My Department Stores Customer
Service Policy and Procedure
© Learn For Work
My Department Stores Customer Service Policy and
Procedure
Policy Statement
My Department Stores is committed to providing an exceptional level of service to customers who
engage with the business in person, via phone or via chat.
Providing Customer Service in Person
Customers should be greeted professionally by staff within 1 minute of entering the store or coming
to the attention of the staff member. Staff should collect information from customers about their
needs and expectations and provide them with product and service options.
When providing customer service over the phone, phone calls should be answered within three
rings.
Communicating with customers
Staff should use professional communication skills when communicating with customers.
Use rapport building skills to establish a relationship with the customer Use open,
welcoming body language to encourage the customer to share their concerns
Use active listening skills to ensure the customer feels heard
Speak clearly and professionally
Adjust your speaking to meet the customer’s needs
Supporting customers with special needs
Staff should provide provide assistance to support customers with mobility needs when required.
Other supports offered by staff can include providing information verbally for customers with vision
impairments or providing written information for customers with hearing impairments.
Escalating customer requests or service issues
Staff should request assistance from their supervisor/manager when they cannot respond to the
customers needs or when customers have concerns or problems are encountered.
Provide In-Person Customer Service Procedure
The following steps should be completed when providing customer service to customers in the
store:
1. Greet the customer within 1 minute of entering the store or coming to the attention of the
staff member.
2. Ask questions to encourage the customer to explain their needs
3. Ask questions to clarify or confirm the customer’s needs
4. Ask questions to identify the urgency of the customer’s requests
My Department Stores Customer
Service Policy and Procedure
© Learn For Work
5. Provide information to the customer about their required product or service
6. Ask questions to request feedback on the options suggested
7. When needed, make adjustments to the service being offered to respond to the customer’s
feedback (e.g. offering delivery, providing information about complimentary products or
services, answering questions, etc.)
8. Assist the customer to access the product or service that best meets their needs (e.g.
process the sale, book an appointment, etc.)
9. Advise the customer that they can contact you with any problems, and provide a method of
contacting you (e.g. a phone number or email address)
10. Request feedback from the customer about the service provided to them
11. Document the feedback received from the customer
Proving Customer Service via Chat
Customers are able to contact My Department Stores via live chat to ask questions and request
assistance.
Customer messages must be responded to within 30 seconds of being sent/posted. Information
should be provided succinctly and clearly to customers.
Provide Customer Service via Chat Procedure
The following steps should be completed when providing customer service via chat:
1. Greet the customer within 30 seconds
2. Ask questions to encourage the customer to explain their needs
3. Ask questions to identify the urgency of the customer’s requests
4. Clarify or confirm the customer’s needs
5. Provide information to the customer about their required product or service
6. Ask questions to request feedback on the options suggested
7. Assist the customer to access the product or service that best meets their needs (e.g.
process the sale, book an appointment, etc.)
