The need for strategies in customer service
The area of opportunity that I have detected in my business unit, Oxxo Commercial Chain, is the high rotation of employees in stores, this situation negatively impacts complete equipment, 100% trained, under attachment to store processes, poor execution ofOperational, administrative and human resources standards;It also generates discontent, tiredness and demotivation throughout the team since it has to operate the shifts in which they do not have staff.
All this results in the lack of service of the service to our clients since as there is a rotation flow, the new employees send them quickly to a store with little training and when they enter the box area which for me is the most importantIt makes some processes or our service protocol be unknown and that causes discontent in some clients due to the lack of resolution of their problems and prefer to leave with the competition.
Consequences if a solution strategy is not established
If the problem continues and we do not put a solution strategy in action, it can bring serious internal and external consequences;Interns;Within the square for the Human Resources Department, it causes its percentage of rotation to rise in accordance with the standards and goal that each square is asked. Also to store employees causes tiredness since they generate overtime and also causes the loss of people and also causes the change in classification to stores for rotation. External;By not giving customers a strategy they notice the change and the discontent begin with the low service we are offering and for not covering their needs, they are also lost the loyalty of them and look for new brands or companies that can cover their needs. All this problem is a vicious circle, if we do not have content and satisfied with our staff there.
Viable strategy or solutions
A strategy that can be carried out to solve our problem is a series of activities that must be carried out, starting from the recruitment process until it reaches a store and fulfills a certain time process in the store for youradaptation. The activities are the following;
- Human resources needs to carry out activities designed to deal with recruitment and coordinate the necessary people for stores, human resources needs to find, build and maintain an environment of excellence in quality to better enable workforce in the achievement of the objectivesquality and operational performance of the company. All this starting with the interview guide to the letter to know if the candidate is viable or not.
- Once the theoretical training was completed, practical training would be passed where employees would be sent to schools has seen the reality of things and learn how to treat customers more closely.
- When the new employee concludes his suitable, Human Resources will be given the task of creating the appropriate profile for the new employee. This will help us to know in which area is more apt and give it its corresponding position in store.
- Another activity that can be implemented is the monitoring of the new employee, this means that it is given a motivation to continue in the store as it can be achieved, granting it when a small incentive is for 2 months such as a pin or thermo of a thermos ofCafé Andatti to absorb the sense of belonging and be loyal to the company.
- Activity focused on the customer service protocol is to carry out spontaneous and random evaluations every month in the square evaluating the service protocol and cashiers that comply with 100% of the evaluation, gratify the effort and dedication they have to their work with their work withA small meeting with all the managers of the square to grant them recognition, and if to encourage other colleagues who can also reward them for performing a good service protocol and creating clean and healthy competition among all colleagues.
- Also an implementation and motivation to create the loyalty of our employees is the celebration of each month with birthdays is something that is not done in the square and I think it is something very simple that can create something big.
- On the other hand, a strategy of the square and would officiallyI can buy or acquire free products as in the particular case of Andatti coffee cards in the purchase of 5 Coffee El Sixth is free, I think this marketing strategy in items throughout the store can create that the customer enters to buy orA frequent customer is created and in his regard he feels satisfied and has a loyalty to the store.
Conclusion of the course
What I learned from this course was to know the importance of the optimal service to the customer, the types and elements of service to the service, as well as this influences the increase in the productivity of organizations. I also knew that thinking about an exceptional service is rare, however, it is not an impossible dream since there are companies that give a magnificent service and as a result its profits are benefited, this could be observed in each activity that he performs with examples of myPersonal life and that I can also carry them out in my work center, knowing customers, their concerns, their needs and this causes the loyalty and loyalty of customers. On the other hand, when the service is bad, it loses everyone, loses the customer, loses the company, employees, suppliers. That is why an excellence service is more profitable, more attractive for both customers and employees and this leads to the future of the company.
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