Customer Service Story

WEEK 7
Giordano-Jecinda
A group of visitors from china was attracted by the “buy 1 get 1 free” promotion for selected tops. We provided them the wrong information by telling them that the promotion included the jackets. When they were making the payment, we realised the jackets were not included in the promotion. It was actually in the “$10 at every 2nd piece” promotion. We explained to them and hoped to seek for their understanding. We were glad that they accepted our apologies and purchased the items. From this incident, we have learnt that we have to double confirm the items which are included in any promotion with the area manager so that we can provide the accurate information to the customers.

WEEK 6
Giordano – Stephanie
One of our frequent customer who is from BSC had visited our store on Tuesday 28 July. We notice that she always like to purchase our woman’s tops such as our tank top and polo shirt which is having promotions.
However, this time she approached us to ask whether we have light blue crewneck shirt. She said she had seen one in other outlet but wanted to buy in school as she can take it as her personal selling. Even though we do not have that colour in our outlet, we did not let her down. We try searching for outlets that have the items through Tiger web and call them to ask whether they can spare us one. After we confirm that we are able to get the item, we inform the customer that we had no idea when the item will arrive as it will depend on when the warehouse people visits us. We ask for her name and contact number and will inform her when the good has arrived.
The learning point from this is that we must take every initiative to give our customer the best service. We must be willing go through all the trouble to serve them even though they only want to purchase an item. To retain a customer is more difficult than to get new customer.

WEEK 5

WEEK 4
Giordano - Stephanie
A female staff enters our shop and we greeted her as what we always do. She seems to be in a rush so one of us tries to approach her to lend our assistance. She told us that she is looking for a top which is not too casual as she will be having a class meeting later on. Later she also tells us that she would like it not to be too short as that is the main reason for her patronage. As there is no other customer around, the three of us start to find some suitable clothing and try to have a mixture with jacket. We then let her choose the cloth that is of her preference. After trying it out, she seems to be satisfied so she decided to wear it straight. We remove the price tag for her and make a payment. She said that she is satisfied with our service and will visit again soon.

WEEK 3
Giordano – Haresh S/O Vengadasalam
On July 3th, 2009, we had visitors from china visiting the shopping arcade. There were 2 groups of visitor to our store. They came in and started asking about our attachment here. The two Chinese speaking staff was entertaining them and they even took pictures with us.
The tour guide said that they could not buy anything in our store as they had to go to other shops in the shopping arcade. However, they said they would come again later to buy things. The time was 5.00pm and we had to end our shift and do shift clear. I went to close the shutters, and went to do the shift clear. As I was about to do that, I saw the group of China visitors walking to our store. I opened the shutter and they came in. They were in the store about 30 minutes looking around and browsing.
They made a few purchases and left at about 6pm. The lesson learnt here was that, even though we were about to close the store, we went the extra mile and served the visitor with a smile and our full effort to make more sales.

WEEK 2
Giordano-Ficky
I greeted the customer and asked if I could help her. The customer replied angrily that she wanted to browse the merchandise. I gave her space to look around. I then informed her about the promotions for the ladies (Knitted wear at $19 each) that drew her interest. I served her patiently, helped her to get the items that she wanted and allowed her to try on the clothes. Eventually, she decided to get the item and picked up three Cheer You Up files (Altogether $3.00). After completing the payment, I thanked her and wish her a good day. She told me with a smile that she was very satisfied with my customer service.