Details
This one day self-contained course will take the delegate through practical exercises learning how to deal with orders and customer queries using Magento.
The primary aim of the course is to give the delegate knowledge on the correct way to use the system that can often be seen as complex if you are not sure of what you are doing. We will break down these barriers to show our delegates the correct way to process orders, place orders that come via the phone as well as using the inbuilt CRM system to keep track of customers and contacts. Delegates will also be shown time saving methods that could improve efficiency and also empower our delegates to find new and interesting ways to use Magento for the benefit of your online store.
Our delegates come away with confidence in their ability to deal with the whole ordering process that is essential for the successful running of a Magento store.
Courses are a mixture of workshops and practical exercises to ensure the delegates get maximum exposure of the Magento system during our time together. By doing this they will get to know the system really well, safe in the knowledge that they are practicing on a dummy store.
This course is perfect for those who are new to or unfamiliar with Magento and those who are unsure how to process and take orders. This is ideal if you have to get your staff up to speed on a new Magento store or if they have just joined the company and need training before being set free on the live store
At a Glance
| Course Duration | 1 Day |
|---|---|
| Start Time | 9.30am |
| End Time | 5.00pm (approx) |
| Who Should Attend | Customer Service and sales staff who are responsible for managing the orders and customer experience on the online store. This course is ideal for those new to Magento and staff who need familiarisation with the Magento order management prior to being let them loose on a Magento ecommerce store. |
| Maximum number of Delegates | 12 |
| Takeaway Material | You will be provided with course material that compliments the course and will also serve as a reference after you have completed the training. Comprehensive step by step course material also covers all of the exercises that you participate in. |
| Lunch and Refreshements Provided | Yes |
| Which Edition(s) of Magento Will be Used? | Magento Community Edition (CE) |
Full Breakdown of What is Covered in the Training - Magento End User Training - Customer and Order Management
Overview of the Customer Service Aspects
- What are the areas of the systems that Sales and Customer Services should be focused on?
- Understanding the order process and each of the steps
- How the different ways to pay could affect an order
- The importance of good record keeping to solve future problems and queries
- How to quickly find orders or customers
Processing Online Orders
- The step by step guide to ordering
- How to process a paid order
- Shipping orders and tracking codes
- Issuing credit notes for part or all of an order
- Making adjustments to orders
Using Magento to Deal with Telephone/Offline orders
- Setting up a customer account
- Placing an order on an account
- Taking payments over the phone
- How to keep good notes on the order process
- Discounting orders on the fly
Customer Information
- Using customer accounts to help generate up sell opportunities
- Updating customer records
- Creating and amending address details (including multiple addresses)
- Reordering based on previous orders
The Inbuilt Customer Relationship Management (CRM) System
- Keeping notes on each part of an order for future reference and problem solving
- How to keep your customers informed at any/all stages of the ordering process
- Using the CRM to keep your records in check
Customising System Generated Emails
- Using the system generated emails to send out the right message
- Opportunities to send out order sensitive promotions
Deryck Harlick will be your trainer for Magento End User Training - Customer and Order Management
Deryck has over 20 years experience in IT and the internet. During this time he has worked with Nestle, BT, Virgin, P&O Princess Cruises, Eaga, The Arts Council, Master Foods, Cadbury as well as many smaller independent online retailers.
Over the last three years Deryck has developed many courses and seminars to help businesses of all sizes get the most from the tools that they have available to them.
His training sessions are typically interactive with engaging exercises for delegates to participate in - after all you learn through practice and not by looking at a PowerPoint presentation.
What our past delegates have said :
|
"Exceeded expectations Chris Gregg |
"Really good course. Well led, good ethicTrade Ltd |
"Very friendly, appoachable trainers who went out of their way to help with issues on topics that were not necessarily within the remit of the course" David Pritchett |
"Another really useful and Lynne Morgan |
