Case Study 2 - LBN 12 Months' On

It is a year later, and your department at LBN has been delivering fantastic customer service. Word has got around that your staff are great, and the weekends have seen increase in customers and sales.

Due to this, you decided to hire two new part-time staff members to help out with the weekend rush. Both are in their late teens, one female and one male. Their names are Michelle and Dominic. Both start on the same day and hit it off immediately. They have good product knowledge and required only a small amount of training in this regard. Things started off positively.

However, about two weeks after they start working at LBN, you receive some complaints from not only your other staff, but customers.

Complaints include:

-Michelle and Dominic have been seen 'hiding' in the staff office, giggling and sharing items on their phones when they should be working.

-Michelle has been caught taking 'selfies' by a number of customers and staff.

-Dominic's friends often pop in and see him - he has been caught ignoring potential customers by pretending his own friends are customers, guiding them to products in a far corner so they continue talking more 'discreetly'.

-Michelle wears the uniform, but make adjustments that are not appropriate.

-Both Michelle and Dominic constantly check their mobiles, even glancing at them while talking to customers.

-Dominic tried to force a customer into a purchase because there was only 10 minutes before closing time, rather than giving them some time to think about it and come back.

-Dominic asked a customer to wait for another salesperson because he was heading out to lunch - he walked out the department with his arm around his girlfriend.

You look at your store's customer service standards and realise that they have not been updated for some time. You ask your store manager if you can make some adjustments, and you are given permission to do so.

Note: Before you begin this task, research the Internet and read some customer service charters of large Australian companies. For example, Telstra has theirs published on their website.

Queation 1

Write a customer service procedure for LBN that will meet the needs of both your store and its customers. Use the following points as a guide and remember to think about what customers have already complained about.

-A brief description of the store and its services/products

-Commitment to excellent customer service (this can include staff attitude, presentation, cleanliness of store, etc)

-How customer service delivery will meet customer needs

-Knowledge of sales staff

-Customer's rights.

In doing this you must demonstrate that you can:

-Provide documentation in the form of a customer service charter

-Accurately document customer needs

-Identify the needs and the priorities of the organization

-Create formal text using clear language and correct grammar

-Promote the improvement of customer service delivery

-Promote customer service strategies to staff, customers and other stakeholders

Question 2

How would you ensure your staff knew about the changes to the customer service charter? How might you communicate the changes and give your staff the opportunity to ask questions and clarify anything they may not understand?

Face to face communication would be used in this case or coaching to encourage staff members to speak up if any issues is found. Encouraging open communication to ensure positive team morale

Question 3

What would you do to ensure your staff are following the new charter?