Good customer service

Every day that we open before we start we have to have a team talk, in this we are told about the strategies that have to be used for that day. For example if there are lots of customers, in the stock room one person is to give out the tickets and all the other people are to line up and collect the tickets, get the goods and then return back into the line. This helps them to get through the tickets as quick as possible. We have a policy where the staff try and get the customers in and out the shop within five minutes of them cuing up to pay for their goods. As soon as they have paid the stock room team receives to order then the staffs has to locate the product and send it down to the collection point where the alternated calling machine will call the ticket number to the collection point to pick up their goods.

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It isn’t that simple though, when staffs works in the stock room he/she would have to know the room quite good because the way the stock room is set out is by having the products next to each other, in big rows e.g. when a ticket comes through it says the location of the product so the stock room staff would have to know the room very well because the rows start from 1 to 44 each row goes from A to U. This is a system that will only work smoothly if the stock room staff work in a team and do their job to the highest level of their ability.

The cashiers must make sure that the customers are not cuing too long, if there are more then four customers waiting to get the till, Argos will arrange for a staff member to work on another till, the stock room staff must make sure that the product id is quickly located and sent down on the conveyor belt where there is staff that puts the products on a shelf and the collection staff would give it to their rightful owner, this method should be done within five minutes. In the stock room staff have a digital clock that tells us how long we took with the last customer, but this is not very efficient because the time comes up after the collection staff has given the product to its owner and cleared the order in the system.

For example if the staff send the product down in one minute and the product is given to the customer four minutes later it will come up on our clock as if the one of the staff in the stock room took five minutes. There is another implication; if the collection staffs don’t press the clear button (this will be saying that the customer has got their product) the clock would still go on until someone presses the clear button. Sometimes errors do occur in the stock room, if someone sends down the wrong product this is called a miss pick and this give a bad impression to customer because it is only detected at the collection point and they have to call up to the stock room and tell them it is a miss pick and someone has to go and get the right product.

Staff discuss out each day the average time of serving the customer every morning, if there are any problems with staff and communication, this is the time where it is discussed and how to solve it. If it doesn’t get solved with that time it will become a bigger problem in the future and will give a bad impression of the store. All of this comes down to staff training. At Argos all the staffs goes through rigorous training. A lot of time and money is spent on training, Argos has a belief that if the staff isn’t trained to the full extent it will effect the whole store, efficiency and staff moral will be low because staff will feel that they haven’t been trained properly and cannot carryout their duties to the best of their ability due to bad training.

The company stated that every staff on the shop floor should acknowledge each customer, by saying “Hi” or even a smile would do. Being trained by Argos is very different compared to another retail outlet like J.D Sports plc, because they don’t merely teach you about how you would have to treat a customer, for example when you go in to a shop as a customer and how would u want a member of staff to approach you would it be for example “Hi”, “How are you” or not even being noticed and just make you feel alike an average person coming in to the store.

This type of method is very good for a member of staff to think from a customer’s point of view so they could make decisions effectively. Staffs are rewarded greatly. One way of this is a bonus, if the store has done well for that day. In the staff room there is a notice board and every week they have an employee of the week. This year their has been a reward put in place, the store with the least out of stock refunds will receive a party for new years eve at a selected venue at the west ends. To get the prize Argos would have to make sure that everything is in stock and when something is running low Argos have to do a stock count and make sure that there is the right amount of that product, so when a customer requests the product it should be in the customers hands within five minutes.

When there is a customer complaint the store manger has to take the statement by the customer and at this point the manager would of got to the bottom of the problem, for example if a customer says “an employee has been rude to me” the manager will approach the employee in question and ask then what happened and if their was a problem the manager will advise the employee how to deal with that type of problem in the future. I feel that customer service in Argos is very effective because it leaves room for the staff to greet each other customer in their own way, this gives the customer the feeling that the staff really cares and don’t just say what they say because hey have to, its because they want to.

First impressions are very important because it leaves a lasting impression on the customer and can make the company increase customer loyalty to the store or it can also make the company look very bad if the impression is bad. Argos has signed another company that dose their cleaning everyday; the cleaners come in early everyday and make sure that the store looks presentable. The stores have recently gone through major changes because it was only known as Argos but now has changed to an Argos superstore, this gives them the ability to hold more products in their store and offer more reductions on products that they have a lot of due to large storages space. Argos has a large number of internal customers due to the fact that they have a large number of employees; they offer a 25% discount on what ever they wish to purchase.

Good Customer Service

Customer Service is the provision of service to customers before, during and after a purchase Good Customer service provided by Hotel’s receptionist are:- * Welcome customers warmly such as “Hello. How may I help you? ” After the visitors identify who they are and who they are looking for, contact that individual and let her/him know who is there. A standard appropriate phrase is “Mr.. Smith, Mr.. Jones from EX. Corporation is here to see you for his 2 o’clock appointment. ” Always get a first and last name and the name of the organization they are from. It Is helpful to ask if they have an appointment with Mr.. Smith. Mr..

