Welcome to Customer Service

Welcome to Customer ServiceExceeding Customer Service each and every time they shop with us.

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Great Customer Service is all aboutExceeding customer expectations each and ever time they come into the shop Sending customers away happy and satisfy so they return and become repeat customers

All Staff play a pivotal role in creating an enjoyable high energy environment for customers visiting our stores.

Things the CSR can do to provide great customer service at all times are:

Neat and professional appearance

Maintain eye contact

Maintain positive energy

Active Listening.

Give more than expected

Watch Video of 1 caf and 1 c-store CSR

Identify if all of the 5 key points are being address by the Caf CSR

Short Discussion with group

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Impress the customer - not just the caf or the c-storeNeat and professional appearance

Always wear full uniform appropriately; ensure its Clean and Ironed.

Personal presentation includes: Clean hands and nails. Neat and tidy hair; long hair tied back.

Maintain Eye Contact

Eye Contact shows that the you are 100% committed to the engagement

Maintain Positive energy

Always looks ways to help the customers. Be excited about your job, and Happy to see your customers

These next 2 slides is about presentation of the Caf and C-Store CSRs

Having a nicely presented caf and c-store is great and inviting but if the person behind counter is not presentable Then the shop layout and presentation is wasted as the customer notices the CSR behind that counter first3

Work with the CustomerActive Listening

Engage yourself in what the customer is saying and listen to them.Be able to repeat back their needs, wants, desires or even problems so they know you are listeningListen to their words, tone of voice, body language and most importantly how they feel. BEWARE OF MAKING ASSUMPTIONSGood listening skills can outwardly show how much respect you have for the other person you are speaking to.

Give more than is expected

Always looks for ways to exceed your customers expectationsMake customers feel important and appreciated, treat them as individuals

7 Steps to Customer Service

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If customer dont have an loyalty card offer one and explain the key benefits of the loyalty card7

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Overview of Suggestive Selling Techniques

What is an exciting selling opportunityWhat role does the CSR Plays What characteristics Staff Must demonstrate

The idea of engaging in conservation with the customer is that its an opportunity to let the customers Know about thee products and promotions we currently have in store.

With reference to the video shown earlier the caf CSR, instead of turning her back on the customer To continue with the process involve for the caf, she could have had sold an additional item, The customer had a baby in the pram and with right sort of questions, the Caf CSR would of found out that The customer needed something for the baby, the customer just needed to be prompted.

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Suggestive Selling Techniques

Customer Queue Management Each POS Terminal is numbered in order enabling Staff to effectively in managing queues and customer flows.When stores are busy, queues may form. It is critical these are manage effectively so that the customers get the feeling that they will be served as soon as possible.

Always verbally acknowledge customers in the queues, some examples might include:

Ill be right with you Hello, I wont be momentHi, Ill be with you shortly Hello, I wont be long

C-StoreWhenever there is 3 customers in the queue, you must call for assistance.

This can be done using the buzzer, calling another staff member who is close by.

You may call help from: Another CSR (C-store or Caf)Store and Assistant ManagersCaf Whenever there is 2 customers in the queue, you must call for assistance.

This can be done using the buzzer, calling another staff member who is close by.

You may call help from: Another CSR (C-store or Caf)Store and Assistant Managers

Where to nowAction This WeekWhat we need to Do WhenSales:

Increase Basket Size $ value by $2.00 (From $7.18 to $9.18).All CSRs to sell at least 5 of the Red Rock 100g promotion (2 for $4.99) per shift.Currently selling 3 per shift. Staple successful sales receipt to shift sheets for verification. SM to review when completing BDM.Monday to Sunday Of the Current MPF(10 August 2015 to 16 August 2015)Safety:

To ensure that the fire extinguishers and switchboards are unobstructed at all times.All staff to ensure that areas in front of extinguishers, switchboards, emergency exits and meter boxes are clear and unobstructed at all times.

Management or shift lead will be reviewing daily during travel pathsMonday to SundayOf the Current MPF(10 August 2015 to 16 August 2015)

Customer Service:

Exceed customer expectation (at least 1 per shift)All CSRs to follow the 7 steps to customer service and write up (on template provided) at least 1 customer whom you have exceeded their expectations

Management or shift leads to check tasks daily during travel paths and further coaching on customer service, if requiredMonday to SundayOf the Current MPF(10 August 2015 to 16 August 2015)

SMART Actions has been establish to move forward and improve On the customer service by using the information provide by the Training presentation.

2 main SMART actions is to exceed customer expectations and increase customer basket size

The 3 SMART action is to ensure that safety on the site is up held not just for the customer, for the staff as wellSafety > Customer > Process 13