Communication Skills in Retail & Service Settings

🎯 Learning Objectives:�

– Introduce active listening and positive language
– Demonstrate problem resolution techniques
– Apply professional speech and customer empathy

📝 Planned Activities:

– Live practice: Responding to customer complaints
– Group activity: Rewrite negative phrases
– Breakout: Skits based on real-life retail issues

📎 Required Materials:

– Customer complaint scenarios
– Communication dos and don’ts sheet
– Role-play checklist