Scope of job role:
At Clarks all our employees should know their limits, they should know what they can do as part of their job and what they cannot. This is important because, if a staff member is working in the Clarks warehouse and is delivering the goods to the main business (Clarks Retail) and a customer comes up to them and asks for help they should pass it on to someone who is working in that department ( sales department ).
Knowledge of products and services:
At Clarks all of our employees who work on the shop floor have knowledge on all the products and services available, it is impossible to provide customers with precise information or advice without any knowledge of the products and services. For example a customer comes in to Clarks and asks were the white leather boot are and the employee replies: it’s on the 3rd isle on the right next to the shoe laces. This can lead to customer satisfaction because the customer has found the product.
Timing:
All the staff have been trained on how and when to approach customers, all staff knows when to/not to approach customers, if an employee sees a customer which is upset they will not approach them as they may give a bad response.
Dealing with problems:
All employees who work at Clarks have been provided training on how to deal with problems, if a problem occurs in Clarks the employee will let the customer talk without interrupting, checking that the staffs have the facts right, doing everything that we can do in order to help and referring the problem if it is serious to the store supervisor.
Task 2
Presentation skills relate us to a person, for example staff at Clarks welcome customers with a smile and wear the Clarks uniform this is good presentation skills.
Interpersonal skills are the way a person behaves when they are dealing with another person for example their attitude. Waiting appropriately
Communication skills are the way a person communicates with another person for example their body language, tone of voice and their listening skills.
Presentation skills are important to customer service because it is the first step for customers, for example if a customer walked into Clarks and saw all the staff with their shoulders down sitting in the corner of the room they will think that the staff don’t care about anything and will most likely walk out the shop, this will make the business lose customers and profit , Being friendly, helpful, patient, and professional with the customers makes customers feel good about their experience which will make the customers refer the business to friends and family. Word of mouth is the most important form of reference.
Interpersonal skills involve, listening with patience,
maintaining good humor, waiting appropriately before speaking.
Interpersonal skills are important to customer service because if the staffs are rude to customers they will obviously lose customers and lose the reputation of the business, so the staff should always have an inviting attitude this makes the customers more likely to ask questions and be comfortable enough to get help from. For example: “Hi, do you need any help” are you looking for anything specific. These small changes can have a big effect on the business, the business will get more reputation, more customers and more profit.
Communication skills are important to customer service because if a member of staff starts talking to a customer in a very loud voice the customer will fell offended and will walk out of the shop this will lead to customer dissatisfaction
For example: Customer: Hi there, can I have a size 7 in this please (polite voice) Staff: NO, WE HAVN’T GOT ANY SIZE 7 IN THIS SHOE (LOUD VOICE)
There are a lot of things that make up communication skills some of these are body language, tone of voice, pitch of voice and language used these have to be done in order to provide a good service and get customer satisfaction
Tone of voice is the way you speak it reflects your mood for example if you were in a grumpy mood you tone of voice would be slurred, pitch of voice is how loud you speak.
Communication Skills are very important, because you want the customer to feel comfortable. If you are stuttering and not looking at them they won't feel comfortable. And you always want your customers to feel comfortable.
Task 3
Disabled customer who has vocal problems comes into boots asking for assistance:
Customer: Hi there can you please help me find the Olay aging facial cream.
Staff: Say it again
Customer: Hi there can you please help me find the Olay aging facial cream.
Staff: Say it again
Customer: can you please help me find the Olay aging facial cream
Staff: Say it again
Customer: Forget it ill take my business elsewhere
