Customer service story

There was this lady customer who came into Pretty Face on the 15th Sept 2009. She actually purchased a few low priced items from us. As she did not have any small change, she actually gave us a $50 note.Unfortunately, our POS machine do not have so much small change for her. One of our Pretty Face girls asked her to wait for awhile, while she ran out of the oulet to get some small change. Luckily, the lady was patient enough. However, the lady bought another two items. This time round the same thing occurred, we do not have any small change again. The Pretty Face girl once again ran out of the outlet to get small change. While waiting for the the Pretty Face girl to come back, the other Pretty Face girl chatted with the customer in order to not to let the customer feel bored.

The learning point:
POS machine must have enough small change for the customers. When customers are waiting for something, like their change, the Pretty Face girl left in the shop should communicate with the customer to ease any uneasiness, at the same time, it builds customer relationships.

Regards,PF team
Week 5 - By Lily

Customer Service Story


Two weeks ago, a customer walked into Pretty Face and started browsing around. It was the Elf products and promotions that caught her interest. The promotion then was three Elf products for $16. The customer began to really look at the products and chose different cosmetics like lip gloss, eye shadow and blusher. While introducing the different colours and usage we have for the cosmetics, we began talking about the other brands and if Elf is popular in other countries too.

After a short chat, she asked where Elf products are being produced. I turned the packaging behind to show her the country where it was being manufactured. Her face changed immediately when she saw that it was being produced in China. I got concerned and asked where the problem lies in. She began to get a little frustrated telling me she would not trust anything that comes from China. News about China producing products that are below standard and hurting people has caused an impact on that particular customer of ours. Seeing her agitated, I began calming her down and told her there are other brands that has the same kind of cosmetics here in Pretty Face but she refused to take a look anymore. I apologised for her unhappiness and she left.

After she left, I told my other team members the whole situation. No doubt, such customers may come again and the same situation may occur but we have to know how to handle it in a calm manner, appeasing the customer when needed.

During the morning meeting, Miss Ching suggested that we could go search for the documents in their website to show to the uncertain customers, assuring them that the products that Sa Sa provide us with is certainly certified. As long as we have good persuasion skills and are confident of our products, I believe it would not be a problem to increase sales with our customers.

Pretty Face.
Week 4- By Huici

Customer Service Story



Pretty Face carries a range of perfumes of high-end brands.Inevitably,individual testers are available for customers to try out the scent.However, for the past 3 weeks, we noticed a customer who comes into the outlet frequently, say thrice a week, only to use the tester for his personal consumption.During the first week, we thought he was a potential customer and served him like any other customers.After several encounters with this particular customer, we felt that it has to stop because he was abusing the usage of the testers.So the next time he came, one of us told him politely that he is not allowed to do that because the testers are for people who have intentions on purchasing, not like what he has been doing. We apologized and seeked for his understanding.Since then, we have not seen him coming into the store but will still keep a lookout for such customers.


Learning point is we must still be polite to these people even though they are not actual customers nor potential ones. Make sure we do not offend them in any way. We also have to be proactive in handling such situations, stay calm and never flare up even though what they do is not right.


Regards, PF team
Week 3 - By Cheryl

Customer Service Story


Last Thursday, 21/08/09, it was our handover week and each of us were busy with our stuffs. Just then a China visitor came in and browsed through the products on display. He began asking questions about our attachment. At the same time, he kept wanting to take pictures of us. Even though we were unwilling to be in the pictures, we still put on our best performance while answering to his enquiries.

Lesson learnt:
We must comply to customers needs/wants as long as it's within reasonble means.


Regards, PF Team
Week 2, By Lily