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  • BEING BRILLIANT WITH OUR CUSTOMERS

  • Being BRILLIANT with our CUSTOMERS Being brilliant is all about wanting to do things better, constantly improving, never settling for average! This not only sums up brilliance but also our philosophy at Joules wanting to do things differently, to surprise our Customers, to continually innovate in everything we do! So that this thinking becomes a way of life, we have created our Being Brilliant with our Customers training programme four modules designed to establish:- 1. The lifestyle service we provide and the delivery of

    our Customers needs 2. The sharing of brilliant product knowledge 3. The expertise on how to outfit build with confidence 4. The skills needed to sell with brilliance

  • We need to have a very clear proposition of our service values and their consistent delivery

    To have a real understanding

    of our Customers and their lifestyles

    1

    Your thoughts on how we can deliver BRILLIANT service

  • As a lifestyle brand, its vital that we not only

    have passion for our products but a complete

    knowledge of them

    2

    Your thoughts on how we can deliver BRILLIANT service

  • To detail how critical it is for

    a sales/service advisor to enhance their

    visual/looking capabilities

    3

    Your thoughts on how we can deliver BRILLIANT service

  • Give me the confidence to know that Im

    suggesting the right outfits and products

    to Customers

    3

    Your thoughts on how we can deliver BRILLIANT service

  • 4

    To provide us with the verbal skills that will support

    conversations with our Customers to show them we

    know our stuff!

    Your thoughts on how we can deliver BRILLIANT service

  • Keeping the Customer is at the heart of everything we do

    and this new training initiative has been created to help us always

    make this a No:1 aim for everyone in the business

    - but especially for the team who meet and talk

    to our Customers everyday!

  • Lifestyle & Designer

    Customer service

    To realise Customers have really busy lives and that retailers need to help them

    make easy choices especially under one roof!

    To identify that Customers are wanting more, have higher expectations during their shopping

    experience to define these expectations!

    To demonstrate through their service style, the 4 different retailer types and identify clearly

    the Joules service proposition from this analysis subsequently what this looks/feels like !

    Focus on where we are now with service identify where we can become more

    brilliant and dynamic!

    To define the complete service journey start to finish and entrance to exit!

    Module Objectives

    1

  • Lifestyle & Designer Customer service To realise Customers have really busy lives and that retailers need to help them

    make easy choices especially under one roof!

    Our society is at a turning point:

    we are actually starting to slow

    down - making more considered

    decisions

    Customers are looking for more

    authenticity and honesty in their

    shopping experiences and for true,

    sincere service

    Retailers will need to prepare for

    major changes in this shopping

    behaviour

    Customers now want unique

    experiences with their chosen

    brands that evoke a strong sense

    of fulfillment, lifestyle

    acknowledgement, innovation

    and great quality

  • Lifestyle & Designer Customer service To identify that Customers are wanting more, have higher expectations during

    their shopping experience to define these expectations!

    Making Customers feel

    very special will be the

    key to success

    The business in every

    area needs to have

    a burning desire

    for brilliant

    Customer service

    We must become

    a totally Customer

    focused business

    Everyone, from the top

    down must remember

    that they work for the

    Customer

  • THE 4 DIFFERENT

    RETAILER TYPES

  • Lifestyle & Designer Customer service To demonstrate through their service style, the 4 different retailer types and identify clearly

    the Joules service proposition from this analysis subsequently what this looks/feels like!

  • Lifestyle & Designer Customer service To demonstrate through their service style, the 4 different retailer types and identify clearly

    the Joules service proposition from this analysis subsequently what this looks/feels like!

    Budget

    High Street

    Lifestyle

    Designer

  • Lifestyle & Designer Customer service To demonstrate through their service style, the 4 different retailer types and identify clearly

    the Joules service proposition from this analysis subsequently what this looks/feels like!

    Family

  • Lifestyle & Designer Customer service To demonstrate through their service style, the 4 different retailer types and identify clearly

    the Joules service proposition from this analysis subsequently what this looks/feels like!

  • Lifestyle & Designer Customer service To demonstrate through their service style, the 4 different retailer types and identify clearly

    the Joules service proposition from this analysis subsequently what this looks/feels like!

    Budget High Street

    Lifestyle

    Designer

    KIA

    FORD

    FERRARI

    VW

  • Lifestyle & Designer Customer service To demonstrate through their service style, the 4 different retailer types and identify clearly

    the Joules service proposition from this analysis subsequently what this looks/feels like!

    Budget

    High Street Lifestyle

    Designer

    Credit Union

  • Budget Customer Service

    Self service

    No offer of help

    No product knowledge

    Low staffing levels no greeting

    No interaction on the sales floor

    No person to person interaction at the cash desk & fitting room

    Long queues to pay

  • High Street Customer Service

    Self service

    No greeting

    Limited product knowledge

    Staff can generally locate product on the sales floor

    More friendly service at the cash desk & fitting rooms

    Generally a good returns policy

    Still experience long queues to pay limited staff in this area

  • Lifestyle Customer Service

    Brand look team

    Product training given regularly

    to the sales team

    Advised to greet/help/inform

    the Customer where necessary

    A more professional/caring

    fitting room & cash desk

    experience

    Observant, thoughtful attitude

    towards the Customer

    Lack of queues

    - apology if there is!

    Reassuring returns/aftercare

    policy

  • Designer Customer Service

    1 to 1 personal service

    Fantastic product knowledge

    from the Sales Consultants

    Brilliant at outfit styling/suggestion

    Professional/personal experience

    at the cash desk & fitting room

    Beautiful branded packaging

    A passionate/emotional shopping

    experience