We began Friday by discussing customer service. Tony asked us what we thought good customer service meant, and what steps we think a Polo specialist takes to please the consumer. Through my experience at The Limited, I knew that the first thing to do is greet the customer in a friendly, welcoming way. It is all about how you approach a customer and how you address them. No individual wants to be greeted by a monotone sales associate who asks how the customer is doing. Tony explained that the next step is to make a connection with the customer whether that connection is as simple as complimenting the clothing he or she is wearing or praising the items they are looking at. By building a connection, consumers feel at ease and may be more willing to ask for help. I also knew that it is important to determine the occasion, in other words, what the customer is shopping for. For instance, if the customer is going on a warm-weather vacation, the Polo specialist may show him fashion bathing suits or perhaps the concept groups Havana Club or Northport. By understanding what the customer is looking for, Polo employees can create additional sales by utilizing life styling. Closing the sale is also imperative. Consumers want to leave feeling satisfied and the Polo specialists want to make incentives and build clientele. We spent the next few hours helping the Polo specialists greet customers and answer any questions that had. We then pulled back stock to fill in the depleted merchandise and ended the day by organizing the pant room.
---Meredith Pugh
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