ITE COLLEGE CENTRAL

SCHOOL OF BUSINESS & SERVICES

NITEC IN BUSINESS SERVICES

Customer Service Practical 2

Name, NRIC No, Index No

Name, NRIC No, Index No
Name, NRIC No, Index No
Module Lecturer: Mr
CONTENT PAGE

Contents Page

1. Introduction

2. Brief background of the retail/restaurant outlet chosen

3. Service’s culture and beliefs

4. Findings

a. Handling enquiries

b. Communication skills

c. Body language

5. Meeting Expectations

6. Recommendations/suggestions for improvement

7. Conclusion

8. Annexes
1. Introduction

2. Brief background of the retail/restaurant outlet chosen

3. Service’s culture and beliefs

4. Findings
Describe what has done right or wrong in the service delivery displayed by the 2 staff.
Contents should cover the aspects of:

a. Handling enquiries

b. Communication skills

c. Body language

5. Meeting Expectations
Describe how the staff have met customer’s and/or company’s expectations
OR describe how the staff have not met customer’s and/or company’s expectations.

6. Recommendations/suggestions for improvement.

OR highlight how the outlet’s service has excelled as compared to competitors.

7. Conclusion

8. Annexes
Attachment of two (2) “Mystery Customer” Checklists.
Annex A
Mystery Customer Checklist – Retail Store

Store Name: Address:

Day & Date of Visit Time of Visit:

Name and designation of the staff:

Staff’s Personal Grooming Needs Good Excellent

Improv
1 Was the staff’s hair neatly styled? 1 2 3 4 5

2 Did the staff wear well-ironed uniform? 1 2 3 4 5

3 Did the staff wear his/her name tag/badge? 1 2 3 4 5

4 Did the staff wear covered and clean 1 2 3 4 5

shoes?

5 How did you feel about the overall 1 2 3 4 5

appearance of the staff?

Comments:

Staff’s Attitude and Willingness to Assist Needs Good Excellent

Improv
1 Were you promptly greeted by the staff? 1 2 3 4 5

2 Was the staff friendly and professional in 1 2 3 4 5

the greeting?

3 Did the staff approach and offer to assist 1 2 3 4 5

you promptly?

4 Was the staff able to ask appropriate 1 2 3 4 5

questions to understand what you were
looking for?

5 Did the staff offer to help you find/ carry 1 2 3 4 5

the merchandise you were interested in?

Comments:
Staff’s Product/Service Knowledge Needs Good Excellent
Improv
1 Was the staff able to identify the 1 2 3 4 5
merchandise you preferred?

2 Was the staff capable of answering 1 2 3 4 5

your queries such as sizes, availability,
exchange policy, etc.

3 Was the staff able to explain the 1 2 3 4 5

merchandise features and benefits to
you?

4 Was the staff able to make suitable 1 2 3 4 5

merchandise recommendation to you?

Comments:

Point of Sale Service Needs Good Excellent

Improv
1 When sale is confirmed, was the 1 2 3 4 5
staff/cashier able to handle the
transaction and showed
professionalism in handling transaction.
OR
When sale is not confirmed, did the 1 2 3 4 5
staff still remain professional and
polite?

3 Did the staff/cashier end your shopping 1 2 3 4 5

experience on a positive note? Did the
staff thank you?

Comments:

Overall Needs Good Excellent

Improv
1 Was the shopping experience 1 2 3 4 5
enjoyable?

Additional Comments: