Asking about supermarket service list

Just go to Baidu Library and download the management case manual, which contains many service cases.

Case manual of supermarket management

catalogue

general run of things

Case 1: Handling case of customer's complaint that "Chen Guang yogurt has flies"

Case 2: Customer complaints caused by Vantage cooker explosion

Case 3: Monkey Tide

Case 4: Slate Oil

Case 5: Soymilk

Case 6: Examination

Case 7: Promoters unpack and add more goods.

Case 8: "Lost" DVD Player

Case 9: the "warrior" who grabbed the coke.

Case 10: shrinking gold earrings

Case 1 1: currency exchange of game machines.

Case 12: "Managing" people

Case 13: Just a small towel.

Case 14: the pain of measuring scale

Case 15: Good Partner

Case 16: The child died tragically, and the supermarket mother was in great pain.

Case 17: problem vegetables

Business case

Case 1: promotion and customers

Case 2: Serve like this.

Case 3: Comment Card

Case 4: Do you know I'm waiting for you?

Case 5: Letter of commendation

Case 6: A broken chair

Case 7: Unpleasant card purchase experience

Case 8: buying an umbrella storm

Case 9: Pleasant shoe buying experience

Case 10: Tips

Case 1 1: "Sick"

Case 12: a red wine bag

Case 13: assembly event

Case 14: Pure Oil and Blended Oil

Case 15: Complaint caused by "Children Falling"

Case 16: purchasing "unified fresh orange duo"

Case 17: I came to buy things at eight o'clock in the morning and haven't left at four o'clock in the afternoon.

Case 18: helping customers enthusiastically

Case 19: Promoters compete with customers for shopping carts.

Case 20: Maintenance of Hot Water Bottle

Case 2 1: irreplaceable rice cooker

Case 22: The service here is better.

Case 23: Service Failure

Case 24: A pair of "Mulinsen" leather shoes with rotten soles.

Case 25: The cost of repairing sheep after death

Case 26: Table Repair

Case 27: "Yesterday's TV was really interesting ..."

Case 28: "As long as you are satisfied"

Case 29: Red Complaint

Case 30: Sell yourself first.

Case 3 1: Storing the package card leads to

Case 32: Please communicate well before committing.

Case 33: Lottery

Case 34: Sweater

Case 35: Bad air conditioning fan

Case 36: For customers.

Case 37: Better said than done-isn't the service of "hot before cold" good?

Case 38: Shoes with Wings

Case 39: "What if the box falls?"

Case 40: Beer Show

Case 4 1: a roast duck

Case 42: Bread and bristles

Case 43: Treat guests

Case 44: "Golden Pig"

Case 45: Pastry with insects

Case 46: Fish with separated flesh and blood

Case 47: Enlightenment of a pair of shoes

Case 48: Dead beef

Case 49: Buying Oil

Case 50: A product has three prices.

Case 5 1: prepared and orderly shopping

Case 52: Problems caused by a poster

Case 53:/kloc-How much is 0/00 Jin of beef worth?

Case 54: Clothes with holes

Case 55: Fresh meat reduction

Case 56: Buy durian

Case 57: Ice cream incident

Case 58: Monopterus albus and snake

Case 59: Buying shoes

Case 60: One customer and two promotions

Case 6 1: a pair of leather shoes one size smaller.

Case 62: Candy giveaway

Case 63: "Model pacesetter" on "Demonstration Post"

Case 64: "Greedy" Promoter

Case 65: Shoes of Different Sizes

Case 66: "Value-for-money" Cattle Chef Golden Needle Fish

Case 67: Buy paper towels

Case 68: Littering paper scraps

Case 69: Did you do Intensive Cultivation?

Case 70: Promotion failed.

Case 7 1: enthusiastic neighbors

Case 72: The Language Art of "Turning an Arms into a Jade Silk"

Cashier case

Case 1: cashier scene

Case 2: "unruly" customers

Case 3: Unusable Discount Card

Case 4: Different Red Fuji

Case 5: Two foreigners

Case 6: Customer complaints caused by cashier's work mistakes

Case 7: Embarrassed Encounter

Case 8: "Who stole my things?"

Case 9: Ten yuan.

