Case study.pptx
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This document describes 23 customer service situations and asks how they should be handled: 1. A customer wants to exchange a shirt in a different size but the size is not available. 2. A customer asks for a product not carried in the store. 3. A customer returns a shirt without a receipt wanting an exchange but cannot provide the receipt. The document then lists various other common customer service situations and asks how they should be addressed, such as a customer needing help, a product being out of stock, a customer complaint about temperature, and others issues that may arise in a retail environment.
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- It provides steps for processing refunds and exchanges, including issuing a return merchandise authorization (RMA), checking inventory for exchanges, and noting returns and refunds on orders.
- It addresses various scenarios like an item returned years later, returning an item not purchased from Backcountry, and rules for seasonal item exchanges. It notes returns will be processed within 5-7 days of receipt and customers pay for return shipping.
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The consumer bought an iPhone that stopped working within two weeks. When they brought it back to the shop, the shop claimed it must have been dropped or sat on, but the consumer insists this did not happen. The document advises the consumer that under Irish law, goods must be of merchantable quality and fit for purpose, so the consumer is entitled to a refund, replacement, or repair. It recommends bringing the iPhone back to the manager and insisting on a refund or replacement, and pursuing further action like making a small claims case if needed.
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Find out how to establish yourself as an authority in your niche, so you become the go-to person as you watch your client list and your sales increase exponentially.
Discover the No. 1 mistake made by 99% of all e-mail marketers online and how you can grow your business for the long term doing it the right way.
Begin to use relationship selling to market big-ticket items online, so you can sell higher-priced products to customers over a lifetime.
Grow your business, retain customers, get free referrals, and see your reputation solidly established online so the money keeps rolling in no matter what you do.
Stop wasting your time on pie-in-the-sky, hard-to-believe claims about easy money with no effort. Learn to build your business the right way so you can get the results you're looking for and keep customers coming back for more. Get started on the right road to long-term profits online when you get a copy of "The Art Of Selling Online" today!
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The document provides guidance on handling customer complaints. It discusses identifying complaints as gifts that can help improve service. It recommends listening to customers, apologizing, acknowledging the problem, explaining actions to resolve it, and following up. The document also outlines steps for handling complaints such as recording details, attaching timeframes, and informing customers of delays or procedures. It stresses remaining calm and focusing on solutions rather than blame to turn unhappy customers into advocates.
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The document provides guidance on handling customer complaints effectively. It begins by outlining the objectives and content covered. It then discusses that complaints should be viewed as "gifts" that provide opportunities to improve customer satisfaction. It recommends listening actively to complaints, apologizing, acknowledging responsibility, and explaining how issues will be addressed. The document also outlines steps for handling complaints, such as recording details, providing timeframes for resolution, and informing customers of any delays. Finally, it discusses the importance of service recovery and providing compensation to turn unhappy customers into advocates.
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The document provides guidance on handling customer complaints. It discusses identifying complaints as gifts that can improve customer satisfaction if addressed properly. It recommends listening to customers, apologizing, acknowledging the problem, explaining actions to resolve it, thanking the customer, and following up. The document also discusses service recovery strategies like replacing products or providing goodwill gifts to turn unhappy customers into advocates. It notes that difficult customers may be expressing underlying needs and recommends maintaining a positive professional attitude to address complaints constructively.
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Business Etiquette Slides.ppt
The document provides guidance on business etiquette and proper conduct in professional settings, covering topics such as introductions and greetings, handshake etiquette, business card etiquette, hygiene and grooming, email and telephone etiquette, and table manners. It emphasizes the importance of making a good first impression and presenting a polished image through adhering to conventional rules of polite behavior and demonstrating courtesy, confidence, and professionalism in social interactions and communication. The document stresses treating others with respect according to etiquette principles like considering how others would like to be treated.
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This document outlines the career path at Nysaa Retail Private Limited. It details the typical time periods and requirements to progress from a Team Member to an Area Manager.
