Professional Documents
Culture Documents
Clarifying
customer
customer
satisfaction
in
satisfaction in
Retail
branches.
Retail branches.
BY: MIGUEL, RENNY, YESENIA, AMBER, RUDDY
November 23, 2014
The branch team not only assists customers, but also creates
memorable experiences to build relationships and loyalty.
Our recommendations
Employees should.
Greet customers upon entering the branch and direct them if
needed.
Smile when approaching customers and have a positive attitude.
Introduce yourself.
Treat customers as if they are family and always use their
names.
Show them their time is important: work with a sense of urgency.
Meet their needs on location. Get a manager if needed.
Thank them for coming.
Our recommendations
Managers should.
Track survey responses to individual employees in order to
provide specific, meaningful and actionable feedback.
Set better examples of what they expect from their employees.
Jump in immediately if the branch is busy to assist.
In addition to team bonuses that are currently used, implement
individual bonuses for exceptional customer feedback.
Hire or have a more diverse working team in each branch in
order to avoid customer barriers and be able to communicate
with each customer.
Effects of Customer
Service Improvement
10
11
References
-Surveys performed by team, 11/2014
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