Case 10: exquisite cashier

Loss prevention case

Case 1: Why is she crying?

Case 2: Ice cream

Case 3: Handling of customer complaints caused by false positives

Case 4: Rough Loss Prevention Officer

Case 5: Zhao Nvshi burst into tears.

Case 6: Our Good Partner

Case 7: Deadly complimentary wine

Case 8: Stay calm in the chaos

Case 9: Miss Damage Prevention Officer, you have worked hard, but don't forget your image!

general run of things

Service attitude and service quality

Case 1: Case of handling customer complaints about "Chen Guang yogurt has flies" (successful case of handling customer complaints)

One day, in a shopping plaza, the customer service center received a customer complaint. The customer said that there were flies in the "Chen Guang" yogurt bought in my supermarket. The content of the complaint is roughly as follows: After the customer Miss Li bought yogurt in our supermarket, she immediately went to the restaurant for dinner. After dinner, Miss Li took out yogurt and let the children drink it. When chatting with friends, she suddenly heard the child shout, "Mom, there are flies here." Miss Li looked for fame and saw a fly in the yogurt box that the child was drinking (the yogurt box had been torn open by the child's hand at that time). Miss Li was furious at that time and took her children to the supermarket to complain. Just then, a manager on duty saw it and came over and said, "Since you said there is a problem, take the child to the hospital. We will be responsible for the problem! " When the customer heard this, he added fuel to the fire and shouted, "Are you responsible? Ok, now I'll let you eat 10 flies. I'll take you to the hospital for examination. Do you want me to be responsible? " As he spoke, he shouted in the supermarket and kept saying that he would go to the Consumers Association to complain, which caused many customers to watch.

After hearing this, the person in charge of the customer service center of the shopping plaza immediately came to handle it, quickly asked the manager on duty to leave, invited the customers to the office to talk, and patiently asked what had happened while apologizing. Key points of inquiry: 1, where the flies were found (determine the sanitary condition of the restaurant); 2. Ensure that the yogurt box is in a torn state, not a closed state with a straw inserted; 3. Confirm that the fly was discovered by the child first, and the adult was not present; 4. Is there any similar situation before buying "Chen Guang" milk? After understanding the situation, the supermarket put forward suggestions, but because the customers were always worried that the manager on duty would "deal with it if there were any problems", they refused to accept our apologies and suggestions, and the conversation was deadlocked for more than two hours, still without results. Finally, the person in charge of the supermarket had to ask the customer to leave his contact number and propose to negotiate with him next time.

The next day, the person in charge of the supermarket called the customer and told us that the supermarket had contacted Chen Guang Milk Company, hoping to invite the customer to visit Chen Guang Milk Factory (the whole process of production-packaging-inspection of Chen Guang milk is carried out in a sterile and closed operating room), and suggested that in a responsible attitude towards the customer, if the customer requested, he could contact the relevant inspection department to deal with the flies. Because the customer has passed his temper and calmed down when he received the phone call, and he also feels that the person in charge of the supermarket is very serious and rigorous in handling this matter, so the customer's attitude has eased a lot. At this time, the supermarket apologized to the manager on duty, and analyzed the location (not a clean restaurant) and time when the customers found the flies, the fact that the adults were not at the scene, the yogurt box was not properly closed, and the children had torn it open, so as to let the customers know that this series of situations did not rule out that the flies fell into the yogurt (not the milk itself).

Through the constant communication of the person in charge of the supermarket, the customers finally stopped being angry. Finally, they told the person in charge of the supermarket that what they were most angry about was what the manager on duty said. Since supermarkets attach so much importance to this matter and deal with it seriously, they will not pursue it again. They think the fly may have fallen from the air when the child was drinking milk. The customer said, "Since you really take this matter so seriously, we will leave it alone. You can tear up the shopping receipt now. Don't worry, we will keep our word and won't pester this little thing again! "

In this customer complaint handling incident, it is worth reflecting and learning from:

"Reflection" is a very serious job to deal with customer complaints. At that time, that person's attitude, behavior and way of speaking will play a vital role in the handling of the incident, and sometimes a casual sentence will play a fuse role in the development of things. Our principle in handling customer complaints is to ease contradictions, not intensify them. Therefore, it requires the person in charge of complaint handling to constantly improve their comprehensive quality, strengthen the knowledge and understanding of customer complaints, and try to avoid the adverse consequences caused by their own mistakes.

