Storybook

Customer Service Stories

1)
Giordano provides a service that allows customers to reserve the clothes they wish to purchase. On the fifth week, a female customer visited our store. After browsing through the store, she spotted 2 purple V Lycra t-shirts.
We shared with her the current promotion that we having now. After much consideration, she said she wish to get another one shirt for the promotion, three for $29. We agreed and kept the two t-shirts for her. Furthermore, we asked her what other colour she likes for the third shirt.
She asked if we had blue colour t-shirt. After checking for her, we do not have the colour within the store. However, we take the extra mile to search through our POS system and found out another Giordano outlet has the stock with them.
Therefore, we suggested to stock in the blue one for her. When the shirt arrived, she mentioned that she did not like it because the blue was not dark but light blue.
We checked for her again, if other Giordano outlets had a dark blue t-shirt. However, it was of a different design. Fortunately she is able to understand and agree to get that t-shirt. Finally, we stocked in the t-shirt and gave her the goods. She apologised for the inconvenience caused and greatly appreciated us for our efforts.

Learning point:
-When helping out a customer, we should help the customer all the way, rather than giving excuses. For E.g. "Sorry, we do not have that colour in our store"
-Give customer the extra service. In turn, we received their loyalty towards the store.



2)

Recently, a huge group of China customer came to NYP Giordano. My team mate noticed a group of customers comparing the 3 types of jackets we have and thus she went over to assist them.After a period of time, she found out that the customers are intending to buy the jackets as gifts for their friends and relatives. The customers also explained that the weather back home might turned chilly from time to time thus they are looking for a suitable jacket that is able to keep them warm. It will come in handy when the weather turn cold.My team mate then proceed to find out the age group the customers are buying the jackets for and also explained why the jackets will be able to keep them warm. In NYP Giordano, we sell a total of 3 different design of jackets, all made of cotton though. Being less fluent in Mandarin, she tried her best to explain the benefits of cotton like cotton products are easy to wash and hassle free from ironing. In addition, cotton is a good insulator of cold. After that, she proceed to tell them about the on going promotions in NYP Giordano hoping they will also be interested in other products we have in the store. She also made recommendations like which jackets they should purchase and which jackets is more suitable for certain age group. Althought the China customers are pleased with the explaination they received from her, but they did not purchase the product after much discussion.



Learning Point:

Throught this incident, we all learnt that all salesperson should have good communcation skills so as to cater to all nationality. Communication is very important in the line of sales as having good communication skills will definitely push up sales volume. In addition, having good product knowledge is important as well. Product knowledge like what material is used in the production of our products, where is our product made in, fabric knowledge and also wash and care. We made it a point to inform customer on how to take good care of their clothes as different materials requires different care.



Basically, from experiencing all these encounters, our Giordano team still think that we can improve further on our customer service. Giving customer more than what we can offer. In addition, we improve our general knowledge on clothes, which will also enhance our personal shopping experience. For now, the Giordano team will continue to keep up our team spirit as we face challenges in the Giordano store and learn from the mistakes we make as a team.



Xoxo,

G-Force