英语翻译Anoperatoratthesamestoreindicatedthatshehadgotthemessage:Wearegivencustomercaretrainingwhenwejointhecompanyandasanongoingthing.Wearetoldtosmileallthetimeandthatthecustomerisalwaysright.Astoremana
英语翻译
Anoperatoratthesamestoreindicatedthatshehadgotthemessage:
Wearegivencustomercaretrainingwhenwejointhecompanyandasanongoingthing.Wearetoldtosmileallthetimeandthatthecustomerisalwaysright.
AstoremanageratcompanyCappreciatedthedifficultywhichcheckoutoperatorsmightfaceonsomeoccasionsandhowtrainingmighthelp:
...it'squiteadifficultjob...theyaretheonesthatcomeintocontactwiththecustomersmost...theyhavetodealwiththenigglesdirectedatthecompany.Becausetheywear(companyC)badges,thecustomersseethemasthecompany'srepresentatives...Wetellthemnottoletouttheiremotionandtobeaspoliteaspossibleandtotellthemselvesthatthecustomersarenothavingagoatthembutatthecompanyandthesystem.
AtcompanyBtrainingincustomercareiseffectivelyonthe-jobandcontinuous:
Wetellthemtotryanddealwithminorcomplaintsaspleasantlyaspossiblebutweemphasisethatiftheysensetheywillhaveaproblemtheyshouldreferthecustomertothedeputymanagerormyself(storemanager)...Weencouragethemtostaywhenwearedealingwithsuchcustomerssothattheycanlearn.
Atthesamecompanyshelffillersaretrainedtospotandhelpthe"lostcustomer",whoisacustomer"unsureofwhattheywantorwheretofindwhattheywant".AtcompanyCallstaffareexpectedtocarryaplasticcard(creditcard-size)whichremindsthemhowtodealwithcustomers—intenpointsitstatesthatoneshouldsmile,makeeyecontact,greetthecustomer,apologiseforanydelay,etc.
CompanyDprovidesacontrastwithregardtocustomercaretraining.Here,customerserviceisthetenthitemontheemployeeinductionchecklist,beingprecededbyarangeofrulesregardingattendance,etc.Thetimeclockcardisthirdonthelist.Trainingisminimal.Nonetheless,employeesaretoldinaninductionvideothat"thecustomermakespaydaypossible".
IncompaniesA,BandCthecustomercaremessageisputacrossfrequentlythroughavarietyofmedia.Forinstance,atcompanyAtherearepostersatallentrancesontotheshopfloorwhichread"smile,you'reon(companyC)stage".Thesamecompanyrunsanemployee-of-themonthcompetitionwherestaffnominatepersonswhohavecont