The person in charge of referring complaints has a lot to learn:

1. Calm down: When the contradiction intensifies further, change the parties first, change the venue, and then change the negotiation time.

2. Sophistication: First listen to the customer's story, find out the favorable evidence for the supermarket, and then objectively analyze it after the customer calms down.

3. Patience: After the negotiation is deadlocked, you are not in a hurry, and you are sincere in solving the problem from the customer's point of view, and the handling method is rigorous and serious.

Case 2: Customer complaints caused by Vantage cooker explosion (successful case of handling customer complaints)

In July, in a shopping plaza in a certain place, customer Hua bought a Vantage double-disk gas stove worth about 1 100 yuan. One day not long after, when Mother Hua was cooking in the kitchen, the gas stove exploded, and all the glass fiber reinforced plastic on the stove surface burst. The flame not only burned Hua's hair and face, but also burned many parts of her body (it was summer, and Hua's mother was dressed in thin silk fabrics, which was flammable in case of fire). After the accident, Hua immediately sent his mother to the hospital and asked his family to take pictures of the scene of the accident with cameras and video cameras. Then Hua called my supermarket customer service center to complain, asking my supermarket to make a reasonable explanation for the accident and give the patient 200,000 yuan in economic compensation.

After receiving the complaint call, our supermarket customer service center immediately contacted the Vantage stove manufacturer and quickly cooperated with the manufacturer's representative to visit the hospital. At the same time, immediately notify the relevant quality supervision departments of the city and the technical departments of Vantage manufacturers to go to the scene of the accident for on-site identification and investigation.

In the hospital, the staff responsible for handling the accident in our supermarket comforted the patients' families, and made a comprehensive and detailed understanding of the whole process of the accident through the patient's dictation, and made a record. After confirmation, the patients' families signed the record. At the same time, the municipal quality supervision bureau and Vantage stove technicians also inspected and identified the fire site, and the municipal quality supervision bureau issued an effective quality inspection report, in which the responsibility for the accident was clearly divided. According to the quality inspection report, there is no quality problem with the Vantage gas stove with a price of 1 100 yuan sold in a shopping plaza here. The main reason for the accident was that the mother of the customer Hua did not read the instruction manual carefully before using the cooker, which was caused by improper operation. On the day of the incident, when Hua Mu used Vantage gas stove to boil water, the boiling water temperature was too high at that time, and the whole pot was knocked over when he took it out. A lot of boiling water in the pot is sprinkled on the burning left side and unopened right side. Because one of the left and right stoves is in the open state and the other is in the cooling state, when a large amount of boiling water splashes, the gas stove explodes due to uneven heating temperature.

Our supermarket staff informed the relevant quality inspection departments in time to inspect and identify the accident site, and issued an effective quality inspection and identification report, which made it clear that the accident was not a product quality problem, so our supermarket could not accept the compensation of 200,000 yuan proposed for China. Out of sympathy and humanitarian care and help for our supermarket consumers and Vantage stove consumers-patients themselves and their families, through consultation between our supermarket and Vantage stove, it is finally decided that Vantage stove manufacturers will provide 3000 yuan solatium (but it should be noted that it is not compensation) to help patients and their families treat diseases.

In the face of this sudden customer complaint, the person in charge of this incident in a shopping mall handled it quickly and calmly in an emergency. The specific steps are as follows:

1. Stay calm after receiving the customer's complaint call. Listen to the story first. After listening, immediately call the manufacturer and the relevant person in charge of our supermarket to visit the patient in the hospital, and do a good job of appeasing the patient's family to avoid the negative impact caused by the spread of things.

