We have applied the Mystery Shopping service, monitored the Ringoo retail chain stores all over the state, and conducted training on the subject of customer-oriented approach.
Ringoo is a trading network of electronics supermarkets in Eastern Europe founded in 2007. The chain is represented in 22 regions of the country and has 145 outlets.
Success story “WELCOMING SERVICE”
“We are pleased to cooperate with 4Service, as we admit constant growth and change for the better. This applies to the software, website, and quality of reports.
These factors make us come back for the services again. To be honest, we booked test visits from other service companies, whereafter we came to the conclusion that 4Service is a leader in its niche.”
We have implemented the services:
- Mystery shopper
- Ringoo chain stores monitoring all over the country
- Training on the topic: “Client-oriented approach”
Kolomiets Alyona
Deputy HR Director for Training
Achievement:
- Compliance with staff service standards
- Increasing customer loyalty according to feedback analysis
- Implementation of employee training system
- Updating regulations and standards of customer service
- Introducing new approaches to selling products and identifying customer needs
Kolomiets Alyona
Deputy HR Director for Training
About the Client
The first ringoo store was opened in 2007. The retail store chain is represented in 22 regions of the state and includes 145 shopping units in 79 cities.
About customer
- We are easy to recognize: we are black and green.
- We are honest with our customers. There are only certified products on our shelves. Our prices and offers do not contain hidden conditions.
- Long-term relationship with customers is our target. We will demonstrate how to use and configure your smartphone or tablet right in the store. We offer additional warranty and insurance for all purchases. It is important for us that you come back again!
- Even more benefits of shopping with us. Only in our chain customers get points for all purchases under the ‘Personal Account’ program — the most high-volume and successful loyalty program in the country.
Target 1
Long term relationship — our main goal.
Target 2
It is very important for us that customers are satisfied, and they come back again.
Target 3
We aim not only to meet customer expectations but also exceed them.
Target 4
Changing attitude and staff service model on the principle ‘A client is a guest’.
START
- Provide the top-level service.
- See ringoo stores through clients’ eyes.
- Active operating of a new service level “Electronic catalog” and elimination problems when using it. If there are no devices on display, then a sales assistant may offer to order a model from electronic catalog, consulting on all technical specifications and functions.
- Use motivation “to”, not “from”. Using ‘Mystery Shopping’ results to encourage sales assistants, but not to demotivate them.
Solution
One of the ways to achieve challenges was implementation of the “Mystery shopper” service
- This is an important point in building communication with the staff, identifying weaknesses for prompt application of appropriate measures.
- The ‘Mystery Shopper’ service provides an opportunity to obtain objective information on complying with the service standards.
Solution
Create multiple channels of communication
which are developing dynamically, allow responding to Guest requests and wishes in a real time mode, improving faster:
- HOT LINE CUSTOMER SUPPORT;
- ACTIVE GROUPS IN SOCIAL NETWORKS;
- CUSTOMER BOOK OF COMMENTS AND OFFERS;
- DIRECT E-MAIL.
Solution
Changing attitude to clients, visitors, buyers.
For us — they are Guests
When a person enters the ringoo store, he is being treated as the most-anticipated guest.
Solution
Affection is more important than pursuing the standards
Changing the standards basing on results of the Mystery shopper reports in favor of the seller’s situational reaction, individual approach and emotional service.
Solution
Using efforts to remedy problems of poor use of a new service “E-catalogue”
(sales assistant did not understand the benefits of its use and could not explain
advantages). Additional employee training was carried out.
CREATE YOUR SUCCESS STORY WITH 4SERVICE
