introducing to customer service
In this unit I will be finding out the basics of customer service. In this assignment I will be look at the type of customers that shop at Argos. I will learn that different types of customer will have different needs and expectations. Employees or workers are the first to receive the products. The second group is the independent private customers who are broken into private individuals and small businesses they are 'walk in' customers from the high street.
The workers are people such a line managers in other word Employees are people such as line managers, colleagues, cleaners, security cashiers, stock control and warehouse staff. These employees are the first in line to receive the products and services, they are keen to see the business success and Argos has a duty to keep their employees in high spirits as they are part of the reason the company makes a profit. Argos staff work efficiency and effectively and will pass on information on products and services to friends and family. Argos as they will be given discount on products and incentives to be the first to buy new products.
Private individuals are people who walk in from the high street and wish to purchase goods and services from Argos. These types of consumers are as follows; students, parents and families, couples, teenagers. Sport people, disabled, elderly, pregnant women, professionals etc.
Private customers
Students- may go to Argos to buy a CD player as Argos offers value for money on their products and you are almost 100 % guarantee to have the product that you ask for. Argos Also offer a14 day money back or exchange guarantee as long as you have receipt. This may be attractive to students who are repeatedly changing their minds and do not have a large expenditure.
Families- these consumers may go to Argos to purchase furniture from the wide choice. These types of consumers are as follows: students parents & families couples, teenagers, sports people, disabled, elderly, pregnant women, professionals etc. Argos offers a peace of mind delivery service that takes the worry out of trying to get it home. Deliveries are fairly cheap so it is cost effective being the price of purchasing a travel card. Families can also purchase furniture on- line and pay for it using a variety of methods example being credit card, cash or finance, which can be arranged over the phone and does not take long. Argos offer finance on all items they sell and also offer warranty, insurance and exchange along with a money back guarantee. This is helpful for customers on a low budget and customers who are unable to pay by cash at that particular time. On all credit facilities Argos also offer interest free credit which means you buy now and pay later, this is also ideal for people low on cash.
Having an extended guarantee or warrantee means customers do not have to worry about products being damaged as they will be repaired or replaced.
Teenagers would shop at Argos to buy produce that are cheap and in expensive to buy, items such the latest memory stick or new CD games. They would like to buy product that are new and cheap to buy.
Sport people would buy products such as sports equipment, for instance if the shopper buy a golf set, they would want to know if the equipment are guaranteed if the golf stick break can Argos replace with another one. Sport people would also want to know the merits of the sport services that are on offer are of quality standard.
Elderly that shop with Argos would need many help, because of they age many old have predicament when choosing and buy possessions. This is when the customer services at Argos can provide aid for them. The elderly people are not strong to carry heavy product, so they need help in delivery the item to their doorstep. They would need help in fitting in any electrical product that they have bought.
Customer services people would need to explain to them if the item they have bought has any warrantees or guarantees them a refund. Any receipt given to them must be kept in order for them to get a surrogate, because without the receipt they cannot get a refund back.
Customers that are disabled will often use the Argos because of its convenient in sending goods to them doorstep.
Angry customers lies to shop in Argos because they know that what ever item and products sold to them can not exchange and refunded, they are certain items in store which cannot be refunded or exchange such as earrings, customers will need to be aware of these items, because not all Argos personal will inform them that this item cannot be sent back or exchange for another item.
Pregnant women like to shop in Argos because the are many baby products to offer, for example baby pram, selection of toys, and many other useful products.
Confused customers who shop at Argos will need help in deciding what to buy, they can get help from the help desk or ask one of the customer service who will be please to help them if asked.
Professional customers who shop at Argos know what they are looking for, what they would look for is how customer service personnel will treat them, sometimes they are more difficult to handle, Argos staff will need to be extra polite to these professional because they would rather talk to the manager then the supervisor in charge.
