Case Study : Sorry For The Delay Essays

Case Study : Sorry For The Delay Essays

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Sorry for the delay; last week I was wrapping up my final term paper for class. I’m proud to say that I passed the class with an A.
To speak on the topic we spoke about in your office, you asked me to come up with things that I think we should change about the store flow that could impact our customer experience.
First, I think that making sure our employees are trained up on Our Promise is a start. Some folks don’t realize how those simple 5 steps can change the store flow itself. But I want to take the time to speak on two processes that we could change and start doing that will impact the flow and our customers.

Currently when our customers walk in our locations they are expected to be greeted by someone within 10 seconds. Once that SSR or employee greets the customer and does the first step of the 5 key behaviors which is "Warm welcome with friendly and genuine greeting and exchange names". Once we get the customer name we type in their number into the queing system, then we must type out their name and description. Why wouldn’t we have the system to automatically populate the account holders name and all authorized users, then the greeter could select their name and it shows up on the monitor. Two things happen here, it’s time we get the customers number and place the name in the queue for them to wait, if there 's a long wait time anywhere from average 15 to 20 mins some times longer to find out they can’t be helped because the person in the location isn’t on the account. That leads to bad customer experience because they have waited and no one told them that they weren 't on the account. The second thing is when locations get busy and we get the customers number, there are so many different cultural, nationalities, and d...


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...h normal day to day transactions that print receipts; we could send those to customers email or text. Save money there as well.
Now if the customer must insist on having a printed receipt or CSS we still have that option. But, just like other things change is good and helps our customers get more comfortable with technology.
These are two process that will help with the flow in our location and impact our customer experience in a positive way. Which also make things easier and simple for our employees. We know the idea is to do more with less people. But we must give them the tools to be able to do those things fast, efficiently and also remain friendly.


Let me know when you want to set up some time and speak about this. Also, I could put a presentation together on this. I just wanted to get these ideas to you as soon as possible.

Take care and have a good week

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