Customer Service Week 2003 result

As part of the National Customer Service Week, Goring invited votes from
users of local shops and services. The winner, Mulberry Wines will receive a
bottle of champagne; perhaps regarded as coals to Newscastle, but a token of
the residents’
respect for the shop that came out the leader against strong opposition.

The champagne was presented to Annie Henry, the shop manager by Peter Hall,
London and South-East Regional Director, Institute of Customer Service on
Thursday. He said ‘Customers expect high standards of service from both
shops and national chains. The shoppers of Goring have clearly recognised
that the service at Mulberry Wines is ahead of the other retailers in the

Richard Waller, webmaster of the Goring website (
said ‘We were most impressed by the enthusiasm of local shoppers for the
good service they have
been receiving over the last year. 15 shops were nominated and in many cases
individual staff members identified for special praise’

Peter Hall was asked for particular things that people serving in shops
could do to impress customers. He set out a checklist which all shops could tick: –

taking a positive approach to
each customer with good eye contact,
use of positive language and a helpful
concentrate on that customer only,
say thank you when
finished with more eye contact.
Knowing your product lines and where to find

He would be put off by the practice of two staff members
having a personal conversation in the presence of customers.

It also helps to suggest associated products that the customer may have
forgotten to ask for – the ‘will you have chips with that’ question.
Interestingly Mulberry Wines used the ‘chips’ technique to promote response
for the voting, having the invitation pasted to the shop counter near the
till. It apparently does work!

For shop owners he stressed the importance of:-

a welcoming store layout,
an attractive window display with relevant products,
clearly stated opening
times (and always being open at those times),
wheel chair and pram access,
place to tether the dog,
clear space for customers to walk round and to
stand when waiting to pay,

available staff in the shop to help customers
find what they want,
logical product grouping,
clear pricing,

good quality
And probably the biggest sales attraction plenty of stock at
competitive prices.

Annie Henry at Mulberry Wines said she was delighted to have won, and the prize bottle of
champagne would be raffled with the proceeds going to Save the Children and
Cancer Research.

The next Customer Service Week will be October 2004. Goring will have
another vote at that time.

Also nominated for good service were:

Alinora Post Office and Newsagents
Ashalata Tandoori Restaurant
Baloos Restaurant
Barclays Bank
Creative Pine
Denyer Newsagent
Frank Dean – Butchers
Goring Library
Heene Road Vet
Hogarths Bakery
Mace Supermarket
S R Minton – Butchers
Mulberry Post Office
Natwest Bank
Renal Stores
Revive Hairdressing
Spar Supermarket


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