Customer Service February 27, 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 circumstances of these surveys. My mentor told me that you always would want to stay above 70% for all areas and never lower because then that means we are not representing our company in the right manner. He let me go through all the parts of the percentiles and I was able to see that we were very strong in certain areas, but in others we fell below 70%. Like I said before, the very small details matter to the customer at all times. Which is why he wants want to make sure that associates represent the brand and the store as best as possible because it is most wanted to make sure that the customers stay faithful. Not only customers, but also associates, and managers themselves to do the work that is needed to do.

Time logged for this session: 3 Hours
Total time logged: 15 hours

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