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