We believe customer service is providing a customer with a positive experience from the start. It is about building a relationship with the customer and fulfilling their needs by being knowledgeable about products and directing them towards items that will satisfy them.

Mission

It is our mission to provide our customers with the best customer service possible by being emotionally and intellectually engaged in our work. In addition we will display a variety of styles and sizes to make every woman feel seductive.

Dress Code and Behavioral Guidelines:

Victoria’s Secret is here to provide quality care to our customers by being sophisticated not only in the service that we provide them, but also with the way that we dress and with our behavior. The following are guidelines as to what our dress code includes and what is acceptable behavior on the job.

Our conservative dress code includes:

- A black blazer or sweater - White shirt - Black slacks - Dress shoes - Skirts may not be below the length of the knee - No fishnet stockings and all stockings must be purchased from Victoria’s

Secret. - All tattoos must be covered

- Shirts must cover shoulders

Unacceptable behavior at work includes:

- Whining - Unprofessional communication (verbal and non-verbal communication) - Disapproval or anger towards authority or customers -

Unprofessional anger will be addressed when it is reported and will be disciplined appropriately.

Chain of Authority and Escalation:

Step 1: Customer Service Representative- A CSR is allowed to resolve complex issues at minimal level complaints and make fair, reasonable customer service decisions.

Step 2: Escalation to a CSM- If a CSR is unable to resolve an issue, it can be escalated to a Customer Service Manager or another appropriate alternative staff member if a CSM is unavailable. The CSM needs to review the situation and respond to the complaint and attempt to resolve the complaint to the customer’s satisfaction. If a CSM is unable to resolve the complaint, the complaint will be referred to a solutions team who will be in contact within 24-hours.

Step 3: Referred to Solutions team- If the conflict is still unresolved, a Solutions team will be put in place to handle the situation to the customer’s satisfaction. It is rare that the Solutions team is unable to resolve the conflict, but in the event of that happening the Solutions team will discuss further options outside of the complaint escalation process.

Step 4: Further options- after the complaint is reviewed, the Solutions team will offer what iiNet considers fair and reasonable. If the customer still remains unsatisfied the Solutions team may recommend other options including Senior Management. Telecommunications Industry Ombudsman (TIO) for independent advice. The TIO is an office of last resort and deals with complaints that customers have not been able to resolve with telephone or Internet company after exploring all possible options directly with the company. iiNet asks that if you don’t have a complaint, you allow us the opportunity to explore every possible resource before going to the TIO. This process is much lengthier and is best handled internally.

Step 1 • Customer Service Representative

Step 2 • Escalation to CSM

Step 3 • Referred to Solutions Team

Step 4 • Further Options

Guidelines for Positive Verbal Communications:

When speaking to a customer, there are some things that you should keep in mind. Follow these guidelines when you are dealing with a customer verbally:

1. Choose Words Carefully- speaking to customers with respect is very important. You do not want the customer to feel dismissed or offended. Don’t use words that are considered slang terms or contractions (What’s up?, Whattya want?, etc.) Regional words such as bubbler, grinder, and clicker would be best left out of the conversation. These words may confuse people. The last thing that you want to do is have to try and explain yourself and confuse the customer. Use proper English, and you should be fine.

2. Prepare a Script- come up with an answer to frequently asked questions so that you are able to answer a customer without hesitation or fumbling. Answers that require a lot of information and thinking are the ones that should be carefully planned so that you are able to give the customer all of the information that they need so that you are able to focus more on other aspects of good verbal communication.

3. Tone- having a good tone is the most important factor of verbal communication. Tone may drastically change a conversation. A sarcastic remark is not appropriate and does not accomplish what we want to do while talking to our customers.

Always try to be upbeat and joyful. Raise the tone a little bit and smile while you are talking. Also, try not to sound displeased. Even if the customer is upset and screaming your head off, keep a calm tone. This will throw the customer off and in turn calm them down as well.

4. Speak clearly- do not mumble. Customers need to be able to hear what you are saying to them. Speak at a steady rate—not too fast, not too slow and project your words. This will help with clearing up any extra confusion.

How to set up a social media site:

1. First, go to www.facbook.com and click the ‘Create a Page’ link towards the bottom of the site.

2. The website will ask what kind of page you would like to set up. Choose ‘Company, Organization, or Institution.’

3. Next, choose the second option—even if you personally have an account. This will be a completely separate account. You will fill in an email address, a password, date of birth, and it will ask you to do a security check. You will have to create a new email that the notifications will correspond with. This only takes a few minutes. Accounts can be set up with any provider you choose (Yahoo!, Hotmail, Gmail, etc.) After you fill out the information on the page below, make sure that you mark the checkbox stating that you read the Terms of Use and the Privacy Policy. Facebook will ask you to confirm your email address by giving you a link to click in your email inbox.

4. After you follow the link from your inbox, follow steps 1-3 and provide the information that it is asking for. Make sure that all of the information correctly portray’s our company. Do not post anything that would reflect poorly on the company.

5. Lastly, when creating a Facebook for your company, make sure to update your status. You can let consumers know about upcoming sales or new products. Also, follow the steps to promote the Facebook account on your website. Setting the account up to your mobile device is not necessary.

