ITE College Central: Pandora Customer Service Mystery Shopper Report

This report presents a customer service analysis of Pandora, a Danish jewelry retailer, focusing on a mystery shopper experience at the NEX location in September 2018. It covers Pandora's background, service culture, and key findings related to handling inquiries, communication skills, and body language. The report further discusses managing customer expectations through practical, emotional, and delightful solutions. Recommendations include understanding customer potential, using innovative interaction strategies, providing English language training, and adopting a positive tone of voice. The conclusion emphasizes Pandora's strengths in offering friendly products and services but highlights the need for improved language and communication skills to meet long-term business needs. The report suggests maintaining strong customer relationships for excellent customer service. Desklib provides access to similar solved assignments and resources for students.

Customer service
management

 Introduction
 Background
 Service culture and beliefs
 Findings
 Manage customer expectations
 Recommendation
 Conclusion
Table of content

 Pandora is an international Danish jewellery
retailer and manufacturer which was
incorporated in 1982 (Pandora, 2018).
Introduction

 Pandora is famous for its customizable
designer rings, charm bracelets and
necklaces.
 The company further manages and
operates its business in more than 100
countries and it has approx 2,500 concepts
stores in the market (Pandora, 2018).
Background

 The culture of Pandora is unique and
effective. The people work together in the
organization to achieve common goals and
objectives.
 Pride, passion, enthusiasm and dignity are
included in the beliefs and values of
Pandora (Ferraro and Briody, 2013).
Service culture and belief

The findings include handling enquiries,
communication skills and body language.
Handling enquiries: The enquiries related
to knowledge, price, promotions and
exchange policy are dealt by the company.
Findings

Communication skills: The communication
skills include language skills, capabilities to
ask questions for identifying and analyzing
the customer wants and needs.
Body language: The body language
encompasses gesture, body language and
posture.

The manager customer expectations entail
practical solutions, emotional solutions and
delightful expectations.
Practical expectation: The practical
expectations include promptness and
service competence that help in attaining
long term objectives and goals.
Manage customer
expectations

Emotional expectation: It includes
appreciation, respect and friendly
understanding. By using this expectations,
the company is able to meet the long term
requirements of the business.
Delightful expectation: Go extra mile
service is included in this expectation in the
competitive market (Mudie and Cottam,
2010).

 The company should know its potential and
dynamic customers to attain their loyalty
and faith.
 The firm should use innovative and unique
strategies to interact with customers in a
large extent.
Recommendation

 Training and development sessions related
to English courses shall be held to speak
better English with customers on the floor.
 The sales person shall incorporate positive
and effective tone of voice to interconnect
with customers largely.

 The presentation shows that Pandora offers
friendly products and services to the
customers as compared to its rivalries.
 They need to improve and enhance their
language, skills and communication to meet
the long term needs of the business.
Conclusion

 The top management needs to maintain
strong and reciprocal relationship with their
customers to attain an effective and
excellent customer service.

 Pandora.2018. About Pandora[Online]. Available from
https://www.pandora.net/en-ph/company/about [Accessed
as on 30th september 2018].
 Pandora.2018. Care[Online]. Available from https://
www.pandora.net/en-mt/company/faq/care [Accessed as on
30th september 2018].
 Ferraro, G.P. and Briody, E.K., 2013. The cultural dimension
of global business. Upper Saddle River: Pearson.
 Mudie, P. and Cottam, A., 2010. Management and
marketing of services. Routledge.
References