2. After the patient's family's mood is slightly stable, ask the patient's family to show the computer receipt and sales receipt of the products purchased in our supermarket to verify that the products used by the patient are indeed the products sold in our supermarket;

3. Immediately notify the local authoritative quality inspection department and the technical department of the manufacturer to conduct on-the-spot investigation and appraisal at the scene of the accident to understand the cause of the accident, and the authoritative inspection department will issue an effective quality inspection report to identify the person responsible for the accident;

4. In the process of visiting patients in the hospital, listen to the detailed explanation of the accident by the witnesses at the scene of the accident and make records in time. After recording, please ask the patient's family to confirm and sign in person;

5. Listen to the on-site appraisal feedback from the quality inspection department in time, quickly understand the investigation of the cause of the accident, and let the quality inspection department issue an effective quality inspection report after the on-site inspection, and clarify the person responsible for the accident;

6. According to the priority of things, negotiate with manufacturers to reach a certain amount of comfort money for consumers.

In the process of handling this customer complaint, we should learn from it:

1. When dealing with complaints about emergencies, you should first learn to listen calmly. In the process of listening, on the one hand, we should understand the urgency of the incident and the general cause of the accident (don't make blind promises and answers easily because of the urgency of the incident); On the one hand, you can calmly think about the processing steps that need to be carried out immediately during the listening time;

2. Pacify the complainant in time to avoid the negative impact caused by further expansion;

3. Make clear the urgency of the accident in time. Do not blindly answer or respond to any requirements put forward by customers, immediately notify relevant departments or institutions to come forward to solve and assist, and ask authoritative inspection institutions to investigate the cause of the accident and issue an effective written report, analyze the cause of the accident, and clarify the person responsible for the accident;

4. Identify the person responsible for the accident according to the effective investigation report and inform the complainant of the report results, and then determine the treatment plan according to the report results.

Service and commitment

Case 3: Monkey Tide

A customer came to the fresh department of the supermarket to buy goods. At that time, the child brought by the customer was crying and making trouble. When an employee saw it, he took a cloth monkey and handed it to the child (the shop was decorated with many cloth monkeys, but it was also a commodity) and said, "Let me play for you." After the child got the monkey, he stopped crying. After the customer chooses the goods, he goes to the cashier to check out. When the customer walked out of the checkout counter, the loss prevention staff found that the cloth monkey in the child's hand had not paid the bill, so they reminded the customer to make up the bill. The customer was annoyed: "It was your employees who gave the cloth monkey to my children to play with.". Why do you want the bill now? " The damage prevention officer said, "Our employees have no right to give you the goods." "Oh, so you mean that the staff didn't send it, and I stole your things?" The customer thinks that the tone and attitude of the loss prevention staff are not good, and in turn asks the loss prevention staff to apologize to him. The loss prevention officer thought he had done nothing wrong and didn't apologize in person. The customer showed his police officer's card and said to the loss prevention personnel, "You said that my child stole your things, and you insulted me and violated my rights. You must apologize to me. " The loss prevention officer thought he had done nothing wrong and still didn't apologize to the customer in public. The customer went to the front desk to complain and threatened to complain to XXXX Daily. The reception desk at the front desk left the phone number of the loss prevention department for the customer. When the customer returns, he calls the loss prevention department again. The director of the loss prevention department explained to customers: "No matter what happened at that time, our employees have no right to give away goods, but no matter how the mistake happened, as long as you are unhappy in our supermarket, our service will not be in place." I apologize to you here and welcome you to our supermarket again. " The client said that she had lost confidence in this place, so she still believed in it.

Postscript:

1. As a tallyman, it is right to give the child a cloth monkey at will in order to comfort the child. But make it clear to customers that this cloth monkey is a commodity, not a gift. Don't make promises casually, so customers will misunderstand.

2. The cashier's awareness of loss prevention needs to be strengthened. When the customer paid the bill, the cloth monkey in the child's hand was not found. If every cashier is so careless, the loss of goods can be imagined.

3. Loss prevention personnel have a strong sense of loss prevention, but they don't pay attention to the way when communicating with customers, which eventually leads to customer complaints.

4. In the highly competitive retail industry, if the service awareness and skills of employees are not strengthened, enterprises will be at a disadvantage in the competition. We are a retail industry and a service industry. As one of them, we all have the responsibility to let customers "come on impulse and return with satisfaction", and we also shoulder the responsibility and obligation to protect the company's property. I hope that all managers will run through the awareness of service, cost and loss prevention in their daily management, starting from small things and starting from me.