The path involves first becoming a Team Member, then progressing to Team Leader within 12 months by acquiring knowledge of standard operating procedures and demonstrating good customer service and behavior. Further promotions to Floor Manager, Assistant Store Manager, and Store Manager each require 6-12 months of additional training, experience, and assessments. Regular assessments are conducted by more senior managers.
The goal of the training and assessment process is to improve onboarding, business results, employee retention, and customer satisfaction through developing employee skills, knowledge, and performance at each level.
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- Overall sales and footfalls were below target for the area. An action plan is outlined to focus on top merchandise categories, add-on sales, marketing activities, and addressing infrastructure issues in certain stores. Additional stock and store renovations are requested.
- A P&L snapshot compares the 2022-23 financial year to date, average for the past year, and projections for April 2023 and May 2024. Most stores saw lower earnings before interest and taxes compared to targets.
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Creating SMART goals involves setting goals that are specific, measurable, attainable, relevant, and time-bound. Specific goals clearly define what needs to be accomplished, like implementing a 120% sales target in the second quarter. Measurable goals allow progress to be tracked concretely toward completion. Attainable goals can be achieved through developing necessary skills within a realistic time frame. Relevant goals represent objectives someone is willing and able to work towards. Time-bound goals provide urgency by anchoring the goal within a specific timeframe, like completing a goal by June 1st.
Fish.ppt
The document outlines the ground rules and objectives of a training on the FISH! philosophy. It then tells a story about how a dreary office in Gurgaon was transformed by adopting the FISH! principles of bringing one's whole self to work each day and creating an environment focused on serving customers and each other. This was inspired by a trainer who witnessed the positive environment and customer service at a local fish market in Gurgaon.
Grooming_Standards.pptx
This document outlines grooming standards and personal hygiene guidelines for employees of 1st India Family Mart. It emphasizes the importance of maintaining a well-groomed appearance and hygienic practices as the customer's impression of the organization is based on their interactions with employees. Specific guidelines are provided for hair, facial hair, clothing, jewelry, shoes, hands, dental hygiene and uniform for both male and female employees. The importance of appearing clean, well-groomed and hygienic when interacting with customers is stressed.
Work place etiquette.pptx
Proper workplace etiquette is important for interacting respectfully with coworkers, partners, and customers. It involves being aware of others, treating people respectfully, and maintaining polite behavior. Workplace etiquette guidelines cover introductions, passing others, meetings, communication styles, office behavior, and resource usage.
Training Plan.pptx
This document outlines the training program for a store distribution centre. It includes modules on induction to familiarize employees with company policies and processes. Other modules focus on self-grooming, selling success, and customer service to improve employees' personal effectiveness and service abilities. Safety training is also included to ensure occupational health and safety compliance. The training aims to educate over 100 participants across various sessions on key topics to prepare them for their roles.
LMS Training Topics.pptx
This training document covers topics to prepare new employees for success including an overview of the company and industry, communication skills, soft skills, proper grooming, excellent customer service, and standard operating procedures.
FNFP_Final_PPT.ppt
This document provides an introduction and overview of finance concepts for non-finance managers. It includes sections on understanding financial statements, revenue and expenses, income statements, cash flows, financial ratios, break-even analysis, and time value of money. Examples are provided to illustrate key points such as calculating profit, the difference between revenue and capital expenditures, and preparing an income statement. The goal is to help non-finance readers develop a basic understanding of important financial concepts.
S1 Time Management PPT.pdf
The document discusses time management and how people often feel like they do not have enough time in the day to complete all their tasks and responsibilities. It defines time management as effectively using one's time to make the most of it. It encourages the reader to identify no more than four main roles they have, as well as their professional and personal goals, to help better manage their time.
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good presentation and very useful for the audience. EI Presentation Final.pptx
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- 2. 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.
- 3. 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?
- 4. 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 ?
- 5. 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 ?
- 6. 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
- 7. 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 ?