Q- 1 RW Supermarket
RW PVT is a Sri Lankan Retail, FMCG company which was established in 1999 in city Kalutara. It was formed by David Silva. It is doing retail business in two major cities in Sri Lanka as Negambo and Matara It is treated as the private limited company. It is involved in retailing goods as foods, vegetables, meat, baby products, fruit and other labeled and packed products. It is involved with farmers in the city and began to source fresh fruits and vegetables directly from farmers.
Q-2 Communication Method
The RW Supermarket uses the same format as other supermarkets for the communicating its recent products to the customers. They use POS advertising tools. This is a specialized in promoting sales and they are intended to draw the customers' attraction toproducts as well as new products. They use the special offer for the relevant products and used to promote special events. As the example they useseasonal or holiday-time sales, display packs,posters,display stands and banners. It designed the store atmosphere for defining the first impression for customers when customers enter the store (Samarajiva, 2009).
Q- 3 Problem of Inquiry
It happens on a regular basis. Customers are always angry with our staff members. When they come to the shop we always welcome them pleasurably. But sometimes they ask service from our staff. We have only 25 customers in each store. They have multiple works. But they are assigned to different work position in the store. Some have worked in sales positions and some work as cashiers. Although retail workers are employed in many outlets, including department stores, and specialist stores, supermarkets and other stores. The main responsibilities of the staff are to help customers in a store. But any time, customers are angry with staff. They are expressing their frustration by aiming their complaints at staff members (Wattegama, 2008).
Most of our grocery workers in the store are many teens. We appointed people to our store by giving training with three months. But some employees are leaving from stores we faced the problem to find good employees. Some employees are good people,but they are not willing to work in the retail industry. Hence, they are become as a disappointed people and they may create many problems when handling the customers in the shop. They lead all kinds of problems with customer service, cleanliness, food safety and shrink. Retail workers should ensure that the products are available for customers to buy. The workers have to check the shelves and replenish products. They should check labels and dates on product to certify the quality of the products. They have responsibility to remove any products that have passed their sell-by date. If product prices change in the labeled products they should replace the price labels on the products or on the shelf (Balasooriya, 2006).
The entire work force has a responsibility to assist customers in every shop and anytime, even from labour to the manager. In our stores, retail workers help customers to choose products. Some customers have needed customer assistance.Sometimes customers find more products with more features like, expire date, quality, ingredients, freshness, and etc. Hence, our workers always try to help them in different ways. In some situations, customers need to stayunnecessarily in the stores till to get bring more new products from our stores. In this situation, customers have felt the growing frustration of waiting unnecessarily. They feel that they are being ignored or facing inefficiency when shopping. Due to these reasons, customers get angry with our staff and customers are more likely to reject our product and service. Most of angry customers are make complaints over the staff and ask to resolve the problem positively (Cheah and Koh, 2002).
Q4 - Resolution or Proposal for Resolution
If there is an unhappy customer, weshould understand what these customers want. Within these matters customers want to be listened tofor a while without any interruption. When we listen to the customers, we should identify the problem and maintain clarification asking open. Open questions, give the customer a chance to explain. Customers always want to be respected and taken seriously. They want immediate action. If a customer unhappy with our service, our immediate take action as simple and they want to be assured that the problem won’t be repeated. We ensured that customers’ problems don’t get repeated. Dealing with angry or upset customers, is more difficult. Humans tend to enter the fight mode in stressful situations. Hence we need to stay calm and start reciprocating the customer’s emotion. We havestarted effective customer service, with patience. When dealing with the upset customer,we should listen with eye contact,avoid looking away, be humble and remain poised and stay cool and confident. These types of composure will help customers calm down. We always focus on a solution for the problem and maintain our understanding (Central Bank of Sri Lanka, 2004).