Now that you have created a Facebook account, update it regularly. Also, check for inquires and questions from consumers on this page. Make sure to reply in a timely manner. No comment should go without reply for more than 24-hours.

How to use email to attract and deal with customers:

To use email to attract customers:

- Use a friendly tone - Don’t pressure the customer into buying - Use correct grammar and punctuation - Make sure to proofread - Use professional and appealing graphics - Use only correct information.

When using email to deal with customers:

- Do not use a threatening tone - Give the customer the sense that we understand their problem, by re-stating their concerns, and

then clearly tell them how we intend to fix the situation - Remain apologetic - Make the customer feel like they are right, even if you know they’re wrong (without giving the

store away.)

Emails and written document’s say a lot about a company and their professionalism. We strive to have a good reputation and do not allow mistakes when it comes to our written documents.

1. One main message per email- Make sure that the main display item is the main picture in the email.

2. Keep it short- Don’t spend any more time talking about a specific item than you need to. 3. Keep it relevant- Do not veer off while answering an inquiry. Be straight to the point, but also

be personable. 4. Reply early & reply often- If an inquiry is received, a solution should be sought after

immediately and the customer should be replied to within a 24-hour period. 5. From Line- The “from line” should always display “Victoria’s Secret.” 6. Subject Line- the subject line should be creative and intriguing. 7. Personalize Each Message- Don’t make the emails that you send seem cookie-cutter or generic.

Customers like to know that you took the time to write them a letter from scratch. Even if you

are using some copy of a script to answer a question, restating their concern is a good place to start.

8. Always include your contact information- This is included at the bottom of our emails. 9. Paste Links & get on the same page- If there is a situation where the customer has a question or

concern, paste links for them in the email. You may refer to these links in your email. 10. Know when your email doesn’t work- Perform tests often to make sure that you are able to send

and receive emails.

Greeting Customer’s In Person

When a person comes into the store, first greet them with a smile and ask them how they’re doing. Be

conversational. As an example, use the scrip below.

Victoria’s Secret: “Hello, how are you doing today?”

Customer: “Fine, thank you.”

VS: “Is there anything that I can help you find?”

C: “I have never been here before. I was just wondering if you could help me find the lip gloss.”

VS: “Sure, follow me. And just so you know, today we are running a special. It’s buy one bra, get the 2nd

half off… Here is the lip gloss. Just let me know if there is anything else that I can help you find.”

C: “Thank you very much.”

If the customer says that they do not need help, let them know about any sales or specials that the store

is holding on that particular day, after they say that they do not need any help.

Victoria’s Secret: “Hello, how are you doing today?”

Customer: “Fine, thank you.”

VS: “Is there anything that I can help you find?”

C: “No, thank you. I’m just looking.”

VS: “Ok, great! Just so you know, we are running a special today. It’s buy one bra, get the 2nd half-off.

Let me know if you have any questions.”

Greeting Customers over the Phone:

When greeting customer, let them know which department they have reached. Then, state your name

and ask how you are able to help them. Use the script below as an example.

Victoria’s Secret: “Hello, Victoria’s Secret Customer Service. My name is Kathy. How may I assist you

today?”

Customer: “Yes, I just purchased a push-up bra and the strap broke. Is there anything that you can do to

help me?”

VS: “I’m sorry to hear that. May I ask how long ago it was that you purchased the bra?”

C: “I bought it four days ago.”

VS: “That would still be under warranty. If you take it back to the store that you purchased it from, they

will exchange it for you.”

C: “Thank you for your help.”

VS: “You’re welcome, have a nice day.”

Knowing policies and regulations will help you in situations like the ones above. It makes for a very

smooth conversation and gives the customer the satisfaction they are looking for. Make sure that you

read over all of Victoria’s Secret’s policies in the manual.

Greeting a Customer via Email

When greeting a customer, make sure to use a salutation such as the word ‘Dear.’ If you know the

customers first name, use it. If you don’t know their first name, use Mr., Ms., or Mrs., followed by the

customer’s last name. Use the email below as a reference.

Dear Ms. Tucker,

You emailed us a few days ago regarding the defective pantyhose that you purchased………..

We are sorry for any inconvenience we may have caused, Kathy Smith Victoria’s Secret CSM *By using a personal name when greeting a customer, they will feel like you know who they are and it is more personable. If no other option, use the phrase ‘Dear Customer’ to greet them.

Greeting a Customer via Voice Mail

Greetings of Voice Mail should be current and updated constantly. Personal greetings should

be recorded and include today’s date, the name of the person that is being reached, and what

department they are from. Here is an example of a voice mail greeting:

“Today is November 14th. This is Julie Miller in the Victoria’s Secret Customer Service

Department. If you would rather have immediate assistance than leave a voice mail, dial “0.”

Sorry that I am unable to answer my phone at this time, but if you would leave your name,

number, and a brief message of what I may help you with; I will give you a call back as soon as

possible. Thank you.”

Ask for the customer’s contact information in the voice mail greeting. Be professional and

sincere and also apologetic that you are unable to get to the phone. Make sure to speak clearly

while you are speaking and also friendly.