What is the experience of being a customer service representative in a shopping mall-银泰官网

What is the experience of being a customer service representative in a shopping mall

2020-08-12 14:30:02

Excuse me, how can I get to the nearest bathroom here? ” Recently, there has been a new wave of guides with facial expressions in Hubin Yintai in77. They wear uniform T-shirts and are equipped with service waist bags, which contain supplies such as wound dressings, mosquito repellent, iodine swabs, etc., so that they can be provided in a timely manner when customers need them. “ Although slightly awkward, the enthusiasm has never diminished. ”A customer laughed. Take to the streets as a customer service representative regardless of position Originally, these personnel were not professional customer service representatives. In the past month, Hangzhou Hubin Intime in77 has launched its second "Full Service Month", with over 100 employees from various departments including marketing, engineering, and property taking to the streets and shopping malls to experience the daily work of customer experience officers, regardless of their positions. Many senior managers have temporarily put aside their role as regular managers and transformed into grassroots employees to provide frontline services, re experiencing in77's "consumer first" service philosophy. At in77, customer service personnel are referred to as "customer experience officers", which is a unique name that highlights how important customer experience is here. “ During the service month, the customer service center will schedule for us to spend approximately 2 hours a day providing mall services, from 12:00 to 13:30 noon and from 18:00 to 19:00 after work in the evening. ”Luo Xin (pseudonym) from the Planning Department introduced. As novice "customer service personnel", they need to familiarize themselves with some operational points in advance, so participants also need to attend training at least half an hour in advance to understand a series of operating procedures such as commonly used answer phrases and service standards for services. In addition to providing guidance services within the mall, these temporary customer experience officers also take to the streets, collaborate with brand stores, and deliver prepared herbal tea to passing customers and cleaning, maintenance, and other staff. Coincidentally, a group of new flagship stores and flagship stores of in77 have recently opened, attracting many people who may not be able to find their way. Therefore, several service points have been specially set up for temporary experience officers to provide guidance services, with 1-2 people stationed at each service point. During training, customer experience officers will impart customer service skills to these "new customer service personnel" in response to frequently asked questions from customers, including guiding roads, how to check indoor maps, and practicing service etiquette such as smiling, speaking, and gesture guidance. The focus will be on teaching the use of official WeChat indoor navigation and emergency response skills. We will also distribute guidance manuals in advance to let 'newcomers' familiarize themselves with them first. Finally, actively encourage them, boost morale, and give them confidence to take up their posts. “ At the beginning, many female employees were a bit shy, "according to Yang Yang (pseudonym), the customer experience officer in charge of training. When they first tried, the newly appointed experience officers spoke in a relatively quiet voice and only had the courage to say a few key words or lead them directly. However, they quickly got into the right state and were able to provide fans to customers while guiding them for the second time, even chatting with them generously for a few more words. Even new customer service representatives may encounter situations where they need to handle unexpected situations. 7 On the 10th of the month, a customer was about to leave the mall from the in77 B area when they realized their backpack was missing. They immediately sought help from the service guide on that day, who contacted the relevant coordination department to assist in finding it. 10 minutes later, they found the backpack in the women's restroom next to a certain brand store and handed it over to the customer. In Yang Yang's opinion, although they are inexperienced, managers also have advantages: "They are not afraid of the stage, get started quickly, have clear work logic, and can quickly grasp key points." The customer service guide who helped the lost package lady is the head of a human resources department at in77. After learning that the customer's package was lost, they quickly notified multiple departments to help search for it and immediately helped the customer retrieve the lost item. “ If customers remember where they lost their bags, we can find them faster. ” Change roles to become a salesperson In addition to providing guidance, 19 employees from the in77 marketing management center's operations department also experienced a special position - store guide. Moreover, most of the stores visited for the experience choose brands such as Uniqlo and M.A.C., which have relatively high daily foot traffic. At the beginning, I also felt a bit strange about the store. I felt like we were here to supervise the work, and I also had some doubts about whether we could be competent for this job. " In fact, the doubts from the store are not unreasonable - the work that a salesperson needs to do is often more complex than that of a guide: they need to be familiar with the products, learn how to code the goods, learn the cash register system and a series of service processes. For other positions, it is sufficient to arrive 15-30 minutes in advance for training, but if you are going to work as a salesperson in a store, you need to arrive at least 1 hour in advance, and most people even proactively arrive at the store 2 hours in advance to do homework and familiarize themselves with the work. “ After we went, they realized that we were taking this matter seriously. For the operators, it was also a valuable opportunity to reach customers and observe in depth, which would be helpful for improving our operations in the future. ”A participant who has participated in the shopping experience said. “ The job of operation is originally to help the store solve various problems, and it is an important link between the store and the mall. Experiencing it in a front-line store can better help us understand the actual operation of the store, and we can also do a better job in the future. ” This experience has also deepened the understanding and communication between store and mall managers. “ In the past, we used to urge our store information, and if they couldn't submit it on time, they wouldn't understand why it was so slow. Now that I have experienced it myself, I realize that they are very busy, time is squeezed out, and there are many complex tasks that we can't see. So I can be more patient in my work, and in the future, when encountering similar situations, I can better understand them. ” From the perspective of a salesperson, looking at customers, looking at the store, and looking at management, the experience is very different. Yes, understanding customer needs, solving customer problems, and listening to customer feedback are the core objectives of conducting the Full Service Month. Through job rotation experience, everyone can re-examine their work from the fundamental and important perspective of customer service, enhance their understanding of customers, shops, and mall operations. 8 On the afternoon of the 11th, Hubin Yintai in77 held a special award ceremony to recognize 15 high-quality service officers and 1 service department who performed outstandingly during the month of full service. At the event, a service guide was inspired and said, "The theme of this year's All Employee Service Month is' Exciting for You, Service Comes with You '. My understanding of excellence is not limited to business scope, but rather focusing on the needs of every customer and providing real help, which is also a part of making the entire in77 exciting. ”