Ethics and responsibilities of employees

Case 4: Slate Oil ...

Huang, a supermarket promoter, buys meat in a supermarket meat class. Xin, the head of the meat class, took out a bag of suet from the operation room and sold it to her at a good price. The price is 3.8 yuan. Damage prevention personnel saw that the quality of plate oil was good and the price was very cheap. They felt a little suspicious, so after Huang paid the bill, they re-measured the suet they bought. The actual price turned out to be 6 yuan. After investigation: Xin and Huang are lovers, and Xin took advantage of his position to change the price privately and seek personal gain for himself.

Postscript:

1. As a manager, Xin Mou used his position to seek personal gain for himself, which violated our professional ethics.

As a member of the retail industry, we should always walk by the river, just don't get our shoes wet.

3. Managers at all levels should increase the training of "professional ethics" within the scope of all employees and always sound the alarm of the law.

Case 5: Soymilk

One night, a promoter of the supermarket "Fish Pill Counter" went to the "Bean Products Counter" to buy soybean milk after work. Because of its close relationship with the promoters of the "bean products counter", the other party is required to price the original price of 1.5 yuan's soybean milk as 1 yuan.

Postscript:

Promoters cut prices privately, which seriously damaged the company's interests. Although the problem is due to the professional ethics of employees, it also reflects that the management and training of employees need to be further strengthened.

Case 6: Examination

As usual, Saturday morning is the entrance exam for new promoters, and it is also a make-up exam for some old employees' fire protection knowledge. During the examination, the invigilator found that some employees cheated (plagiarized notes), so he stepped forward to stop them and demanded that their fire knowledge notes be confiscated. The employee stubbornly refused the invigilator's confiscation request. When the invigilator asked her to abide by the discipline of the examination room and come out automatically, the employee refused to accept it, and said rudely, "It's my business whether I take the exam or not, and it's your business whether you approve or not." The invigilator saw that the employee's attitude was too unreasonable and planned to write down the employee's name and department, but the employee said, "Why is your memory so bad?" Then continue to answer questions in the examination room, and then leave like no one's watching (the final paper is "0").

Postscript:

1. The "Fire Protection Knowledge" exam this employee took is a make-up exam, so it stands to reason that he should have a greater grasp of what he has already taken. However, the employee still cheated in the exam in an attempt to muddle through, indicating that his learning attitude is not correct.

2. The employee ignored the invigilator in the examination room and cheated openly. I don't fully understand that the purpose of the exam is to let everyone master the knowledge of fire control, rather than simply pursuing scores.

Doing well in the exam is a matter of ability, while cheating is a matter of attitude. If you cheat in the general exam, how can the company believe that you won't cheat in other jobs? How can I entrust an important task? Anyone should learn to be a man in advance.

Case 7: Promoters unpack and add more goods.

A promoter picked lychees on the first floor and sealed them at the weighing place. Then he opened the sealed measuring price tag privately and added more lychees worth 4 yuan. Then he went to the cashier to check out, but the loss prevention personnel found that it was unsuccessful.

Postscript:

1, the personal quality of promoters is very important, and such a thing will definitely not happen only once. If it is not discovered, it will inevitably lead to the loss of the company's goods; If it is found that it is not dealt with seriously, it will not play an exemplary role. If this goes on, there will be too many "moths" and the company's property will suffer from gnawing. Therefore, it is necessary to strictly deal with "moth" companies.

2. On the other hand, it is necessary to improve the system, and at the same time, it is necessary to strengthen the induction training of promoters and the evaluation of their personal qualities when they join the job. Judging from the current situation, supermarkets have a lot of losses every month, and the loss prevention work needs to be further strengthened. At the same time, I hope all employees will be honest and upright.

