7. Step of
customer
service
8
Say Thank you
Route to Cash point
Cross sell or Upsell (Help to enhance the ticket size)
Show the option ( Share the fabric knowledge and inspired from)
Know the occasion
Understand the need( Use open ended question)
Greet
Meet ( Don’t wait for customer comes to you go and
reached to customer)
9. Level of
customer
service
Good customer
service
• Having good knowledge of product , menu and
availability of products along with the good
understating of customer need.
Average
customer service
• Having knowledge of product , menu and
availability of products along with the basic
understating of customer need. Handling
customer transaction and customer just go with
flow
Poor customer
service
• having basic or poor knowledge of product ,
menu and availability of products along with the
basic understating of customer need. Not
adhering the basic Etiquette of customer service
10
10. Enhanced Brand image
Guest loyalty
Increase ABV
Increased Conversion
Enhance footfall
Increase Sale
Benefits of
Customer
Service
12. Benefits of
Customer
Service
13
• Increased sales – more likely to try out
other products/services too
• Customer loyalty –more likely to be a
source of repeat business and to
recommend the business to friends and
family
• Enhanced public image – helps build a
brand and provides protection if there is a
slip-up in customer service
• More effective workforce – satisfied
customers help create a positive working
environment
16. Excellent
service
Best in customer
service, Go extra
mile create
exceptional
customer service
Good
Guest
service
Good knowledge
of product,
menu, offers and
understanding of
guest need
Average
Guest
service
Knowledge of
product, menu,
offers and
understanding of
guest need but
partially
following
Poor
Guest
service
Basic or poor
knowledge of
product, menu,
offers and guest
service but Not
adhering the any
thing just doing
go with flow
Customer Experience
17. S W A G A T
“Welcome with
smile”. Always polite
while greeting and
welcoming.
Service Style
SMILE
WELCOME
Acknowledge
Guide
ADD on
THANKS
“Smile & Greet
customer”. Associate
see a customer, shall
smile & Greet
‘Namaste’ or in Local
language
“ASSIST”.
A-Ask
S-Seek
S-Show
I-Information
S-SEAL DEAL
T-Thank for Finalisation
“Guide”
For more option in colours
Fits
Fabric
F.A.B. of product
“Go-Extra
mile”.
Upselling
Cross-selling
Suggestive
selling
“Appreciate and thanks”
for choosing the
1indiafamilymart/Product
18. STAY CALM &
PROFESSIONAL
SPEAK
COURTEOUSLY
SAY SORRY
RESOLVE
QUICKLY
Create professional relationship
Provide great service
Make it personal
Stay in touch
Go extra-mile
Offer rewards/Offers
During the customer service
19. Enhanced Brand image
Guest loyalty
Increase ABV
Increased Conversion
Enhance footfall
Increase Sale
WIIFM- Earn incentive, Become in lamplight, Career growth
Benefits of Excellent Customer service
20. Our role
How ?
Our Gold – 2,50,000 Per M/PP
Total working day – 25 Days
Example – 2,50,000/25=10,000
Day working hours Avg 9hr
10,000/9=1200rs/hrIncrease Sale
21. Thing to do achieve 2.5L
Personal
Effectiveness
Product
knowledge
Customer
Service
Ability
31. STORY OF KANTA
Kanta – A middle aged woman used to buy groceries from shop called
“Corner Store” - every month. She would give the shopkeeper the
items list, he would give her the ration and she would go home. The
shopkeeper was so involved with his work that he didn’t even talk to
Kanta when she visited his shop. She has been buying from his store
for the last 23 years!
However, one day the shop was not open and hence she decided to
buy ration from another shop – “Welcome Stores”. When she entered
the shop, the shopkeeper greeted her with a smile, and she handed
over the list to him.
