MOOII Customer Service SOP PDF

Style Lola Pty Ltd t/a MOOII 24/501 George St Sydney NSW 2000 Ph: 02 9264 9510...

Style Lola Pty Ltd t/a MOOII 24/501 George St Sydney NSW 2000 Ph: 02 9264 9510 Email: [email protected] MOOII Customer Service Standard Operation Procedures This SOP applies to All MOOII Staffs The purpose of this Customer Service Standard Operating Procedure (SOP) is to provide a clear and standardise set of guidelines for handling customer interactions. We aim to enhance the quality of services offered to our customers, as well as ensuring all customers receive attentive and proficient assistance while fostering a deeper comprehension of our operational priorities. Sales Floor Priorities The followings are the priorities that staff members should serve eithter when working independently or in collaboration with another staff member on sales floor (from 1 to 6, high to lower priorities) 1. Helping customer(s) who is waiting at the counter to make payment. 2. Helping customers who is holding products in their hand/ tray. 3. Helping customers who deem to need assistance. 4. Organisation of Displays. 5. Stock replenishment. 6. Organisation of stocks inside storage drawers and cabinet. Customer Interaction Guidelines When the number of customers in the store is less than 5 or 2 groups. 1. You are required to greet all customers when they come into our store. Approach with a friendly welcome in a positive tone with eye contact to convey openness, such as “hi, how are you?” or “Good [morning/afternoon/evening].” 2. You may leave customers to browse for a few minutes, then approach with “hello, is there anything I can help you with today?”. 3. Provide any assistance to the customer if they require help. 4. If they would simply like to browse around, kindly inform them that you will be available if they require any assistance, such as “No problem, please feel free to let me know if there’s anything I can help you with.” When the number of customers in the store is between 2 to 10 customer and more than 2 groups. 1. You are required to greet all customers when they come into our store. Example as above. 2. You are to identify potential customers within the group and provide service accordingly. 1 © Style Lola P/L 2024  Style Lola Pty Ltd t/a MOOII 24/501 George St Sydney NSW 2000 Ph: 02 9264 9510 Email: [email protected] - Potential customers may be someone who is already holding a product in their hand, you may approach and provide a shopping tray and, “hello, here’s a tray for products, is there anything else I could find for you?” - Potential customers may also be someone who’s searching for specific items, you may approach with “hello, is there anything I can help you with today?” 3. You may leave customers who are browsing/ wondering around for a few minutes, then approach with “hello, is there anything I can help you with today?”. 4. Provide any assistance to the customer if they require help. If they would simply like to browse around (answering with “No it’s ok, I’m just browsing”), kindly inform them that you will be available for assistance, such as “No problem, please feel free to let me know if there’s anything I can help you with.” When there are over 10 and more than 5 groups of customers (working alone) 1. You are required to greet customers when they come into our store. Example as above. A gentle nod or a smile with eye contact is acceptable if the store is too busy. The purpose of the greeting is to make customers feel acknowledged upon entering our store and to inform them about whom to approach for assistance if needed. 2. When working in a busy store on your own, your responsibility is to ensure that all customers are attended to before proceeding to address floor displays and replenish stock. 3. Under any circumstances, you are to prioritise customer at checkout especially when working alone. 4. If you are assisting a customer while seeing another customer ready to check-out, you may kindly ask the customer who needs assistance to wait for a moment, example may be “Apologies, would you mind browsing around for a moment and I’ll be back with you after checking out for the customer at the counter”. When there are over 10 or more than 5 groups of customers (working as a team of 2-3) 1. All staff are required to pay attention to the customers, you are required to greet all customers when they come into our store. Example as above. 2. One staff should consistently focus on assisting customers, while the other staff member may help maintaining the tidiness of the displays and restocking. 3. If there are two or fewer customers waiting for check-out, one staff member can handle the checkout process, while the other can assist with tasks such as acquiring new stock, packing, or restocking. 2 © Style Lola P/L 2024  Style Lola Pty Ltd t/a MOOII 24/501 George St Sydney NSW 2000 Ph: 02 9264 9510 Email: [email protected] 4. If there are three or more customers waiting for checkout, the second register can be opened preferably for card transactions. You may kindly let the customers know by calling “Next waiting paying by card?” 5. In the event of a full store with customers present but no one is waiting at counter for checking out, you can seek customer who may need help and initiate with a greeting, asking, “hello, is there anything I can help you with today?”. As a sales assistant at MOOII, it is essential for you to possess a basic understanding of all products in our store, ensuring a high level of professionalism when assisting customers. Checking- Out Procedures: 1. Greeting “Hi, how are you?”, “Hello! Would that be all for today?” 2. Ask for membership and scan the items. “Are you a member with us?” If yes, (skip to 4) “Can I get your phone number please?” If not, “Would you like to sign up for free today?” 