2.5 Handling customer inquiries and discounts

2. CUSTOMER SERVICE

Ensure inquires and discounts are handled according to Bateel policy and to provide the best service to all customers

Scope:

Related Documents:

2.5 Handling customer inquiries and discounts

Handling of special customer and corporate requests:

 Special requests should be forwarded to the Boutique Manager.

 If the Boutique Manager is not available, the request needs to be written down to ensure that all details are included.

 Requests need to be handled as soon as customers ask.

 The Boutique M anager needs to take responsibility for the customer’s request and follow up with the departments concerned.  The customer needs to be informed about all steps taken and exact deadlines. In case of delay, the customer needs to be informed about it.

Handling of loyal customers eligible for discounts:

 Greet the customer, as per company greeting standards, always with a smile while maintaining eye contact.

 Loyal customers should be greeted by their names.

“Mr. Ahmed , nice to see you again/welcome back to our Boutique, h ow may I help you today?”  If the team does not recognize the customer who is eligible for a discount, the team member should politely ask the customer if he/she has an account in a different Bateel Boutique. The Sales Associate needs to politely request that he/ser provide the mobile number or account name.

“May I have your mobile number or account name?”

 The Sales A ssociate needs to verify the customer’s information in the system .

 After verification of customer account details (customer’s name, system code number, and discount), the information needs to be shared with the customer before applying the discount as detailed below:

Value of Goods

Discount %

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AED 5,000

5%

AED 10,001 – 20,000 AED 20,001 - 30,000 AED 30,001 – Above

10% 15% 20%

 The customer should be informed that the discount is applicable based on purchases registered in the customer current account within the last 36 months.

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