Sam Adams is the customer service manager of a large chain store specializing in high-end toys called P-Town. Sam has just met a new hourly employee, Latisha, and after going over some general information, he is answering some of her questions about the company.

Latisha: Sam, at my last job, they talked about how customers are number one, but oftentimes the managers didnt give us the tools to follow through. As a new employee, what tools will I have to be able to meet customer service expectations?

Sam: We try to create excellent training systems, which is just one way our organizational culture focuses on customer service. Not only is customer service in our mission statement, but it is also part of the way we train our new employees. P-town offers excellent orientations, but it also offers ongoing training as well.

Latisha: Great. After looking around the store, I noticed that the toys we sell are quite a bit more expensive than the average toy store. How can we compete when our prices are so much higher?

Sam: One of our main competition points is the fact that we offer a high-quality product to customers, along with employees who have an intimate knowledge of the product. Throughout your orientation week, we will be providing product training which is something our competitors dont do. As you know, our delivery system is brick and mortarthat is, we have an actual physical retail store. We find customers like being able to see and touch the product before buying.

Latisha: Ok, that makes sense. That is why I dont shop online for some things, I like to see how it feels before I buy it!

Sam: Absolutely, me too.

Latisha: I just have one more question on my list for now. Can you tell me a little more about benefits? I was really happy with the compensation offer, but I was wondering what other benefits P-Town offers?

Sam: We offer paid holidays, a profit-sharing plan, and a rapid management training program after new employees have proven their commitment to the company. As you already know, we provide a 10% higher salary than the industry average to ensure we have the best people. But, when you meet with human resources later, they will get into more detail about this.

Latisha: That sounds great. I am really excited to get started!

Questions"

1- What benefit does P-Town NOT provide to employees?

2- List four examples of external customers to P-Town.

3- How does P-Town prepare its employees' to provide excellent customer service?

4- Would you be interested in working at P-Town? Why? or Why not?