Customer Expectations
All customers have expectations about Argos; number of customer have higher expectations than others. All customers look forward to see a familiarity about all the stores in the way in which it is layer out and what it looks like inside and out. Customers expect to find a big red Argos sign on the outside of the store and shop windows that you can look into. Sometimes you will find advertisements on the latest advancements in technology. Inside is usually brightly lit up and there is usually a cool atmosphere. The staffs are expected to be dressed in a blue uniform with name tags. These staffs are helpful and always willing to help with any enquires that people have. Catalogues are expected and order forms. Computer enquires fro products and pens to write down the orders. Cash tills, friendly staff, chairs in the waiting area, minimum waiting time, customer services desk, a receipt with you goods, goods to be well packed and bagged. If they are to heavy assistance to the door or deliveries or a cab number Offer of insurance or told about guarantees and consumer rights.
customer will not be satisfied with the service that Argos provide and will probably complain to a manager or not use the Argos again. They may tell their friends of the experience and this may lose Argos business.
Technical help on electrical goods or services
If a customer has bought a new digital camera they would expect that technical person from Argos would come to their home and help them to fix it if it not working, so it is ready for them to use, when these services are given to customer, customer will be very ...
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customer will not be satisfied with the service that Argos provide and will probably complain to a manager or not use the Argos again. They may tell their friends of the experience and this may lose Argos business.
Technical help on electrical goods or services
If a customer has bought a new digital camera they would expect that technical person from Argos would come to their home and help them to fix it if it not working, so it is ready for them to use, when these services are given to customer, customer will be very happy to shop with Argos. Good services given to customer will make the customer happy to return.
Help line
They need to call the help line for further information about them product or services. They would also expect to get advice for help when needed regarding any inquiries or fault on electrical good. Customer expectation will be satisfied if the person on the help line can deal with they problem when needed.
In store advice
All the Argos customer services should know the product knowledge this will enable them to explain to the customer about using this product, with this knowledge it will help the customer to understand how to deal with the product if anything goes wrong with the item.
Store advice is also important because customer are all different, they all have different kind of needs, therefore customers expectation are of different standard.
Insurance
Insurance have to be explained to them when buying products because some customers do not be acquainted with that product they have bought are cover. Insurance is also significant to the customer because with this insurance policy the customer has the correct to get a reimbursement or get an exchange or replaced of product. When buying goods of value it is sensible to tell the customer why it is important to take up insurance. Customers expect when buying product that are insurance from them will be dealt with effectively.
Credit facility
Credit facilities are only given if the bank accepts the customers. In this case if the customer bought an item they do not have to pay cash when buying item at the time of buying. But instead they have the option of paying at a later time.
Guarantees/ Warrantees
Some customers are not conscious that not product brought from Argos have guarantees. Customer will expect that the item they have bought have guarantee, for example When buying a computer it has a three year guarantee. So within time customer will expect some sort of help from Argos such as services.
Refunds
Customers who shop at Argos would expect to get a refund back if any product brought are of dissatisfaction, Customer will be satisfied if the customer service person does not give them to much hassle when asked for a refund, even though when the item has been opened.
Payment methods
Customers expect different variety of payment methods to be accepted when shopping at Argos. They are many ways of making a payment to Argos; some of these payments can be made by cheque, credit cards or instalment.
Parking
Customers expect parking spaces to be very convenient if all Argos shop have parking facilities; this will enable the customer to shop with ease.
Receipts
They are for the item that you buy in Argos. They also can use for faulty item that you buy. When you want to refund the faulty item that you get you need the receipt for the evidence that you have bought the item.
Deliveries
The deliveries are for the disable people. People that is old cannot walk need the special delivery or if someone order a big product like the TV, bike etc. they cannot carry all the heavy staff so Argos have delivery for them who buy a big products
Advice about the law
Employees should read the policy about the law. So that they know can give the correct advice. i.e. what is the law on guarantees and warrantees that you get on products from Argos.
New product or new stores
customers like to buy the most up-to-date product. Argos provides the new product or new store for the customer to buy so that they can make more money.
Discount/special offers
Most customers like to buy the cheapest the best value products. Argos gives discount to the customer so that they can finish them product quickly
Packaging
Customer would expect all packaging to be all quality standards. When returning goods to Argos they would also expect the entire product and the packaging to usual. Argos would not take back the item if the packaging were ripping because that means they use the item and destroy it.
