M3 Unit 3

Sales techniques and good customer service have changed so much that customers are getting the right support they need with the product. In the last few years, Argos did not train its staff to a high level of standard but now it is expected that when a customer directly goes into a store, the staff will do their best to deliver good customer service using knowledge of what they already know about the product. Product knowledge is most essential in customer service as customers may need to know how a product will benefit them and the features it has.
Customer service has never been so important and we have been working hard to put our customers first in everything we do.

Most importantly, we have been listening to customers and we’ve been told that they want to:
- See someone in charge
- Have someone available to help them if they have a problem
- Be treated as a person, by someone engaged and interested in them
- Be made to feel comfortable
- Trust the promises we make
- Leave feeling valued
Argos has developed a set of initiatives aimed at improving the customer service culture in Argos stores. These are just a few of the highlights:
Leadership and coaching
Argos need to develop an effective duty manager presence, where Argos actively watch the service Argos   provide, interact with customers to help them with their visit and seek feedback in order to find ways to improve Argos customer service or to acknowledge that colleagues are doing a great job at Argos. Argos are encouraging the coaching of the teams to involve quick feedback on observations just made or feedback just received from customers and to reply back soon as possible.
Visual Mystery Shopping
Argos has used mystery shop visits as a measure of the customer service for a number of years. Visual mystery shopping is a far more powerful way of looking at Argos themselves when they are serving customers. They provide another excellent opportunity to recognise colleagues’ abilities or to...