Information
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Fastracker name
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Store / Division
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Coach and Leadership Team
Customer overall
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1. Drive a customer centric culture that responds to customers needs
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Fast trackers notes
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Coach's notes
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Signed
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2. Place the customer at the enter of all decision making
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Fast trackers notes
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Coach's notes
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Signed
1. Know your customer
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1. Describe who our customer is and what drives their shopping behaviors
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2. Describe and differentiate the internal, external, and end customer
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3. Describe the role and purpose of customer loyalty programs
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4. Identify current and emerging customer trends
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5. Identify current and emerging issues, eg. Store roster changes, new stores.
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6. Demonstrate an understanding of the divisions CVP - what it is and how it is executed at site level
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Fast trackers notes
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Coach's notes
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Signed
2. Customer service
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1. Describe the divisions customer service strategy
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2. Describe the service level expectations. Eg number of customers in a queue
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3. Communicate the service level expectations to your team
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4. Describe and demonstrate how the service levels are measured within the division / site
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5. Describe any formal customer service recognition program in place
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Describe and demonstrate the divisional guidelines in managing difficult customer situations
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Fast trackers notes
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Coach's notes
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Signed
3. Your role
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1. Drive and role model a passion for customers and their needs
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2. Seek customer feedback to improve business performance
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3. Identify continuous improvement activities for the customers benefit
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4. Place the customer at the center of your decision making
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5. Manage difficult customer situations and resolve these to the customers satisfaction
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6. Monitor customer satisfaction
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7. Share customer insights to improve knowledge and service levels within your team
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8. Maintain the required levels of customer service within the site
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9. Reward and recognize your team for good customer service
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10. Develop customer focused behavior in your team
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11. Build relationships with the local community
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Fast trackers notes
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Coach's notes
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Signed
Comments
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What are your main learnings?
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What challenges did you face?
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Comment on what you learnt by working in multiple divisions
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Coach's comments
Fastracker has a good understanding of the customer module and has achieved the learning objectives
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