The Sale of goods act 1979 and 1995
Duties of the Parties It are the duty of the seller to deliver the goods and of a buyer to accept and pay for them in agreement with the terms of the contract. therefore the seller must be ready and keen to give be in charge of of the goods in exchange for the purchase price and the buyer must be ready and willing to pay for the goods. These duties are primary and failure by either party to perform them allows the innocent party to cancel the contract and sue for reparation. The duties of the parties are further defined by the terms of the contract and terms, which can be implied by law. Contractual Terms communicate terms, are oral or written terms agreed between the parties. Often express terms are a seller's model Terms and Conditions, which are incorporated into contracts for the sale of goods.
England and Wales the sale of goods is governed by the Sale of Goods Act 1979 (as amended by the Sale and Supply of Goods Act 1994 and the deal of Goods (Amendment) do something 1995 ("SGA 1979").
In consumer sales, should a Company wish to rely on their standard terms and conditions, they should ensure that these are brought to the buyer's attention, agreed (in particular if they are onerous to the buyer) and are reasonable. Implied Terms implied into all contracts for the sale of goods whether the normal purchase from a retailer by the consumer or within commercial sales is the following terms:
* That the seller has the right to sell the goods and that they are free from encumbrances or charges and that the buyer will enjoy quiet possession.
* That the goods will correspond to their description.
* That the goods will be of satisfactory quality
The weight and measures act 1985
[4th September 1985.] An Act to provide for the enforcement of the standards of weights and measures established by or under the Standards of Weights and Measures Act, 1976, and for matters connected therewith or incidental thereto. BE it enacted by Parliament in the Thirty-sixth Year of the Republic of India as follows:
PRELIMINARY
. (1) This Act may be called the Standards of Weights and Measures Short title, extent (Enforcement) Act, 1985. And commence-ment. (2) It extends to the whole of India. (3) It shall come into force in a State on such date as the State Govern-men may, by notification, appoint, and different dates may be appointed for different provisions thereof, in or in relation to, different- (a) areas in the State; or (b) classes of undertakings in the State; or(c) classes of goods produced, sold, distributed, marketed or trans-furred in the State; or (d) classes of services rendered in the State; or (e) classes of weights and measures manufactured, sold, distributed, marketed, transferred, repaired or used in the State; or(f) classes of users of weights and measures in the State, and any reference in any such provision to the commencement of this Act shall be construed as a reference to the coming into force of this Act, or, as the case may be, of that provision, in such areas or in respect of such classes of under-takings, goods, services, classes of weights and measures or classes of users of weights and measures, in relation to which, or whom, this Act has been brought into force.2. Nothing in this Act shall apply to any inter-State trade or commerce Act not to applying- inter-state trader commerce. (a) Any weight or measure, or (b) any other goods which are sold, delivered or distributed by weight, measure or number.3. In this Act, unless the context otherwise requires, - Definitions. (a) "Additional Controller" includes a Joint Controller, Deputy Controller and an Assistant Controller appointed under section 5;(b) "authorised seal or stamp" means a seal or stamp made under, and in accordance with, the provisions of this Act;(c) "Controller" means the Controller of Legal Metrology appointed under section 5;(d) "counterfeit", in relation to a seal or stamp, means a seal or stamp which is so made as to resemble an authorised seal or stamp, as the case may be, intending by that resemblance to practise deception, or knowing it to be likely that deception will thereby be practised.
Preparation of your work area
They present themselves by wearing the right uniform.
They need to know how to calm the customer by giving them offer or try something else.
They communicate with the customer so that the can learn every time
If they don't know what to do they can ask the other co-worker in the company?
The staff must look after the customer by following the rules and regulation of the health and safety and Helpful attitude, personal presentation, dress code, posture, personal space, first
Impressions, knowledge of products or services, organisation's guidelines, standards
Required for customer service, group
Your work area correct equipment, safe and tidy work area, efficient use of space,
Health and safety, fire safety, accidents
The staff is expected to be dressed in a blue uniform with name tags as it part of the company's dress code. This staffs are helpful and always willing to help with any enquires that people have. They should always have the right information on company guidelines and procedures etc
Customer services require having product and service information. They would get this knowledge from training when they first start working at Argos. Without any information on the company and the products and services that they provide, customer service staff cannot provide an efficient and effective service
General information
It used to identify our lowest price product in relation to a certain product category or sub-category (promotional offers excluded).
