Experiencing World Class Service Excellence
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staff
Customer Dialogue
As you enter the store there is a ‘rock of commitment’ which says:
‘Rule 1 –The Customer is always right
‘Rule 2 – If the customer is ever wrong, reread rule 1
Tangible customer involvement and entertainment; factory outlet/market feel
Staff encouraged to imagine that they are the customer
As in a theatre, the customer is an integral part of the interaction
Constant product sampling so immediate response
Instant refund policy
Customer Suggestions Boxes – all responded to whether acted on or not
Customer Panels with store management team
Customers encouraged to comment on staff
Satisfaction Surveys
Commentary
The ‘line of sight’ was crystal clear throughout the store particularly the behaviour of the customer facing staff and the level of immediate and on-going dialogue.
This
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