32. STORY OF KANTA The shopkeeper gave her the groceries and told her
that he did not have the dal that she had
mentioned in the list. Kanta told him that it wasn’t a
problem, and she will collect the same tomorrow
and decided to leave, however the shopkeeper told
her that the dal would be available by evening and
once he closes the shop, he shall deliver the dal to
her house. She doesn’t have to come again
tomorrow. The woman was very happy with the
gesture and thanked the man. She also starting
buying groceries from the “Welcome Stores”
instead of the “Corner Store” .
33. Who is the customer in
the story?
Who is the service
provider ?
What is the difference in
approach of the “Corner
Store” shopkeeper and
the “Welcome Stores”
shopkeeper
Although Kanta was
buying ration from the
same shop for 23 years
what made her buy
groceries from the new
What did you learn from
this story?
34. 70%
13%
14%
3%
Reasons why customers stop visiting a particular store
Attitude of the employees Competition Product Dissatisfaction No Reason
NEILSON MARKETING
35. Who is a customer?
Difference between a customer and a consumer
What is customer service
Why is customer service important
Difference between good and bad customer service
How to deliver good customer service
Types of customers
37. • “A customer is the most
important visitor on our
premises. He is not dependent
on us. We are dependent on him.
He is not an interruption in our
work. He is the purpose of it.”
•Mahatma Gandhi
38. Difference between a customer and a consumer
Customer
•One who buys the product is a
customer
•A customer can also be a
consumer
•A mother buys Dresses for the entire
family hence she is the customer.
CONSUMER
• One who finally uses the
product is a consumer
• A consumer might not
necessarily be a customer
• The entire family Usage the
Dresses hence they are
consumers. The mother is also
the consumer.
39. What is Customer Service
SERVICE TO THE CUSTOMER
BEFORE , DURING AND AFTER
BUYING A PRODUCT OR SERVICES.
of service to customers before, during and after buying a
product or service.
SEER
40. Basic needs of a customer
To get his/her
concerns
addressed
To be understood
correctly
To be remembered To be respected
To feel valued
41. What is Good
Customer
Service ?
Good Customer service is:
When a customer is satisfied with the
services
When the customer is treated well
When his/her complaints are addressed
42. Rules Of Good Customer Service
• Smile and Greet
• Active Listening
• Positive Attitude
• Apologize when necessary
43. Rules Of Good Customer Service
• Clear Communication
• Patience
• Honesty
• Make the customer feel
important
44. Bad Customer service is:
When a customer is NOT satisfied
with the services.
When the customer is NOT treated
well
When his/her complaints are NOT
addressed
45. What results in Bad Customer Service?
• Saying No
• Saying I will try
• Saying I don’t know
• Saying That’s not my job
• Saying That’s not my department
46. What results in Bad Customer Service
• Saying You’re right – that’s bad
• Saying I am busy
• Saying Call me back
• Saying That’s not my fault
• Saying You can talk to my supervisor
47. Why is good customer service important
• It is because it gets the business, necessary to
keep the company running.
• It is because it helps the company to do well
and the employees to get their salaries.
• It is because it helps winning the trust of a
new customer while retaining the trust of the
existing customer.
If we don't take care of our customers someone else will......
50. Did you know?
For every customer who complains there are 26 other
unhappy customers who have remained silent
however will never come back
The cost is more to get a new customer is 4 times
more than to retain an existing one
51. Did You Know? •According to a survey customers
said that 50% of customer
service associates did not help
them or did not have answer to
their questions
52. How to deliver good customer service?
• Listen well to the customer
• Listen to the customer carefully and understand his
problem before providing a solution
• Empathize
• Empathy means to build a rapport with the
customer so that the customer gets comfortable
with you
53. How to deliver good customer service?
• Always Smile
• A smile can be heard on the other side of the phone as
well so keep a smiling face when greeting and helping the
customer.
• Gather maximum information
• Gather maximum amount of information the first time
itself so that you can resolve the problem in a better
manner
54. welcome
• WELCOME THE CUSTOMER
BY GOOD MORNING, GOOD
AFTERNOON, GOOD
EVENING OR SIMPLY
NAMASKAR OR NAMASTE
IMPORTANT PHRASES TO REMEMBER
55. INQUIRY
• After welcoming the customer, please ask the
customer that in which category he/she wants
to make purchase.
