|Background: Like other retailers,
Kroger sees 'excellent customer service' as critical. Edicts at the highest
level mandate specific behaviors at store level:
Smile, Greet, Thank, Dress, Help . . . the basics.
Kroger's Goal: Get all front line employees to deliver warm, genuine customer service with every customer contact.
Prior to Sasha: Training by store
managers, reinforced by the sort of 'reminder cards' that Marriott gives
every front line staffer. Results ranged from inconsistent to non-existent.
Initial results: "Showtime" customer service training was extremely well received, earning a 90.6% composite approval rating from attendees of every demographic and experience level. Anecdotal evidence from department managers and assistants indicated better customer service was happening, consistently.
Mid-Term results: "Mystery shop" scores at three of the four stores jumped dramatically, from the high 70's to the high 90's. (The fourth store's ratings stayed near 100%.) These improved scores were sustained over several months.
Long-term results: Ten weeks after the one-time training, a meeting was held with participating store managers, department heads and their assistants.
Surveys from that meeting show strong agreement
that measurable goals were attained:
That same group of managers answered positively:
Next Step: Call Karl Corbett
at Sasha (513) 232-0002 to explore a working relationship with Sasha,
and a "Showtime" experience your staff and customers will never forget.
For more info and references, contact:
Karl Corbett, President
Cincinnati, Ohio, USA