K-mart

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 st...