Customer overall

  • 1. Drive a customer centric culture that responds to customers needs

  • Fast trackers notes

  • Coach's notes

  • Signed

  • 2. Place the customer at the enter of all decision making

  • Fast trackers notes

  • Coach's notes

  • Signed

1. Know your customer

  • 1. Describe who our customer is and what drives their shopping behaviors

  • 2. Describe and differentiate the internal, external, and end customer

  • 3. Describe the role and purpose of customer loyalty programs

  • 4. Identify current and emerging customer trends

  • 5. Identify current and emerging issues, eg. Store roster changes, new stores.

  • 6. Demonstrate an understanding of the divisions CVP - what it is and how it is executed at site level

  • Fast trackers notes

  • Coach's notes

  • Signed

2. Customer service

  • 1. Describe the divisions customer service strategy

  • 2. Describe the service level expectations. Eg number of customers in a queue

  • 3. Communicate the service level expectations to your team

  • 4. Describe and demonstrate how the service levels are measured within the division / site

  • 5. Describe any formal customer service recognition program in place

  • Describe and demonstrate the divisional guidelines in managing difficult customer situations

  • Fast trackers notes

  • Coach's notes

  • Signed

3. Your role

  • 1. Drive and role model a passion for customers and their needs

  • 2. Seek customer feedback to improve business performance

  • 3. Identify continuous improvement activities for the customers benefit

  • 4. Place the customer at the center of your decision making

  • 5. Manage difficult customer situations and resolve these to the customers satisfaction

  • 6. Monitor customer satisfaction

  • 7. Share customer insights to improve knowledge and service levels within your team

  • 8. Maintain the required levels of customer service within the site

  • 9. Reward and recognize your team for good customer service

  • 10. Develop customer focused behavior in your team

  • 11. Build relationships with the local community

  • Fast trackers notes

  • Coach's notes

  • Signed

Comments

  • What are your main learnings?

  • What challenges did you face?

  • Comment on what you learnt by working in multiple divisions

  • Coach's comments

Fastracker has a good understanding of the customer module and has achieved the learning objectives

  • Add signature

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