• Then guide the customer to concern category.
56. Need Assessment
• Once customer reaches the concern
section, TM after greeting the
customer, start asking is their any
specific requirement, to understand
customer requirement Listen
carefully.
• After clarity show relevant products
to the customer
57. Selling
• Start showing the desired products
in various color and design available
with us in that price range.
• Give USP of the product while show
casing.
• Try for upselling by showing some
higher range product with their USP
which scores over current price
range.
• Please explain all promotions and
discount running at store.
58. Expansion or Cross selling
• Once his/her buying completed,
go for cross selling
• Cross selling can be in same
subcategory, category or with
another category or subcategory.
• Cross selling can be for same
consumer or for family members.
• Please explain all discount and
promotion running at store to
each customer.
59. Loyalty
• After a customer complete
his/her buying from store, please
guide him/her to cash counter.
• At cash counter cashier will add
at least one impulse item
• Cashier will inform about the
Loyalty program to the customer.
60. Keep
• After billing thanks
customer for buying at
1Indiafamilymart.
• Ask customer to visit
again.
61. Customer Service is applicable everywhere
• Customer service is an important part of our daily
life.
• It is needed on the telephone
• It is needed when we reply to emails
• It is needed the most in our face-to-face interactions
with customers
• It is needed when we talk to our colleagues
62. Different Approach Towards
Different Customers
Customers who
talk less
Customers who
talk more
Customers who
are in a hurry
for resolution
Customers who
are angry
63. How to deal with customers who talk less
• Ask open ended questions
• Make the customer talk more so that you can
gather maximum information
• Make the customer comfortable so that he
talks more
64. How to deal with customers who talk more
• Ask close ended questions
• Make the customer talk less and hence gather
maximum information in the first go
• Be assertive with the customer
65. How to deal with customers who are in a hurry
• Ask close ended questions
• Gather all the information in the first instance
• Offer the customer to come at a different time
when you have fixed the issue or offer a callback at
a time suitable to him (if it can be resolved over
the phone
67. Steps to handle an angry customer:
• Stay calm
• Do not take things personally
• He/she is upset with the product/service and NOT YOU
• Apologize more often
• Listen very carefully
• Do not make the customer repeat
68. Steps to handle an angry customer:
• Take handy notes
• Stay committed and focused on the customer
• Be genuine
• Give suggestions to solve the problem
• End on a positive note
69. Do's & Don'ts Of Customer Service
DO’S DON’TS
Smile Always Behave in an
unprofessional manner
Meet and greet the
customer
Use negative
statements
Always dress properly Wear improper clothes
to work
70. Do's & Don'ts
Of Customer
Service
DO’S DON’TS
Listen actively Keep the customer
waiting
Gather maximum
information to help the
customer
Gather incomplete
information from the
customer
Always offer solutions Blame someone else
for the problem
71. • “A customer is the most
important visitor on our
premises. He is not
dependent on us. We are
dependent on him. He is not
an interruption in our work.
He is the purpose of it.”
•Mahatma Gandhi
REMEMBER
72. Thank You
• I am sure this will help you to do better
• For any doubt and clarification write to
training@1indiafamilymart.com or call me at 7764098996.
73. Role and Responsibility :Team member
• Greet with smile and direct customers towards required
category
• Provide accurate information about product features, pricing
and after sale service.
• Answer customer questions about specific product and
services
• Conduct price and feature comparison to facilitate
purchasing.
• Up selling and cross selling of products
74. Role and Responsibility Continued:
• Ensure racks are fully stocked.
• Coordinate with other team members to provide excellent
customer service (especially during peak business hour.
• Inform customer about discount and special offers.
• Manage merchandise returns.
• Stay up-to-date with new product , services and promotion
running on store.
