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#ShopfloorEngage Favourites | 12.04.19

Welcome back to your weekly dose of #ShopfloorEngage favourites! This week we have selected a conversation from Hobbycraft Hereford which is a great example of some good customer service.

The customer, Kelly, has reached out to her local store to enquire about the stock of Cricut products. Kelly has also mentioned that she has recently ordered a Cricut machine.

Hobbycraft Hereford have responded promptly within the same day and have ensured to share an image with the customer showing all the products that they currently have in-store.

Hereford have also asked the customer what she is planning to make with the Cricut, this is great as it shows the store are attempting to build a relationship with the customer and encourage further engagement.

The customer has also mentioned that she is waiting for her Cricut machine to be delivered to store. Store colleague, Abi, has ensured to keep the customer updated and has contacted her when her machine arrived in the store. This is great!

Why is this a #ShopfloorEngage favourite conversation?

  • Good use of personal sign-offs throughout the conversation from store colleague Abi.

  • Good use of questions to encourage engagement with the customer.

  • Good customer service by ensuring to reach out to the customer when their order arrived in store for them to collect.

  • Good response time, the initial conversation developed over a 1 day period. Hereford then reached out to the customer a couple of days later to let them know that their order had arrived in store.

Too find out more about ShopfloorEngage, check out some of our other blogposts and website.

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