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Customers should always leave stores satisfied about the items they have purchases. Retailers should focus on customer service principles that is provided by the business. I strongly believe that employees should satisfy customers needs to be able to keep a happy customer. There are things that I feel management should teach workers so that they are able to provide me with what I want for instance: to always make me feel welcome when entering the store as well as shopping throughout the store, show interest to get to learn what the I need, know about the product that I am putting interest into buying and being able to explain why it is beneficial to me, show support in my decision making, being able to solve issues and doubts about the product that I am considering buying and letting me know that I’ve made a good choice in the product that I am purchasing. A pleasant shopping experience that I experienced, employees were always very polite, hardworking and courteous.
Personally, a perfect shopping experience in which I encountered happened at a Lane Bryant store. The employees provided me with all the assistance that I needed. When entering Lane Bryant I was greeted politely and asked if I needed any help finding anything. At the time I didn’t know exactly where to start, however the employee still assisted me. She asked me if there was a specific type of event that I was attending. She listened to my response being yes, I will be attend a wedding and a two day vacation in New Orleans. The retailer took my measurements and got me the outfits, under garments, jewelry and shoes that I needed so that I was comfortable and still felt beautiful. What made this experience a perfect on was that the sales person listened, responded to me, had patience and helped me when I didn’t like something, she understood my style, she was courteous and treated me with respect and care.
I also appreciated how the staff worked as a team and focused on the customers they were helping. I strongly live by the saying team work makes a dream work. Sometimes in order to get things done efficiently and productively staff have to work as a unit but still independently. Not all shopping experiences are “perfect.” Not all team members are polite and welcoming. An unpleasant shopping experience which I encountered happened at a Forever 21 retail store. When entering the store I wasn’t greeted by the employees. Therefore I proceeded to do my shopping. Forever 21 is a big retail store things tend to be difficult to find. Much after not being able to find the items I was searching for I asked the employee closest to my location where to find items.
She had to question be 2 different times what I was searching for which made me feel like I wasn’t being listened to. Instead of her walking me to where the items would be she pointed me in the direction. When going to another employee asking for the same items because I was still unable to find them she was very impatience and was rude. Personally I live by the motto to never allow my feelings or emotions interfere with my work ethic and how I treat customers. I just left the store because not getting the proper assistance that the employee signed up to do made me a bit aggravated.
In conclusion, to make this unpleasant shopping experience, a much better one the employees should have treated me with politeness and patience. I think that is a employee is having a bad day that he or she should ask the supervisor for a break to cool down. They should never allow emotions come in the way of how they treat customers. Word of mouth spread really fast a bad review on a company can cause lost of customers. All employees should always live by the principles set when in their work place.
Duties and Responsibilities of an Assistant Manager in a Clothing Retail
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6 Very Effective Principles to Improve Your Customer Service & Make Your Clients Happy (Links to an external site.) – Vandelay Design. (2013, September 16). Retrieved January 30, 2015, from http://www.vandelaydesign.com/customer-service/
Getting to ‘Wow’: Consumers Describe What Makes a Great Shopping Experience – [email protected] (n.d.). Retrieved January 31, 2015, from http://knowledge.wharton.upenn.edu/article/getting-to-wow-consumers-describe-what-makes-a-great-shopping-experience/