Jaren Crane Jason Bilanzich Alex Garrard Kathryn Johnson

Customer Service Training

Overview*Where is the Item Located?*Problems with our Walmart’s Customer

Service*What We Must Know to be Better*Speed Checkout*Zone of Indifference*Solutions

Where is the Item Located?

* Ipad* Shotgun shells* Jeans* Pillows* Fork, knife, spoon kit* Shoes*Baseball bat*Bottled water*Canned milk*Bed linens* Jewelry*Cologne/perfume

Where is the Item Located? Answers:* Ipad - Electronics

* Shotgun shells – Sporting Goods* Jeans – Men's Clothing * Pillows – Home, Furniture, Patio* Fork, knife, spoon kit – Home, Furniture, Patio* Shoes – Apparel, Shoes, Jewelry*Baseball bat – Sports, Fitness, Outdoors*Bottled water - Groceries*Canned milk - Groceries*Bed linens – Home, Furniture, Patio* Jewelry – Appeal, Shoes, Jewelry*Cologne/perfume – Appeal, Shoes, Jewelry*Developing Pictures – Photo & Gifts

Problems with Our Walmart’s Customer Service

*Checkout*Lack of desire to help customers*Training background

Checkout*Checkout is SLOW*LONG lines and FEW cashiers

Lack of desire to help customers

*Little Interest*Cultural Barriers*Fear

Training Background*Lack of knowledge of locating items

*Pushing off customers to other employees

What We Must Know to be Better

*Loyalty*Value*Customer Turnoffs

Earn your customers loyalty with 3 steps*1- Continuously sharpen insights into areas

where you may be falling short.

*2- Reduce or eliminate value, systems, and people turnoffs.

*3- exceed customer expectations to create a positive awareness.

What is Value?

*Value – the regard that something is held to deserve; the importance, worth, or usefulness of something. What the company intends to exchange with its customers*High quality and great value are very

important. *Great Value brand should represent Great

Quality as well.

Avoid Turnoffs*Value Turnoffs*Systems Turnoffs*People Turnoffs

Value Turnoffs*Poor guarantee or failure to back up products*Quality not as good as expected*Price too high for value received*Overly complicated or difficult-to-use

products

Systems Turnoffs*Slow service or help not available*Business place dirty, messy, or clustered*Low selection or poor availability of product*Inconvenient location, layout, parking, or

access

People Turnoffs*Lack of courtesy, friendliness, or attention*Employees who lack knowledge or are not

helpful*Sloppy appearance, poor grooming, or

annoying mannerisms*Distraction clothing, piercing, or tattoos

Zone Of Indifference

SatisfiedDissatisfied

Motivated

Speed Checkout*Shoes*Hat*Shotgun*Ammunition*Perfume*Cologne*Tires*Papaya*Toys*Jeans

*Refrigerator*Bicycle*PlayStation 3*Cell phone*Tape measure*Computer*Picture frame*Bananas*TV*Watch

SOLUTIONS

Checkout*Speed:*Training all employees on the cash registers*Two employees for four self-checkouts

*Long Lines and Few Cashiers: *Open more registers creating shorter lines*Two employees at each register; one

scanning items, the other bagging

Lack of desire to help customers

*Little Interest:*Required to say hello and ask if they can

help the customer*Cultural Barriers:*Speak as much English as possible*Familiarize yourself with the culture

*Fear:*Put in practice what you learn*Face the fear head on*Just do it

Training Background*Lack of knowledge where items are

located:*Know department/store layout

*Pushing off customers to other employees:*Multiple employees in each department*Broader knowledge of products

available/not-available in the store *Be sure to understand what the customers

are searching for

References* Earn your customers loyalty with 3 steps

* Timm, Paul R. “Customer Service, Customer Success Through Customer Loayalty.” Sixth Edition. P. 103.

* Value* Timm, Paul R. “Customer Service, Customer Success Through

Customer Loayalty.” Sixth Edition. Pgs. 95, 99, 103. https://www.google.com/#q=value

*Avoid Turnoffs* Timm, Paul R. “Customer Service, Customer Success Through

Customer Loayalty.” Sixth Edition. P. 95. *Walmart Logos

* https://www.google.com/search?q=solutions&source=lnms&tbm=isch&sa=X&ei=Ug6cUobLCsPooASg74HIBA&ved=0CAcQ_AUoAQ&biw=723&bih=778#q=walmart+logo