Customer wants and needs
TK Maxx has a wide and large selection of customer needs and wants; TK Maxx offers Women’s cloths, Handbags, Shoes, Accessories and Beauty products, and for men TK Maxx offers Men’s cloths, Accessories, Shoes, Gadgets and Gifts.
TK Maxx provides low prices on excellent and well known brands and this is something that the customers want and this is why we are ranked 119th in the most recent Fortune 500 listings 2009.
We know what the customers need this is why we offer clothing and home basics which are of every day needs, for example socks and under wear to kitchenware and bedding.
Customer Service Qualities
At TJX the professional qualities of customer service are highlighted and always relate to what our customer wants. After years of market research, it seems that customers constantly following the business upon their customer service experiences; this means they are grading your customer service quality during each transaction or enquiry but most probably and rarely you won’t know it, while there are a massive amount of customer needs below are the basic needs that stand out:
- Friendliness – The most basic action which involves courtesy and good manners.
- Sympathy – Customers need to know that the service provider values their wants, needs and conditions.
- Fairness – Customer wants to feel they receive satisfactory attention and reasonable answers and are not being ignored.
- Control – Customer wants to feel his/her wants and input has influence on the outcome of the situation
- Information – Customers want to know about products and services but in a relevant and time-sensitive manner.
Simple Actions Huge Returns
- It is a fact that customers will spend up to 10% more for the same product with better service.
- When customers receive good service they tell 10-12 people on average.
- When customers receive poor service they tell upwards of 20 people.
- There is an 82% chance customers will repurchase from TJX where they were satisfied.
- There is a 91% chance that poor service will discourage a customer from ever going back.
Desired level of customer satisfaction
Smiling – there is nothing like a smile and pleasant face to greet a customer, especially if he/she has a complaint. A smile and polite conversation can immediately disarm a disgruntled customer. Facial expression sets a positive tone before you even begin speaking. A relaxed or pleasant facial expression is the ideal most of the time along with the points listed below.
- Eye contact – Always look into your customer’s eyes and directly address customers.
- How you look – Personal grooming has a big impact on your customers, dirty hands, messy hair and poor dress can mean the loss of an otherwise happy customer, always make an effort to dress neatly and in a professional manner so as to TJX’s respect and to let customers know you take seriously your position.
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Shaking hands – when shaking hands with a customer a firm and professional handshake is expected, this part of the greeting is now common among both men and women in a professional environment.
- Be attentive – When listening to a customer, slightly lean towards your customer and nod your head ever so slightly to indicate you are listening and paying attention.
- Tone of voice – Do not raise your voice in frustration or anger no matter how difficult or irritating a customer may behave or the situation maybe.
- Hand gestures – Sometimes you can use hand gestures to call attention to what you say and to emphasise your feelings.
- Personal space – This is the distance that feels comfortable between you and the customer, adequate space is important to make customers feel secure and unthreatened.
- Posture – Leaning against a wall while interacting with a customer are signs you are not interested in the customer. You must lean forward, face the customer and nod to let them know you are engaged in the conversation.
- Observation – Notice how your customer behaves and what he/she reacts positively to while you are providing service, this way you can try to avoid the negativity.
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Conversations over the Telephone
“It’s not what you say, its how you say It”
The moment you come in contact with a customer your body language and observation disappear and your tone of voice should become confident, this is in general but over the telephone you should concentrate on the following:
- A flat tone of voice says to the customer, “I don’t like my job and would rather be elsewhere.”
- Slow pitch and presentation say, “I am sad and lonely – do not bother me.”
- A high rapid voice says, “I am enthusiastic and excited!’
- A loud voice says, “I’m angry and aggressive.”
Telephone protocol
The telephone is often the first or last place a customer comes in contact with you as a part of TJX. Being telephone friendly is one of the least expensive and cost-effective ways to deliver better customer service. ()
Answering the Telephone
How you answer the phone can tell the whole story of how TJX treat their customers. The correct phrase said in the right order in a positive tone leaves a good impression and starts the customer relationship off on the right foot. You must pick up the phone in three rings as more than three rings signals inattentive and portrays bad customer service on the part of TJX companies.
Start by greeting the caller “hello”, “good morning”. Good manners show you respect the caller. Give location and state your name, “Hello, TK Maxx Hammersmith, Saad speaking”.
You now have a point of reference if the customer decides to call back or follow further enquiries.
Ask the customer if or how you can help put it altogether and you have a good example:
“Good morning, TK Maxx Hammersmith, Saad speaking” and after the enquiry finish by saying “thanks for calling the TK Maxx, Have a nice day” The greeting is key because it sets the tone and style of the whole interaction.
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Troubleshooting
Some things which may upset a customer are simply unavoidable. Here are some tips on how to best handle these situations.
“Putting a Customer on Hold”
Ask the customer if you can put them on hold; wait for them to say “yes” or “no” and then explain it will only be for a short period of time, don’t forget to explain to customers why you are putting them on hold. Thank customers for holding.
“Transferring a Call”
Ask the customer if they mind being transferred; wait for them to say “yes” or “no” and explain why they are being transferred and to whom. This is somewhat similar to putting a customer on hold.
“Taking a Message”
Explain your colleague’s absence in a positive light but do not be too specific as this may cause other issues. Explain that your colleague is in a meeting, briefing, or training or unavailable today. Do not say that he or she is seriously ill, is too hung over to come to work, never called in today, can’t be found, that you do not know where he or she is, or that he or she “was just here”, this is very unprofessional and the customer could file a complaint.
