Capstone c/o 2017

Voice of customer and customer surveys are two major components to making present and future sells better for both the consumer and the company. As before I explained what the GIFT approach is, well I forgot to mention that it is our primarily source of voice of customer. The VOC is always to be improved. If it's already good, then it has to be made greater. It always needs to be something that is passed on to the new associates that are hired, and must be one of the first things they learn. The voice of customer reflects upon customer service experiences. Those experiences can be seen by the manager, hence they try to have their associates stay in place in the good areas, and also try to improve on poor areas. According to the chart of the store's surveys, it is noticed that the little things do matter. What I mean by this is that the survey asks a series of questions from employee interaction to experience in the fitting rooms. There are percentiles that define the circumstan...

The task my mentor had me do today was imply the GIFT approach among all associates. The GIFT approach is an acronym that stands up for greeting, initiate, follow up and offer solutions, and thanking the customer. My mentor wanted to assure that the associates used these methods for the customers that they happen to bump into. To make sure I was doing my part of the job, I made rounds through the whole floor set and observe wether the associates were doing their job. Most of the associates were very initiative with customers  and they were completing their jobs at the same time. I noticed that some of the associates weren't using these methods though. So I went to my mentor and asked for help on what I should do. What he told me is that I needed to be firm and tell associates to use the GIFT method because he wants to make sure that we offer the best customer service that can be offered. Again, I was a bit scared to tell my associates what to do, but it is part of me learning on ho...