Customer Service Excellence: The GUIDE Way
This course is a follow-up to the in-store training you attended. It walks you through the GUIDE customer service process step by step, so you can revise it at your own pace and apply it on the store floor.
In our stores, staff are style consultants, not just salespeople. Each lesson covers one part of the customer’s journey, with real phrases you can use, dos and don’ts, and a short quiz to check your understanding. Complete the final assessment to earn your certificate.
What you will learn
- Explain the GUIDE process: Greet, Understand, Inspire, Demonstrate, Elevate
- Greet customers correctly and build rapport from the first seconds
- Ask the right open and closed questions to find the customer’s real need
- Turn product features into customer benefits using stories
- Handle customer objections with the CARE method
- Offer complete solutions through up-selling, cross-selling and add-ons
- Close the sale smoothly using the billing counter SOP
Who is this course for?
Store staff, cashiers and store managers who attended the in-store sales and customer service training.
Requirements
Attendance at the classroom training. No other prerequisites.
Module 1: Foundations of Great Service
Module 2: G – Greet with Grace
Module 3: U – Understand the Journey
Module 4: I – Inspire with Style
Module 5: D – Demonstrate Excellence
Module 6: E – Elevate the Experience
Course Instructor
