This are customer service stories for week3 and week4.

Week 3
On wednesday, 8 July 2009, at about 530pm, 2 customers walked into our shop with one of them having the intention of purchasing a bag for her 12 years old son. During that time, the afternoon shift people, together with Stacie were in the shop and they were about to end their shift for the day. However in such situation, they decided to end only after serving the customer as they may get their last sales for the day. During the process when the customer were thinking of which bag to buy, one of my team mate walked up to serve them. She was asked to make a suggestion and recommend which one of the two bags she was holding will be of better choice. After some suggestions, the customer was happy about it and was about to make a purchase. She placed the bag on the counter but suddenly, her friend told her that it isnt suitable for her son. So in the end, it doesnt resulted in an event of a succesful sales. It was nearly 6pm by then.

Lesson we learnt:
Even when it was closing time, we should still provide the customer with the best we can be it whether the customer is a genuine buyer or not. At the end of the day, as long as the customer is satisfy with our service, they will come back to us one day. That is when we build a long term customer relationship.

Week 4
Last Week, there was a time when three customers came into our shop and two of them wanted to buy running shorts. They are very clear about what they want to buy, and they already chose their size, but they really want to try the running shorts. There is no fitting room in our shop, and at that time, my partner went to toilet so I was alone in the shop. The customers considered for about 5 minutes, I realized that their satisfaction level was going down.

Actually, two of them are my friends and I knew that they are TEP students from BSC. So I ask them to give me their admin card and then they can go to the toilet and try. When they came back, they were very happy with the running shorts and purchased them.

Lessons we learnt:
From this customer service experience, I have learnt that customer service can be flexible. There are always different options that we can choose based on different situations.

Solutions:
Another way that we can do is to assist customers to Giordano and borrow their fitting rooms and one of us will follow them.
Ms Chia (one of our MSC supervisors) suggested that we can let the customers to make payment first, and then they can go and try their cloth. If the size does not fit them, we can do exchange for the customers. This way is saver.

Thanks for reading!!! =)
Have a NICE DAYYY!!

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