MQCS
Hamad AlAjmi - 1109504

MQCS
Hamad AlAjmi - 1109504

VICTORIA’S SECRET
VICTORIA’S SECRET

Contents Business profile and interview 3 Interview With alshaya CS Officer 3 Victoria's Secret Business description 5 Type of Business 6 Location and Number of Employees 6 Ownership Structure 6 Product and Services 8 Levels of Customer Service 11 Customer Profile 12 External customers of Victoria’s Secret 13 Internal Customers 15 Satisfaction of Customers Five Needs 20 Appropriate Market Research 21 Best seller product 21 Product range information 22 Product information and specifications 23 Delivery, warranty and return or cancelation policy 24 Sample promotional materials 24 Management and Leadership qualities 26 Leadership qualities 26 Management skills 27 Position description of CS manager: 31 Types of customer service training 35 Schedule for training 37 Example of customer service training policies 38 Feedback from customers 42 Survey 43 Managing customer service reports 46 Conclusion 47 Referencing 48

Business profile and interview

Interview With alshaya CS Officer

1. What is great customer service in your understanding?
You should always smile and greet the customer with good morning sir / mam or which part of the day it is. After that the query should enter the system for any follow up or feedback. Always make sure the customer ends the call as satisfied as possible.

2. How would you handle an awfully irritated customer?
I understand it’s hard to satisfy all customers but it depends on the customer if he/she is reasonable then I’m sure he/she will end the call satisfied, but If the customer escalates we would send it to the operation team then they will tell us yes or no on matters of refund or exchange.

3. What qualities that you have that makes you appropriate for your