Voc 'self Learning' Quiz

Although the VOC leaflets are a great tool in introducing the program to our customers, it may not always be available. In such scenarios, it is recommended that our staff use the key details on the receipts such as the Alshaya website address or the Customer Service hotline number to continue to encourage VOC feedback from customers.

If a store is not able to encourage any customers to submit a VOC, this could be due to many reasons such as lack of awareness, lack of communication skills, lack of initiative, or even at rare occasions due to the profile of customers coming to that specific store. The Group Customer Service team is committed to help these stores improve through targeted awareness campaigns and workshops. Although, it is imperative that the brand management team is full supportive of these initiatives and guide the store teams by helping them overcome their challenges.

As a company focused on providing World Class Service to our customers, this type of scoring methodology will ensure that we continue our focus on improving our service offerings in order to delight our customers and not just to barely satisfy them.

The purpose of VOC is to collect our customers unadulterated feedback on what they perceive about our products and other service offerings. Each feedback should be considered seriously and all options should be considered on how to better serve our customers the way they like it.

Value for money as perceived by a customer depends on many factors. Price is only one of them, but it is always ideal to see what are the other short comings in the stores overall service offerings, such as speed of service, product knowledge, greetings etc that can be improved before considering a variation the price.

For ex: A staff with good product knowledge and an ability to serve a customer based on his needs by respecting their time is an added value for a customer. This can have a positive effect on improving customer satisfaction on the 'Value for money' question.

As VOC surveys are subjective in nature and the feedback's may be both positive or constructive it is required that the surveys are submitted by the customer themselves first hand. So it is important that staff refrain from inputting VOC surveys on behalf of customers. Such feedback's may be filtered out and not count towards the overall score. If the customer is unwilling to visit our website or is unable to access internet, its ideal to advise them to call our customer service hotline directly to submit their feedback.

Although a staff can input a VOC survey for another Alshaya store as a customer if they had a recent experience in that store that they would like to share with the business.

The key message that they should take away is
1. Their feedback on our products and services are valuable to us.
2. Feedback can be given online on www.alshaya.com or by calling the Alshaya Hotline.
3. They need to retain their receipt to input certain details while filling the survey.

Remember, VOC is not a loyalty card program. And it is not a program created to provide an incentive to our customers for giving their feedback. Instead it is a survey where by our customers can tell us freely about how they feel about our product and services so that we can improve it in the future. The 100 KD incentive is only a token of appreciation for few of our customers for taking their valuable time to provide us with their feedback.

VOC submissions can be driven through making sure that our store teams are made fully aware of VOC, its mechanics and its benefits to themselves and the business. It is also important that the staff utilize every opportunity that they get to introduce VOC to a customer. It is not required for VOC to be introduced to all customers. But it is required that our store teams are made capable of recognizing an opportunity and grabbing it. And most importantly, it is essential that brand management teams drive it by providing adequate emotional and instrument support for our store teams.

The VOC is a powerful tool in gathering a lot of information on our Customers perception of service and product offering in stores. It can give detailed insight into the effect of various service factors such as greeting, product knowledge, speed of service on the customers intention to purchase more than intended. It also provides details into the customer satisfaction levels based on various factors which can help the brand and stores in aligning their services to customer expectations.

Self Explanatory :)