The GIFT Approach February 1, 2017

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 how to manage the store. I walked up to my associates and advice them that they should at least interact with 10 people every hour so that work can be easily divided. That was the goal I left for them to do. I told them to introduce themselves to customers and be patient. After a while, I started to notice that they were more interactive with customers. One of the customers confused me as a manager and said that she was glad to be at a store where she felt welcomed and was very attentive to her needs. She told me that not only did one person help her, but four of our associates with whatever it was that she needed. Once she checked out, an actual manager got to ring her up and my manager mentioned to give our survey a shot if she had the time to do it. The lady said that of course she will do the survey because she wanted to give recognition to us for being very participant in their needs. After the day ended, the store manager and the assistant manager congratulated all the associates for their effort. Not only did they clean up to perfection, but their customer service was also in great terms. Once again, I am glad that I helped the store even if it was to check up and advice my associates. They've always done a great job, but cleaning up the little imperfections doesn't hurt no one.

Time logged for this session: 3 hours
Total time logged: 12 hours

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