First Impressions – You Only Get One
Making a Good First Impression
Every salesperson in the business must know the importance of making a positive first impression. Sales associate know their success will depend on how their potential customer perceive them in the first 30 seconds of interaction. A Good sales associate will develop an almost immediate bond with potential customers because customers like them, follow their advice.
The reality is that at TJX we prefer doing business with those we like and trust. Impressions are the key to developing trust and confidence in the consumers.
As the old saying goes, “You will never get a second chance to make a first impression.” This is why the first impression is extremely important and can set the tone for all future transactions.
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Here are some ways of creating positive impressions, some of which have been discussedPositive impressions
- Attention to detail in meeting the customer’s needs
- Take personal responsibility when dealing with a customer
- Solve customer issues/problems at first priority
- Offer immediate assistance
- Be Friendly
- Use customer’s name in a conversation
- Use a pleasant voice tone
- Be polite and have a curiosity manners
- Keep everything tidy
- A genuine smile
Here are some factors that create a negative impression:
Negative impression
- Making the customer wait long time
- Not answering the phone promptly
- Not saying “please” and/or “thank you”
- Speaking loudly or arrogantly to customers or other associates
- Making faces, frowning, acting distant, and not smiling.
- Looking scruffy or like you do not care about your appearance
- A poor handshake
- Focusing on another task while addressing or servicing a customer.
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Ten Major Do’s and Don’ts of Customer Service at TJX
Every day customer service representatives face situations when what they say makes a service contact. Below are ten expressions that should never be used as they frustrate and anger customers and this is bad overall for the company
Wrong Approach
“I don’t know”
“No”
“That’s not my job.”
“You’re right – this is bad.”
“That’s not my fault.”
“You want it by when?”
“Calm down.”
“I’m busy right now.”
“Call me back.”
Polite and Friendly
“I’ll find out.”
“What I can do is”
“Let me find the right person who can help you”
“I understand your frustrations.”
“Let’s see what we can do about this.”
“I’ll try my best.”
“I’m sorry.”
“I’ll be with you in just a Moment.”
“I will call you back, what is your telephone beer.”
Solving the Customer’s Problems
When you are listening to the customer’s complaint whether it is over the phone or in person you must take responsibility to solve the problem or find a solution.
- Listen to customers without interruption and with full attention.
- Do not show any type of aggression, and never start or encourage an argument
- Do not extend excuses for the problem, and thank the customer for drawing their attention to it and helping solve it.
- Express sympathy and show a full understanding using physical and mental emotion
At TJX we hope to see you following the guidelines.
Customer service problem solving involves:
- Ask necessary questions to get more complete information and complete picture of a situation at hand
- Find out exactly what the customer needs you to do for them
- Explain first what you can do, and then gently add what you cannot do
- Discuss in detail all opinions, and then decide what needs to be done
- Never be overconfident, if problem cannot be resolved ask for assistant
- Check the result to make sure the customer is completely satisfied
Customer/Consumer protection
The most important aspect of your job is to be customer focused, At TK Maxx we respect the law and consumer protection law is an key consideration and this is designed prevent engagement in fraudulent or specified unfair practices which might gain an advantage over a customer or another associate and this legislation also provides additional protection for the weak and those unable to take care of themselves. Consumer Protection laws are a form of government regulation which protects the interests of our customers at TKX.
Follow -Up with the Customer
“It pays to please”
Customers like businesses that treat them well, and some people will even pay more to obtain this, and this is why standards must be maintained and advance.
Here are some statistics that prove this point:
- People spend up to 10 percent more for the same product with better service
- When people receive good service, on average, they tell 11 people
- When people receive poor service, on average, they tell up to 20 people
- There is an 80 percent chance that customers will repurchase from a company if their complaint is handled quickly and pleasantly
Complaints procedure
If a customer has come to you with a question or a problem but they are not happy with your response, then they have a right to complain.
Never be dismissive of your customer's problem - even if you're convinced you're not at fault, a customer with a complaint represents a genuine opportunity for you and TK Maxx to improve on service and behaviour. Customers willing to complain are rare but if you handle the complaint successfully, the customer is likely to prove more loyal than if nothing had gone wrong.
Complaints should be handled sympathetically by listening to establish the details of the complaint, recording the details together with relevant material, such as a sales receipt or damaged goods, offering alternatives; whether by repair, replacement or refund and follow-up actions appropriately and when all is over apologise to the customer.
If you have questions or concerns, talk to your immediate supervisor. If you are uncomfortable speaking with your supervisor, talk with your supervisor's manager or an executive or contact an Associate Relations or Human Resource Representative.
TJX Compliance Officer
508-390-6570
TJX Assistant Compliance Officer
508-390-6510
TJX Corporate Internal Audit Director 508-390-6540
TJX Legal Department
508-390-6550
Winners Compliance Officer
905-405-7530
T.K.Maxx Compliance Officer
01923-473821
Bibliography
- Associate Code of Conduct
- How to Write a Customer Service Manual
- 8 Rules For Good Customer Service
- Customer service guide NSW Government
- TJX Contacts for employees
- Ten major do's and don'ts of customer service
Code Of Conduct Guide TJX & Employees Page of
