MINISO - Customer Service training

Delivering joyful, efficient service – every customer, every time.

Overview Basic Service Advanced Service Manager Specials Assessment

Overview

This course builds core and advanced customer service skills tailored for Miniso UK. Use for onboarding and refresher training.

Service Flow
Greet → Discover → Recommend → Confirm → Close → Farewell
Store KPIs
Conversion, ATV (Average Transaction Value), ATU (Average Transaction Units)
Tone of Voice
Friendly, concise, upbeat – never pushy.

Basic Customer Service

Learning Outcomes

  • Confident greeting within 5 seconds of entry.
  • Use open questions to discover needs.
  • Recommend a product and one add-on.
  • Close and thank the customer warmly.

Advanced Customer Service

Advanced Skills

  • L.A.S.T. – Listen, Acknowledge, Solve, Thank.
  • De-escalation: calm tone, give options.
  • Product expertise: Features → Benefits → Experience.
  • Cross-sell ethically: one relevant add-on.

Manager’s Specials & Add-Ons

Manager’s Specials (£5) are key drivers of sales. Every conversation should include them naturally:

  • “Have you seen today’s Special? Only £5 – really popular.”
  • Show value and urgency – limited stock feel.

Reusable Bags support sustainability and add ATU:

  • Always offer at checkout: “Would you like one of our reusable bags we have Hello Kitty, Cinnamoroll and Spy Family to choose from?”
  • Highlight durability and Miniso branding.

Course Assessment

Complete the assessment via the Google Form below: