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To: John Yevins From: Ed Kinsey Date: 10-5-03 Subject: Customer service enhancement In response to our conversation concerning customer service, these are my three recommendations. 1- Checkout cashiers need to handle the merchandise like gold. When a customer sees enough value in a product to purchase it, the cashiers must treat the merchandise with that same value. I recommend training on the proper methods of handling merchandise. I also recommend periodic auditing of employees’ merchandise handling. 2- Response time on the service buttons must be reduced. Timely service is essential to keeping the customers business. I recommend periodic response time testing. This could be performed by assistant managers. I don’t feel like it would be a long time before employees began to respond faster to the button calls. 3- A cleaner employee appearance is needed. By enhancing the appearance of the employees, customers will feel more comfortable in our stores. I recommend a dress code of khaki slacks, a red collared shirt showing the company logo, no facial hair, and no extreme hairstyles. By fixing these three problems, employee pride will increase and they will feel better about the K-Mart company. This, in turn, will make a big difference in how customers are served.
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