On the third week, three of us including me were exchanging department with the other two because of the job rotation.
Customer Service Department
Customers Waiting Area
In Customer Service Department, there is an executive, two managers, and an assistant manager. They are friendly and experienced about solving problems with customers.
Executive (Customer Service Department)
On the first day in Customer Service Department, the manager told us there are only five most significant things to remember which are Bonuslink, Vouchers, Giftcard, Elite Card and Promotions. First of all, Parkson has an alliance with Bonuslink that allows customers to collect points by purchasing Parkson products. The Customer Service Department is for customers to check their points in their account and redeem items or Parkson Vouchers. Secondly, Parkson Vouchers could be categorized into three types which are Gift Voucher, Promotion Voucher, and Discount Voucher. These vouchers have different terms and conditions, and the purpose of distributing these vouchers is to encourage customers to come back and purchase Parkson products as what I learnt from my studies. Third, Giftcard as its name which could be a gift for friends, employees, and others that buying from Parkson. Fourth, Elite Card is also called member card, it has its terms and condition. For example, customers who purchase more than RM 500 in a day in Parkson could apply for the member card which benefits them by getting a 5% discount with purchasing any products in Parkson. Lastly, Promotion is the promotions which called Purchase With Purchase (PWP) and Gift With Purchase (GWP) that Parkson giving benefit for customers, for instance, PWP is when customers purchase RM 150 products in Parkson, they are having the benefit to buy the certain products with 50% discount in Customer Service Department, and GWP is when customers' purchases achieve certain amount, they could collect a free gift from Customer Service Department. And the most most important thing is to be polite with any kind of customers while serving them.
Assisting Distribute Parkson Voucher
In the beginning, I faced a lot of problems that I was not clear with Vouchers' terms and conditions, some of the promotions and processes, I kept asking for help from the manager. I did give incorrect information to customer but luckily I checked with my manager and corrected it before the customer left. From that case, I have learnt that I needed to be exactly clear with the terms and conditions that could avoid unnecessary problems from the customers. Also, there was a mistake that my colleague accidentally gave the wrong voucher to the customer. After that, he needed to pay for the mistake. For instance, the customer's redemption was only a RM 50 voucher but he gave a RM 100 voucher to the customer. So, he had to pay for it. What I have learnt from this is that I need to double check before making any transactions, and also you will pay dearly for what you have done wrongly.
Handsome Colleague Customer Service Supervisor
Two weeks later, I found that serving different kinds of customers is not easy, it was my responsibility to be polite and try my best to solve the problems that customers face as I worked in the service line. Also, there will never be enough staffs to serve customers as the manager has said on the first day because there are a lot of different kinds of problems that appear everyday. I recommended that Parkson adds one more counter to serve customers as it will be more efficient and faster
No comments:
Post a Comment