Topic: DIRESHONS Examples of customer complaints will be presented For each situation, explain: Your initial reaction (What are you thinking right after you read the scenario.) What you will say to the customer (What do you say to the customer to help diffuse the situation.) What actions you will take (What did you do the solve the problem.) Beware that situations and circumstances vary but general guidelines should be followed: Be kind and courteous Be attentive to the customer Listen carefully Ask questions for full clarity Apologize for the problem Follow company policies Do not argue with the customer Handle the situation for the satisfaction of the customer if it is at your level of authority Situashon4 store manager You are the manager of a store. Watching your employees, you notice that a customer came in and nobody acknowledged or approached her to ask if she needed help. She looks a little lost, as if looking for something. Getting frustrated, she then leaves the store. What will you do to help your employees become better at customer service?

Answer 1

Initial Reaction

Upon witnessing that a customer entered the store and was not acknowledged or assisted by the staff, my initial thoughts would be concern and disappointment. It’s evident that the customer felt neglected, and this reflects poorly on our team's customer service standards. I recognize that this could have a lasting impact on the customer's perception of our store, and I want to ensure it doesn’t happen again in the future.

What I Will Say to the Customer

Even though the customer has already left the store, it's important to address the situation with my team directly. If I had the chance to speak with her before she left, I would say:
“Excuse me, I’m very sorry for your experience today. I noticed you were looking for assistance and I apologize that no one was able to help you. If you're still interested, I would be more than happy to assist you personally. Your feedback is really important to us, and I want to ensure you have a better experience with us next time.”

What Actions I Will Take

1. Immediate Reflection with Employees: I would gather my staff together to discuss the situation right away. I’d express my disappointment about the lack of engagement with the customer and emphasize the importance of acknowledging and assisting customers as soon as they enter the store.

2. Training Session: I would organize a brief training session or a staff meeting where we can go over basic customer service principles, including the importance of greeting customers and being proactive in offering assistance. We will discuss techniques for identifying when a customer might need help, especially those who seem lost or unsure.

3. Role-Playing Scenarios: During the training, I would include role-playing exercises to help my employees practice how to greet customers and offer help effectively. This would provide them with the skills and confidence to face real-life scenarios in the store.

4. Setting Up a System of Accountability: I would implement a plan where employees take turns monitoring the floor to ensure that every customer is acknowledged. For example, if someone isn’t busy, they should make a point to check in with customers regularly.

5. Follow-up: I would schedule follow-ups to assess improvement in customer service practices. This would involve monitoring customer interactions after the training and receiving feedback from both customers and staff on their experiences.

By taking these steps, I aim to instill a culture of responsiveness and attentiveness in the store, making it clear that customer service is a priority.