Nadine Coyle, department sales manager, Fenwick Brent Cross has worked in the store for 13 years and was one of the six finalists for Retail Employee of the Year in the Excellence in Housewares Awards 2018. Housewares News put five questions to Nadine:
What do you like most about your job?
“I love the customer contact and the products. I have worked all over the store but cookware is so exciting and I love helping customers to discover the versatility of the products. I also enjoy making something exciting happen on the shopfloor, working on demonstrations and with suppliers to create in-store events.”
How would you describe good customer service?
“Every single person needs to be treated uniquely and personally. It’s not just about finding what they want but making their day better. Sometimes people come in when they are not in a good mood but if you spend some time with them they start smiling. They might not buy anything but they might come back.”
How do you deal with challenging customers?
“Never stop smiling – a smile goes a long way! A premium sales doesn’t stop at a sale, we also deal with aftercare. So if someone brings something back, listen to their story and try to find a solution that works for everyone. It something to happens to me as a customer, I remember if it is not handled well.
Besides that, obviously take plenty of deep breaths and don’t loose your cool!”
What do you like most about housewares?
“After working in this department for two years, I’m still learning. With such a variety of products there is always something new to discover.”
What is your best piece of work related advice?
“Firstly, when you come to work, leave your problems at the door. Not only is this good for our customers, it is good for your mental health. Secondly, treat all customers uniquely, as you would like to be treated yourself.”
Top: Nadine Coyle of Fenwick Brent Cross.
