Customer service

• What is the primary aim of customer service?

  To meet customer expectations
• Why is customer service important?

  It enhances customer satisfaction and loyalty
• What should you do first when a customer asks about dog food allergies?

  Listen to the customer's concerns
• What information should you gather about the dog when responding to the customer's question?

  Age, size, and known allergies
• What should you do after confirming the dog's allergies?

  Show them the aisle with suitable food
• Why is it important to recommend suitable food options?

  To ensure the dog's health and safety
• What is a key tip for handling customer complaints?

  Stay calm and professional
• What should you do when a customer complains without interrupting?

  Listen to the customer's complaint
• What should you do if a customer is extremely angry and upset?

  Express empathy for the situation
• What should you explain to the customer regarding store policies?

  Offer appropriate remedies like refunds
• What does the Equality Act 2010 aim to do?

  Protect individuals from discrimination
• How many protected characteristics does the Equality Act safeguard?

  Nine protected characteristics
• What are the 9 Protected Characteristics under the Equality Act 2010?

  • Age
  • Disability
  • Gender reassignment
  • Marriage and civil partnership
  • Pregnancy and maternity
  • Race
  • Religion or belief
  • Sex
  • Sexual orientation
• Why is it important to understand diverse customer needs?

  To provide tailored and effective service
• What should you do if a customer wants to return a product without a receipt?

  Follow store policy for returns
• How can you assist a visually impaired customer setting up a tank?

  Provide detailed verbal instructions
• What should you do if a customer is upset about the store's return policy?

  Explain the policy clearly and calmly
• What steps should be taken to handle difficult customers?

  1. Express empathy for their situation
  2. Gather information about the issue
  3. Explain store policies
  4. Offer appropriate remedies
  5. Inform a manager if necessary
• How can you overcome customer complaints in a group setting?

  • Discuss potential solutions
  • Role-play scenarios
  • Share experiences and strategies