• Provide customer feed back to Store manager
• Implementation of Store SOP.
77. let's see, what all
activity you need
to perform first
after entering to
the store....
78. Start of the day practices (ADDUB):
Just Remember these 5 words-
• A- Attendance
• D- Declare cash
• D- Deposit Phone
• U- Uniform
• B- Briefing
79. Points to remember:
Attendance:
Punch in Savior Machine.
Entry in Attendance register.
Declare Cash:
Declare cash to security guard.
Enter the detail of declaration in cash declaration register.
Submit your phone:
Submit you mobile phone to MOD (Manager on duty)
Fill all relevant detail in deposit register.
Wear 1-India family mart uniform only.
Staff briefing:
Carry your pen and diary.
Yesterday tgt. Vs Ach.
Today's Promotions and Tgt.
80. “EVERYTHING STARTS WITH THE CUSTOMER.”
After the completion of store opening activities,
you need to ready your store for the customers.
82. Store Readiness for business (CLEARR RATS):
Just remember this word CLEARR RATS.
• C - Cleaning & Hygiene
• R – Reorganized
• R – Replenishment
• R – Re-Tagging
• R- Replacement
• S – Signages
83. Points to remember:
Cleaning & hygiene
Ensure no dust on merchandise or on fixtures
Hanger should be neat and clean.
Reorganize
Merchandise displayed as per the SDP.
Section should be in right shape.
Replenishment
Fill vacant fixture (Gondola, 4-Arm, waterfall, pin rod and U-band).
Refill stock
Re-Tagging
Merchandise should be 100% tagged
Price Tag
Security Tag
Signage
All fixture should be having right price point signages.
95. Assist
A - Ask customer if they need help,
• “Sir, Madam, May I help you”
S - Seek what are they looking for
• Probing / understand need
S - Show the suitable merchandise
I – If customer want to try it, help
• Open the buttons
• Unzip
• Unfold if sleeves are folded
S - Suggestion/ Seal the deal
101. UP – SELLING
To sell or help customer to select higher
price product
E.g. If customer is looking of a Single Glass of Rs100/-,
keeping the customer’s need in mind, selling a set of 3
Glasses of Rs150/-, by suggesting/ highlighting the ‘Feature/
benefit’ .
For instance, Saving is the benefit in this case
E.g. 2, If customer is looking for a T-Shirt of Rs100/-, We can
recommend a T-shirt of Rs150/-, highlighting the ‘Feature &
Benefits’
For instance, in above case, the saving is an advantage to
the customer
103. Cross Selling
Once the merchandise is selected by
customer, look for opportunity to sell
more
One shall pitch in for another relevant
product
E.g., if a customer has selected a trouser/ jeans, one
shall pitch in for shirt/ T-Shirt or vice a versa
E.g. 2, if customer has selected a pair of shoe, CSA shall
pitch in for socks
104.
105. S – Smile
W – Welcome
A – Assist
G – Guide
Guide to trail room/ counter
Give Demo
A - Add on Sale
Up Selling
Cross Selling
T – Thank you
SWAGAT
112. Keep Trial room Locked
Ensure the Door Bell is working
Label – ”Please Press the Bell for Help”
Lock
113. S – Shining Mirror
H – Hooks, Knobs
E – Extra / left over
L – Light
L – Lock & Label
114. 4 steps for Improving customer
service
H.E.A.T
“If you don’t listen to your customers,
someone else will.”
115. Steps to Improve customer Service: H.E.A.T.
H – Hear them out-
• Listen to what he has to say.
• Don’t interrupt him.
116. E – Empathize-
– Let him know you understand
and him and want to help him.
– Tell him that if you were in his
place, you would also feel the
same way.
117. A: Apologize-
– Offer an apology even if problem is
not your fault.
– Taking the high road and
apologizing, even when you didn’t
do it, can calm the most irate
customer.
118. T: Take Action-
– Make sure you have an action plan
ready to follow your apology.
