1. What should Hans say to the customer?
Firstly, Hans should apologise to the customer for any misunderstanding and then thank them for bringing it to his attention. Explain that the staff member that served them is a trainee and is still learning the business. Assure the customer that the trainee will continue her training, and will focus on the pricing and features of the different bike models.
Hans could then offer the customer a discount or free item or service on his/her next visit, as an incentive to continue doing business with his store. It may be prudent to inform the customer that his business and feedback are highly valued, and end the conversation with an informal ...view middle of the document...
Senior staff should encourage Sarah to ask for help when she is unsure of the appropriate response to give customers.
4. What kinds of records might help improve the service offered to repeat customers?
Keeping up to date customer and product records may help to improve the service to repeat customers. Records should include, name of customer, preferred brands, previous purchases made etc. In some instances, if applicable, a copy of a driver’s license or other form of photo id could be attached to the file or record, which would assist putting a face to the name.
It is important to keep clear and concise records to assist in maintaining a high level of customer service. If the business experiences a high turnover of staff, good records can assist in the training of new employees and the maintaining an expected level of customer service.
5. How might Hans collect feedback from the repair customers? Write a research plan for Hans, including the questions he should ask and the methods for collecting it.
Feedback could be collected by email, reply paid mail out or by telephone research. This of course is only feasible if these details have been previously provided and recorded by the repair shop. Observation and interaction with customers visiting the store can provide insight into the current level of customer service and offer an opportunity to gain feedback instantly.
Hans should take note of the positive feedback, for staff encouragement, and focus on the negative comments he receives. Negative feedback should be taken as constructive criticism, pinpointing the areas that require further scrutiny.
To determine the cause of revenue loss and explore ways to turn business around, the following may be a reasonable course of action:
Observe customers and staff interaction
Identify problem areas (staff, products, service, efficiency etc.)
Stocktake and Audit
Research which products are selling/not selling
Discount less popular brands to make room for new stock.
Take notes regarding products or brands customers prefer.
Make note of any verbal complaints, requests or specific praise provided by customers while in store.
In store handout/cards
Work with staff to review customer feedback and supervisor observations to implement appropriate changes and adjust policy and procedure where necessary.
Monitor Changes and Update Procedure
Review changes regularly to determine whether productivity and revenue has increased or decreased.
Update plans to reflect these changes.
General questions Hans could ask in his surveys or questionnaires may include;
• How was your experience when dealing with the repair shop?
• Did you feel that the service was to your standard?
• Could we stock another brand/product that might suit your needs better?
• Is there a service we do not currently provide that you would utilise if...