Vicky Yeoll of Steamer Trading, Horsham joined the branch as sales assistant in 2012, and has worked her way up to the post of assistant manager. In the last of a series of Q&As with the finalists of the 2018 Excellence in Housewares Awards’ Retail Employee of the Year Award, Housewares News puts five questions to this champion of the shopfloor:
What do you like most about your job?
“I love talking to customers, being able to help them, give them what they need and ultimately see them leaving with a smile. I have also had the pleasure of working with some of the most amazing people, in particularly my manager and supervisor at Horsham store, John and Liz, who have supported me endlessly through my career with Steamer and have taught me everything I know.”
How would you describe good customer service?
“Going the extra mile is something that can make a difference to a customer’s experience, whether that be taking goods to their car, carrying product to the till point for them or even simple gestures such as a smiling face or a guide to the product they need.”
How do you deal with challenging customers?
“When a customer is challenging, it will usually coincide with a product problem or complaint. This is something I would always rectify as quickly as possible and with accuracy. If we can make a situation fuss free and simple, sometimes the most challenging customers can then become the most grateful for your help. I also think honesty is a key factor: the customer will always appreciate that.”
What do you like most about housewares?
“I’m an avid baker and have learnt to cook from a very young age. For me the best part of housewares is the sheer volume of product we have to cater to everyone’s needs, whether you love to cook, bake, are a coffee connoisseur or just love to be in the kitchen.”
What is your best piece of work related advice?
“Working hard pays off. I have worked hard from the age of 16 and the chances I have been given, the promotions I have received, and the recognition I have seen are because I worked hard for these. It’s so important to work for what you want because it will feel amazing when you reap the rewards. You can say. ‘I made that happen.’”
Top: Vicky Yeoll of Steamer Trading, Horsham