3. “The membership is, for every $100 you spend in the store, there will be a $10 credit for your next purchase.” If yes, “Can I have your first name, Last name, Email and phone number please?” If no, “No problem.” 4. Double check the number of items you scanned and the number of items there are, (be careful with items that does not scan or accidently scanning twice). 5. Let the customer know how much in total. “That will come to ___ dollars in total for today, would you like a bag (for an extra dollar)?” 6. Follow the price list for bags. 3 © Style Lola P/L 2024  Style Lola Pty Ltd t/a MOOII 24/501 George St Sydney NSW 2000 Ph: 02 9264 9510 Email: [email protected] If yes, “That will come to a total of (new amount)” If not, (continue to 7) 7. “Would the be on card or cash for today?” 8. Ask for receipt while customer is paying. “Would you like your receipt for today?” 9. Thank you, Have a great day! Customers Complaints Please be familiar with our Refund Policy, printed copy can be found at the counter, also stated on our website (https://www.mooiisydney.com/terms-and-conditions ) When dealing with customer complaint, you are required to get an understanding of the situation from the customer, you may explain our store policy, (there is a printed return policy at the counter). Then examine the condition of the returning item. Faulty product: 1. When customer brings in a faulty product. Please follow our policy and check for receipts (proof of purchase) and date of purchase. 2. If the item is repairable, you may offer customer to repair and pick up time/ date. 3. If the item cannot be repaired, offer exchange first, then store credit. 4. If customer insist on getting a refund, please ask your DM to process the refund for the customer. Change of Mind: 1. When customer has a change of mind. Please follow our policy and check for receipts (proof of purchase) and date of purchase. 2. If the item is at its original condition (check for package, smell, cleanliness etc.) 3. You may offer exchange first, then store credit. 4. If customer is aggressive and insist in getting a refund, please kindly let them know that we may need time to examine the situation and ask your DM for assistance. Exchanging items: 1. When customer has a change of mind and requests for an exchange. Please follow our policy and check for receipts (proof of purchase) and date of purchase. 2. If the item is at its original condition (check for package, smell, cleanliness etc.) 3. You may offer them exchange. 4 © Style Lola P/L 2024  Style Lola Pty Ltd t/a MOOII 24/501 George St Sydney NSW 2000 Ph: 02 9264 9510 Email: [email protected] 4. If the exchanged item is cheaper than original purchase, we offer store credit instead of refund. 5. Please follow our Store credit notes through the following. - Reason for store credit. Whether it is exchanging from a broken item, difference in price from exchanging items, or returning items. - your name and the date - offer customer to take a photo of their account with the notes so they feel assured of the store credit (especially for newer customers) - let them know there is no time limit and store credit can be used to purchase any items in store - if they are returning any giftware or software make sure to ask your duty manager to add the number to inventory (we need to maintain inventory number) MOOII Return Policy: Products purchased from MOOII may be exchanged within 28 days of the receipt of the goods. The buyer will be responsible for the postage of the return. MOOII will not be responsible for the non delivery, loss in transit of any return items. Items can also be exchanged at MOOII Store. A copy of the purchase receipt is needed when making exchange. When making exchange, Items must be in their original packaging and condition. We will not accept returns for items that are stained, washed, scrunched up, wrinkled or otherwise look like they are not new and in their original condition. MOOII does not provide return or refunds for change of mind. Price Match: When customer requests for a price match with the MOOII website. 1. There will be a $9 shipping fee for purchases under $80. 2. If our online price (+$9 shipping fee) is still lower than in store purchase, you may price match for the customer with NO Membership. When customer requests for a price match on giftware or soft toys with other websites. 1. Check if the website is Australian based. 2. Check if they have stock available. 3. Check if there is shipping fee (simply add to cart, fill in address and other details) 4. If the overall price is within 10% difference to our price marked, we may price match after checking with DM. 5 © Style Lola P/L 2024  Style Lola Pty Ltd t/a MOOII 24/501 George St Sydney NSW 2000 Ph: 02 9264 9510 Email: [email protected] Display item for sale: When the customer wants to buy the last piece of an item (display item) with a discounted price. A few common situations are listed below: 1. If there are stains on soft toys, you may offer to clean for the customer after making payment and ask them to come back to pick up the next day. If we are unable to clean it for them, but they insist on buying, you may offer a 10% discount. 2. If there are fingerprints or minor issue with the sunglasses, you may offer a complimentary pouch (worth of $2). 3. If there are scratches on sunglasses that cannot be cleaned, you may offer a 15% discount. 4. If there are stains or scratches on ZUNY items that cannot be cleaned, you may offer a 5% discount. Please note that all discounts’ items are not refundable, does not count towards membership and should be approved by DM before purchasing. 6 © Style Lola P/L 2024