoke programme (15 delegates)£895.00 + VAT Sales Powered by Service – Retail Option 1 – open programme£65.00 + VAT Option 2 – Bespoke programme (15 delegates)£695.00 + VAT Frontline Management Solutions Option 1 – open programme£120.00 + VAT Option 2 – Bespoke programme (15 delegates)£1200.00 + VAT

18. WorldHost™ is a trademark of Province of British Columbia, Canada. This programme is delivered under licence from People 1st, the sector skills council for hospitality, leisure, travel and tourism, is the authorised licensee of the trademark and WorldHost™ training programmes in the United Kingdom. Creating Service Excellence in Retail