* Sometimes product specifications from the manufacturer change, in such instances we'll do our best to offer a similar option.
* Sizes and measurements are approximant but we do try to make sure they are as accurate as possible. Some items particularly jewellery-may be enlarged to show detail.
* On the rare occasion when there is an error in our publications, we will do our best to inform you at the earliest opportunity when you order.
* Sometimes we may experience problems with the supply of certain products and may therefore provide a substitute of the same or better quality at the same price. If you are not happy with the replacement you can return it under our
* 16day money back guarantee. Where applicable. You may cancel your order in accordance with your rights under the distance selling regulations see main catalogue page 1715 for details and we will collect the item free of charge.
* Our product have been selected for domestic use only, so if you're planning to use them for business purposes please make sure you are covered by the appreciate insurance.
* All prices are shown in £'s sterling and are valid at the date of going to print but may vary during the life of the publication. VAT is currently at 17.5%.
* All products are subject to availability. For further information about our products, please ask in-store or reefer to our current catalogue.
* Argos card Transactions Ltd processes all debit, credit and charge card payments for customers and will retain a handing free of 2.5% of the transactions value when a card is used to purchase goods or services (except Argos Corporate Link card). The remaining amount will be paid to Argos Ltd for the goods and services supplied. The total amount payable by all customers regardless of means of payment will be the same.
Prepare your work area
Any place of business needs to be safe, both for the employees and for members of the public or business clients who visit the premises. Equipment must be without difficulty those who need to use it and the working space should be set out to provide a pleasant and efficient environment. Tidiness is also important, both in retail outlets and offices.
Appropriate equipment
In retail outlets equipment needs to be made ready before the store is opened. Equipment could include tills, computers, pens and paper, lighting and also any equipment that is being sold and may need to demonstrate. For example, tills may need to be turned on and filled with cash; computers may need to be turned on, as May lights, and equipment to be demonstrated may need to be turned on and prepared for demonstration (e.g. televisions turned on a certain channel, computers loaded with a particular piece of software or game).
In offices, equipment needs to be readily available to employees. This could include computers, telephones and headsets, photocopiers, fax machines, franking machines and pens and paper. For example, computers need to be turned on, photocopiers need to be turned on and may need the paper trays filling, fax machines may need to have paper trays filled or toner changed.
Safe and tidy work area
It is essential, in all areas of business, for work areas to be safe and tidy. Untidiness can cause hazards such as obstacles that people could trip over, electrical dangers and health hazards through lack of hygiene. Untidiness can also make it difficult for employees to do their hobs properly - for example, because important documents cannot be found or because there is not enough space to work in.
Efficient use of space
In retail outlets there needs to be enough space for customers to walk about with their trolleys or baskets. It is also important for the space to be used efficiently for displaying the goods on sale and making it easy for customers to pick up items. High shelves can make it difficult for shorter people to reach the products and narrow aisles can make it difficult for wheelchair users, parents with pushchairs or more than one customer to browse comfortably.
In office there need to be enough space for employees and visiting clients to walk from desk to desk or office to office. Employees' work areas need to be arranged so that they can do their jobs. For example, most employees will need space for paperwork as well as a computer and computer station needs to be set so that the employee can sit comfortable and see the screen easily.
Fire safety
Employers must make sure that safe working practices are set and followed with regard to fir safety. This could include properly marked fire exits, emergency evacuation procedures; safe storage of flammable material and providing necessary fire extinguishers. As an employee it is important to ensure that I know where the nearest fire exit is and what I have to do in the case of an emergency. It may be part of my job to make sure that any visiting customers are made safe. It is also a good idea to make sure that I know how to use the fire extinguishers.
Health and safety
All employers are necessary by law to make sure what the workplace is safe. In large businesses there will more often than not be a health and safety representative who will provide information about health and safety within the business and who employees can talk to if they are worried about any health and safety problems.
Employees are required by law to take reasonable care for their own health and safety and that of others this includes any visiting customers, as well as colleagues. They are also required to use all work items correctly. Whenever I use a piece of equipment I need to be careful to do so safely. When I move something, I need to think carefully about whether it could cause a hazard for example, a box in the middle of an aisle in a supermarket could cause a customer to trip and hurt themselves.