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Smith will give you Instructions about where to have visitor wait and for how long. You can then tell visitor “Mr.. Smith will be with you In a moment. ” or “Mr.. Smith said that he is finishing up a meeting and will be with you in 5 minutes. You may have a seat. Thank you. ” * Answer the phone politely with a standard greeting such as “Good Morning, Thank you for calling our company, my name Is _, how may I direct your call? Make sure the phone Is answered on the first or second ring. Do not keep people on hold for more than one minute. (It’s longer than you may think. Listen carefully to the name of the person the caller is asking for.

Repeat back to caller if necessary. Cell phones often distort sounds. Write the person’s name to whom the call is directed if pronunciation is difficult. Direct the call politely with a standard phrase such as “One moment please for Mr.. Smith. ” Or if that individual is on the phone, “l am sorry, Mr.. Smith is on the phone at the moment. Would you like to wait on hold or would you Like to leave him a biochemical message? ” Politely thank them and direct the call accordingly. * Being friendly Learn to speak small talk. Avoid those awkward conversations by always being prepared with something to say during a silence.

This doesn’t mean to carry around a reference book, but try to remember things that might spark up a conversation with various different people. * Having good listening skills Listening is an essential part of communication, and it is different from hearing. Being a good and patient listener helps you not only solve many problems at work Create a conducive physical and mental space. Remove all distractions. Give all of your attention. Turn off cell phones. It may be easiest to arrange to talk somewhere hat distractions will not occur. Quiet your mind and open yourself to whatever the person might have to say. Be courteous Be respectful. Treat everyone Like they are the most Important person that has walked into the office that day. Leave personal matters at home. (Even if you don’t respect their message or the way they convey it- fake it) * Communication skills It is beneficial if the receptionist Is multilingual, so she She can communicate with customers of different languages. * If someone is still being unreasonable, find a way to defuse the situation If you have truly listened to them, and shown them erect them to a party that can assist them or alleviate their concerns.

Never raise your voice or get angry, but also remember you are not there to be abused. * Give good directions. Know your neighborhood and the locations of nearby bathrooms, restaurants, landmarks, parking facilities, highway on ramps, and the like. * Have a positive attitude Smile. It’s your Job to appear happy and kind. People will be more comfortable talking with you if you show them that you’re totally happy to speak with them. Making small talk with visitors is okay as long as it doesn’t interfere with phone calls or other duties. * Dress appropriately

Tend to the conservative, unless you work somewhere where fashion, trendiest, or other factors are pushed to the forefront. Look neat, professional, and overall presentable. Make sure to always practice good personal hygiene. Hotel housekeeping Good services provided by hotel’s housekeeping:- * Preparing the Cart The first duty for a housekeeper is to be sure she has the proper amount of towels and fresh linens to make up the number of rooms she will be cleaning. The housekeeper should always have extra garbage bags, soaps and other toiletries and water or coffee to replace any items that have been already used by the hotel guests.

Knock the door before entering guest’s room Housekeeping has a schedule to keep and a goal to reach. But they must remember this is their schedule, not the guest’s. A pet peeve of Hoteliers is when cleaning staff is too quick to enter the room. According to the Hospitality School, it is important to knock and wait 10 seconds for a response, then knock again announcing who you are. Open the door slightly to make sure the coast is clear. If your staff heeds this rule of thumb, they won’t find themselves, the hotel, and the surprised guest in an awkward predicament. * Taking the Garbage

Most hotel rooms have at least two garbage cans in them – one in the bathroom and one in the main room. Each garbage can should be emptied every day and the liner replaced with a new one. Any garbage lying around, such as wrappers, bottles or other trash should be picked up as well to leave the room looking spotless and new. * Making the Beds The bed linens should be removed and replaced each day, unless otherwise specified advocated by her hotel. This will be different for each hotel and should be taught to a hotel housekeeper during training. Mattress pads do not need to be replaced every ay unless they are dirty or a guest requests it. Clean the bathroom The bathroom will probably get the most attention of any area in the hotel room. The sink, tub/shower and toilet should all be thoroughly cleaned and disinfected every day. A good housekeeper should wipe down the walls and countertops with industrial strength cleaner and mop the floor. A clean bathroom is essential to avoid germs and keep the hotel room healthy. * Dusting the Room All items in the room – the television, phone, clock, tables and lampshades – should be dusted. Each item should be check to ensure it is properly functioning.

Windows and mirrors should be wiped down and cleaned until they are spotless. The room should then be vacuumed to remove any dust or dirt from the carpet and any tile floor surfaces should be wiped down. * Finishing Touches Spray an air freshener to keep the room smelling fresh and clean. Place new shampoo and soap in the bathroom, as well as restock the coffee and water. Wipe down the coffee pot (if the room has one). Fold the towels and washcloths according to hotel policy and fix the toilet paper so it looks neat. * Communication Skills Housekeepers encounter hotel guest on a regular basis.

They are required to be able to communicate well and anticipate guest needs. They must assist with requests for additional items such as extra towels or personal items. Housekeepers have to ensure a guest room is clean and comfortable. Moreover, housekeepers are required to resolve any complaints that a guest may have with a room that does not meet the guest standards. * Laundry Skills Housekeepers launder and iron hundreds of sheets, towel and wash cloths daily. Many also launder personal items for guests and cannot ruin guest clothing. Duties include washing, folding, ironing and dry cleaning.