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Write a set of customer service guidelines to be included in the staff manual of a large supermarket - Junior Cycle English - Question 1 - 2015
Question 1
Write a set of customer service guidelines to be included in the staff manual of a large supermarket. The guidelines should outline, in a clear manner, how staff sho... show full transcript
Worked Solution & Example Answer:Write a set of customer service guidelines to be included in the staff manual of a large supermarket - Junior Cycle English - Question 1 - 2015
Step 1
Guideline for Staff Presentation
Answer
Staff members should always present themselves in a professional manner. This includes wearing the designated uniform neatly, maintaining personal hygiene, and displaying a friendly demeanor. A name badge should be worn at all times for easy identification.
Step 2
Guideline for Interacting with Customers
Answer
Staff should greet customers as they enter the store and offer assistance. Eye contact, a warm smile, and a polite tone are essential in creating a welcoming atmosphere. Listening actively to customer inquiries demonstrates engagement and respect.
Step 3
Guideline for Responding to Complaints
Answer
In the event of a customer complaint, staff should remain calm and listen attentively to the customer's concerns without interruption. Using phrases like 'I understand your frustration' can help validate the customer's feelings. It is important to apologize for any inconvenience and assure the customer that their issue will be addressed promptly. If needed, involve a supervisor for further assistance.