– How are you going to fix
the problem?
– What can the customer expect
next?
119. Let’s discuss situations:
Situation 1: A customer selected a shirt of size M but after trial he realize his size is L and
he came back in the shirt section and searching for the same style L size shirt but unable
to find his size in same style, how will you react with customer in this situation.
Situation 2: Customer is asking for a product which is not available in your store.
Situation 3: customer bought a red color T-shirt from your store and after 3 days he came
back with product without price tag and original bill at CSD counter he was claiming for
exchange against that T-shirt after checking the condition of that t-shirt CSD team
member ask invoice of that t-shirt but customer failed to provide the invoice. how you
respond in this situation.
120. Situation 4: If a customer is not well and by mistake he/she vomits on floor, what will
you do to make things in a right manner?
Situation 5: If you are arranging your fixtures and a customer ask for help while
shopping, what we will do?
Situation 6: If a customer took 2 garments while using trial room and came out with one
only, what will be you doing at this situation?
Situation 7: In summers if AC is not working and customer is shouting about
temperature in store, what will you do?
Situation 8: If a family visits to the store and they have 2 kids with them. After entering
into Kids section by mistake some toys got fallen on floor by kids, what will you do?
Situation 9: If a customer is looking for a product which is getting announced in Radio
playing in store but it is not available physically in our store. What will you do in this
situation?
121. Situation 10: If a customer took a merchandise with promotion and when he visits the
cash counter he comes to know that promotions is expired and is not available on the
product he selected. He asked the cashier to visit the fixture from where he got to
know about promotion on that product. When you visited the area you came to know
that the promotions are not removed from sections. What will you do to make
customer satisfied on this situation?
Situation 11: If a customer got injured while shopping or while using trial room, what
we will do?
Situation 12: A customer enters in store and while entering you noticed that the
customer has consumed Alcohol, what will you do?
Situation 13: A lady customer is looking for help in ladies section and your female team
is on lunch at that time, what will you do?
Situation 14: guard is checking shopping bag , but customer is in hurry and he got
bothered due to time taken by guard .
how situation can be handled ?
122. Situation 15: customer is demanding for a cart , and it is weekend , a
tremendous footfall day . no cart is leftover there at store .
how would staff react at such situation ?
Situation 16:customer starts yelling at billing associate as he has only 1
merchandise for billing . along with that , other customer are waiting for their
turn in queue and the customer who is yelling is last one in queue.
in such situation, How one should make things under control being manager
/being member of store ?
Situation 17 : customer demands for a merchandise which he saw last day ,
next day he comes and found that merchandise is not available and he need
that merchandise on urgent basis .( it could be gift for his son /family member)
How would a team member need to react , to handle such situation and to
give customer a satisfactory shopping experience ?
123. Situation 18 : customer comes for merchandise exchange ,he ask guard whether it
will be exchanged or not ,guard says it will get exchanged .
as customer goes at C.S.D for exchange claim , team member their denies for
exchange . now there starts contradiction between customer and C.S.D associate .
at such situation , being manager how one should react and make customer feel
satisfactory ?
Situation 19 :customer asks to know about feature of product from C.D.I.T division .
but team member in section is newly hired and don't have knowledge about that
product .how such situation needed to be handle by team member / manager
Situation 20 :customer buy a merchandise which has a free gift item , but after
billing when he went to C.S.D he found that free item stock is over . how that
situation needed to be handle
124. Situation 21 :customer comes from a state where Hindi /English is not their native
languages as well not understandable and team member present in division
knows only HINDI/ENGLISH . In such situation being manager , how one should
work smartly to make the customer shopping done ?
Situation 22: customer visit store for the first time ,he/she doesn’t know where
the different division located . what are the things staff need to do for making his
first experience mesmerizing so that he visit same store over and over
Situation 23: customer bought a melamine dinner set , and by mistake it falls on
floor and get damaged . in this situation , how a team member/manager should
react ?