Accidents
It is important to know the procedures to follow in case of accidents to myself, my colleagues or my customers. I should know which of my colleagues have first aid qualifications and where the nearest first aid box is. In cases of several accidents, I will need to call 999 and ask for an ambulance.
Communication skills at Argos.
Communication is very important in the retail industry. Staff need to maintain eye contact with customers in conversation, so that the customer know what the staff talking about. It also helps if staff are polite to the. Going to customer and asking them if they need any help.
They can use body language, eye contact and talking clearly.
Communication is a two way street. As well as talking to customers I need to listen to them and encourage them to tell me what they want and need. I need to learn about the different type of communication, such as face to face, letter, telephone, email, and internet. I need to take on board all customer comments, whether they are good or bad. I must respond to comments and queries there I can, while passing on the information to others in my organization who are more able to act on it.
Verbal communication
Verbal communication is any communication that uses language. It can include oral communication, such as speaking to another person over the telephone, face to face discussion, interview, debates, and presentations and so on. It can also include written communication, such as letter and email.
Good verbal skills are important to help me communicate with customers and colleagues. Good communication can lead to more sales and to increased customer satisfaction. Failure to transmit clear messages can lead to errors and customer dissatisfaction.
Not verbal communication
Non verbal communication includes body language, eye contact, facial expression, posture, gestures and tone of voice. Non verbal communication is very important in customer service, in terms of what my nonverbal communication puts across to my customers and how I understand my customers' non verbal communication. When dealing with international customers and customer s from cultures other than my own, it is important to consider carefully my own non verbal communication. Certain gestures can have different meanings for different people and some people will be more tolerant of physical contact than others. For example, in the UK, it is common to shake hands at the end of a deal, nut in other countries and cultures this physical contract may be unwelcome, while in others more physical contract might be common, such as chic kissing or hugging.
Body language
Body language is type of non verbal communication. My body language can affect both my own state of mind and the impression I give to others. Slumped shoulders, a frowning face, bowed head and lack of eye contact can make me feel quite low and can give the impression that am not interested in my customers, that am afraid of them or that I lack confidence. Smiling, standing straight with shoulders back and making eye contact with my customers can make me feel and look confident. My customers will be more likely to believe I know what am talking about and will feel happier to take advice from me.
Type of communication
Face-to-face communication is when am talking to someone in person. It usually refers to a one on one meeting, but can also include, for example, talking to a couple, a family or a group of friends who are coming to buy a product or service. Face to face communication also includes elements of non verbal communication such as eye contact, body language and tone of voice.
Written documents
Business letter are:
* Written in a more formal language than personal letters.
* Usually on headed paper
* A written record that can be used to send almost any type of information
* Usually set out in fully blocked style
* The most frequently used form of external communication between one business and others.
Telephone
Telephone communication is a type of verbal communication. It also includes elements on non verbal communication, such as tone of voice, though not as many as face to face communication. More and more companies are increasing their use of the telephone in communicating with customers. Call centers and mail order are the fastest growing operational departments for UK organizations. In telephone communication, it is essential for all employees to represent their organization in a professional and friendly way.
Internet and intranet
The internet providers businesses with the ability to make information widely available. A number of businesses also use the internet to sell products or services. For internal communication, companies will often use an intranet. This works in the same way as a website on the internet, but is limited to internal use only. Putting information such as phone directories, product information, health and safety procedures, etc. on the intranet can be much less expensive than using printed documents.
Confidential information
When working in customer service, it is essential to know what information is confidential. There will be certain information about a business that must not be passed not to anyone outside the company. Any information that, if disclosed, could damage the business's reputation or service or affect its competitive advantage would be sensitive.
Providing care and services to customers at Argos
The customer services staff's gives the customer the right information by giving the policy and notice board so that the customers don't get confused.
The staffs are given briefings so that they know all the information about the product. Argos gives discounts on the products so that the customers want to buy the item. Argos offers its customer a guarantee, insurance, free delivery and allots of more what the customer wants from Argos. So that Argos gets allots of customers to buy the product. Part of the member of staff in Argos should be the administration they should held the help line and the information. Argos might gives more offer if they buy big products and expensive items.
