AT THE CUSTOMER SERVICE DESK

Because I covered most of my retail experience abroad I somehow still feel we are way behind when it comes to customer service compared to the service catered to customers abroad. Whenever I go for shopping the lack in the service part, whether small or big, catches my eye immediately and due to some instinct within me I tend to bring it to the notice of the manager who as in most cases appears to take the suggestions with a chocolate smile on his face, but rarely puts it in practise as you end up seeing the same think in your next visit. The best department to judge this is at any customer service desk inside the store. What I have noticed is people here tend to work very mechanically or tend to showcase a very trendy and sophisticated atmosphere, but when you interact with them they will be equivalent to a roadside vendor. To be very specific, when I meant mechanical means at most of the desk they have a signage stating exchange timing 10 am to 4pm or 6pm and no exchanges on Sundays and no refunds and exchange on undergarments, etc. because the policy says so, and hence if a customer comes for an exchange on a weekday when there is not much crowd around 6pm the staff will coolly say, “sorry we do not entertain exchange after 6pm”, without even understanding the fact that the same applies only if there is a crowd at the desk and one is helpless to entertain the same. This is what I meant by working mechanically. I have noticed that most of them place the board reading “May I Help You” but not in a position to help you or entertain you when the need arises. I am sure you all must have experienced the same. The real reason is that no one has been really made to understand what and how important this desk is and why and how will one benefit if they take this activity behind the desk very seriously. According to me one should never post anything negative at the customer service desk as it gives a very wrong image of the store and its people.

A customer service desk is situated mostly near the entrance to the store. As the name suggests customer service desk is a department where all the doubts, enquiries, and problems of the customers are answered or solved. The customer service in-charge should be well updated with all the activities happening within the store. He should also be aware of all the departments within the store and the products that are available within the store. He should also be thorough with all the company and store policies. He should also be aware of the system software, and other processes within the store.

Various processes are handled by this department. All the goods returned by customers, exchanges of products, selling of gift vouchers, providing gift wrapping service, store announcements and paging, attending calls, handling of damage goods returned by customers, lost and found products, customer feedback process handling and emergencies are taken care at the customer service desk. They are also responsible directly or indirectly for handling the baggage counter wherein customers coming to shop in the store would prefer to keep their bags, other items in this counter until they finish their shopping. Hence they are also responsible to handle unclaimed baggage in this counter. The members at the customer service desk need to be thorough with the procedures while handling all these processes mentioned.

Hence the team should be very efficient to handle any such problem and take action efficiently. They also keep a track of all the daily activities occurring at the desk in a register. Registers are maintained to keep track of returns and exchanges, to issue gift vouchers that are issued from the desk to all such customers who wish to buy the same. According to me it’s a very happening place as you will come across various types of customers and in the process get to learn a lot from them. When at the desk it is very important for one to understand the need of the customer, and serve the customer as per his convenience and not vice-versa. Maximum effort needs to be maintained to ensure that the customer leaves the desk happily without any problem. The service provided at the customer service desk shows the work professionalism of the store and the service interest the store shows. The team managing the customer service desk should be very energetic, helpful and should have lots of patience and every time portrait a positive attitude towards customers.