Case 8: "Lost" DVD Player

There is a power outage in the community where a supermarket is located, and the whole supermarket is short of power supply and dimly lit. The succession personnel are all in their posts, and the number is very large. This environment provides a rare opportunity for those who are insatiable and have bad intentions. Director A of Electrical Appliance took this opportunity to come to the home appliance after-sales service center with an invoice from nowhere, claiming that a customer wanted to return the goods and was testing the goods in the store. He asked the staff of the home appliance service center to provide a return receipt, and took advantage of his position to open a return form, pretending to be a customer, and then asked the unsuspecting customer service director B to sign it. Director b didn't ask carefully, and signed it in a hurry without seeing the customer or the real thing. Director A replied: "The order that the customer just bought is out of stock now." Without asking carefully, the receptionist went to the cashier for a refund. In this way, the reward of a TCL DVD player worth 928 yuan was easily put into the pocket of director A. ..

Afterwards, an employee reminded Director B: "Why don't the returned goods and documents be returned?" Director B was alert, immediately reported to the department assistant and supervisor, checked the computer inventory and physical objects, and found that one computer inventory was missing.

Afterwards, the company dealt with the person responsible for this incident seriously.

Postscript:

1, this matter deserves every manager and employee's reflection. It is not only a test of the professional ethics of retail employees, but also a test of one's own quality and quality. As a lesson, when there was a power outage in the store and the work site was chaotic, A not only didn't strictly observe his post, but also tried to take this opportunity to seek personal gain for himself. Such manager behavior is really disgusting!

2. As a department manager, you should have a high sense of responsibility in your work and maintain a high degree of professional vigilance under any circumstances to prevent loopholes in the management and operation of the department. (wouldn't the TCL DVD player worth 928 yuan really "disappear" for a long time if it wasn't for the careful reminder of an employee afterwards? )

3. At the same time, warn employees to stick to their posts, cherish their posts, and treat their jobs with a high sense of responsibility. Don't challenge the law, otherwise the loss will outweigh the gain.

Case 9: the "warrior" who grabbed the coke.

One night, an employee brought two customers (probably his friends) to the gift shop to collect gifts, but the customer's receipts did not meet the requirements for receiving gifts, so the staff of the gift shop did not collect them. At this time, the employee not only refused to listen to the explanation and dissuasion of the receptionist, but also rushed into the gift desk and took four bottles of coke to his friends.

Afterwards, the company gave the employee a written warning and ordered him to refund the gift money.

Postscript:

1, for the sake of friends' self-interest, our employees put aside the company's regulations and colleagues' advice-four bottles of drinks, and "bravely" rushed into the gift counter to get the gifts themselves. This kind of "courage" and "courage" of "doing anything for a friend" is not only regrettable, but also ridiculous.

The company requires that every employee working in the company must abide by the requirements of professional ethics. This employee belongs to seeking personal gain for relatives and friends in professional ethics (in a sense, gifts are commodities). Maybe this employee doesn't know much about the requirements of professional ethics. I hope that all departments of the company will pay attention to the professional ethics training for employees in the future, and every employee should actively understand the requirements of professional ethics.

Case 10: shrinking gold earrings

One night, a customer, Miss Hao, called to complain: in the morning, she changed the earrings she bought into new styles and put them in the gold cabinet. While playing with gold, the goldsmith secretly cut off a small amount of gold and put it in her drawer. After seeing it on the spot, the customer reluctantly took out the stolen gold.

Postscript:

1. As employees in the retail industry, many people around us missed their future because of greed for petty gain, and were punished for it, and even embarked on the road of crime, which not only had a bad influence on the reputation of the supermarket, but also delayed their future (this employee was a thief in behavior).

2. I hope that every employee can take this as a warning, strengthen their self-discipline ability, lead an honest and clean life, and don't get lost because of the temptation of a small profit, which will bring unexpected serious consequences and unnecessary stains to their lives. Just because they often walk by the river, they should always keep a clear head and remind themselves not to get their shoes wet.

Case 1 1: currency exchange of game machines.

On duty, a promoter of a game machine in a shopping mall gave the customer two game machine coins without letting the customer pass through the checkout counter, and received cash 2 yuan himself, which was discovered by the loss prevention personnel on the spot.

Postscript:

1. Promoters take advantage of their positions to collect money for game machines privately, which is detrimental to professional ethics.

2. In management, we should not only teach employees skills, but also strengthen employees' professional ethics training so that they can grow healthily and vigorously.

3. As a social person, "don't do it with small goodness, don't do it with small evils." Otherwise, you will regret it all your life!