Clara Picod

                                           22 February 2022

                                                Final Project








A customer service strategy is a plan of action to deliver the standard of customer care you strive for, including the process and methods used to achieve that level of customer support. Developing practical strategies to improve customer service quality leads to increased engagement and higher levels of trust in your brand. In turn, that means more customers who are happy using your product or service and a loyal customer following. To reach the best customer service it's really important to understand customers' needs. To build an effective customer service strategy the first step is to define your vision for customer service. It means having a guideline after a set goal achievable. To offer the best customers experience it’s important to understand customers need to adjust your service improve it continually. Seek customers service is a really good way to do it. For that there is many tools to use. There are many ways to collect feedback from customers : email, call, social media, survey, product review … It’s also really important to build an effective strategy customers loyalty to enhance customers loyalty by seting rewards ,offering discount referral programme. The behavior of the staff is also one of the key to have a good custemers service. To work on the attitude to get a professionalism attitude, courteous, the knowledge … The communication as well is to  give a hight level of service the communication is not only by speacking but also attitude, body language, eyes contact

      Ma first contact whit Gymshark was last years, I’m became interested in this brand because it’s present a lot in the social media. The influencer in Instagram, in Youtube talk about this brand and their values. Out of curiosity, I went to their site and I immediately hooked up with the design and the pictures of the site because It was the influencers who recommended that I visit the site on the cover. After finding the items I wanted to buy, it ss necessary to choose its size which helped me to be on the size of the clothes I was going to order is the size guide very well done. A few days after my package arrived but I’m little be surprised because packaging was made of plastic. As soon as I got the clothes, I wanted to test them at the gym. As soon as I got the clothes, I wanted to test them at the gym. After testing al my clothes, I realized that some had slightly worse quality than others. One leggings of my order isn’t squat proof, which is disappointing because the other two are.

        The approach of this brand most used are partnerships on social networks which allows the brand to center there are of influence. The involvement of influencers was the launch center of the brand , which transformed the influencers who launched the brand into “Gymshark athletes”. These ambassadors have “created a natural plea and a genuine affinity for clothing”. ( Gilliland, N. Econsultancy, 27 th February 2019) The most striking on their marketing strategy in the sense of implications it manages to give customers when visiting the site. The feeling of involvement supported during the promotion of the clothes by the influencers is also present when we go to the site because it is the athletes Gymshark who are present on the shoot. “The ultimate goal of customer services is to create customers loyalty.” (P11) This is what the brand has done very well because in general, when someone is loyal to an influencer, the person is faithful to the brand he represents. The size guide on the site is the best I’ve ever seen. Most of the time, the letter of the size is not enough for the customers because every company have a proper size. For example, the measurements are indicated in 3 points waist, hips, inside leg for the leggings. The packaging for sending clothes is made of plastic. The plastic packaging is one of the most poleters in the planet “1,542T in 2016, in Canada”. (Yakobowski, S. Parlement du Canada, 22 nd November 2019) Gymshark is a big brand whit a big influence in the fitness world so it would be change the provenance of the materials. It could become more ecological. The quality of the clothes is really good but for the leggings not all squat proof which is unpleasant considering the price. So for many leggings, the quality doesn’t have a high quality. For the first problem with the packaging, it can ask the people to return packaging or change plastic packaging to fabric packaging. They are so many options for use ecological package like the algae or the bioplastic. “With global sales of activewear predicted to reach $567 billion by 2024” ( Gilliland, N .Econsultancy, 27 th February 2019), the brand could be create by themself an alternative to the plastic. The second improvements, I can give to the brand is change the type of fabric used for lower quality leggings to use the same fabrics as leggings with higher quality.



“The Components of a Model for Improvement”



We are gonna take the example of Sephora who is a famous makeup shop. 

There is a member of the staff who stands at the enter of the shopto say  words of greeting to the customers. Also this person will ask the request of the customers. As well the staff wear a uniform. To create a reel relation with the customers the customers can be make up by the staff. So the staff can really know the customers. 

An other company that we can take as an example of the model of improvement of  greetings is Toyota. It is a japanese brand of car. They have files for each customers  so that they can have all the information for each customers. They have a hight quality of serving they take the time to talk with customers offers them coffee if they want. As well sailors wear costum it show proffessionalism.


  •         I don’t know what exactly a specific industry I would most likely work in but I have some ideas. I would like to open my own business. Even though currently I don’t have clear idea on what my business would be on I have some ideas that i keep in mind as open a coffee or a guest's house. My project for the few years coming is to continue getting experience in the customers service. I don’t want to keep focus on specific area on the customers service. I’m currently working in a cafe in Vancouver name’s D’oro cofe. To get this job who is my first job in the customers service I submit my resume in person in a lot of coffee. After that to show my interest I also sended email to the managers to the coffee. I plan to work in the hostelry in France my target is the company Elior which is a big company in France for the hostelry. To get this job I have submit my resume in person or online it’s importante to check the new opportunity of job every days on the company website. After that i  have to be well prepared for interviews. it’s all about showing the good attitude, to show my professionalism, the team spirit also to show that my values match with the company. The last things is to show confidence that with my baguage i can handle any situation in the front desk post. 



  •          Customer service refers to the assistance an organization offers to its customers before or after they buy or use products or services. Customer service includes actions such as offering product suggestions, troubleshooting issues and complaints, or responding to general questions. The interaction between the customers and the service provider can be defined as the moment of truth. The moment of truth is the interaction that can leave a lasting positive or negative impression on a customer. The service provider has to give a good image of the brand by giving a good service for the customers. I learned from the program that to offer a good service quality it’s all about embodying the good attitude : to be professional, team player, organized, and polite. In those interpersonal skills the communication is also really important. The communication is not only with the language but also the body language, the eyes contact …  Good listening is also a skill really important to communicate properly with the customers and the staff. All those skills are useless to reach customer satisfaction. To keep the customers satisfied it’s really important to know how to deal with the customer’s complaining. Because it’s important to deal with all situations with customers to find a solution for it.  In the selling the knowledge of your product is really importante. As the area of service custemers use a lot of tools that are mainly technology tools it’s important to know how to use them.



References

    

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