Shannon Loewy slide presentation ppt

Slide 1:The Effects of Graphic Feedback, Goal Setting, and Positive Reinforcement on Customer Service Behaviors

Shannon Loewy

Slide 2:Introduction

Customer Service is of extreme importance in the retail industry Setting of this study claims to be experts in the area of Customer Service Spend millions of dollars annually on initiatives to increase Customer Service Performance is still sub-par when compared with competition

Slide 4:Purpose

The purpose of the current study was to evaluate the techniques of graphic feedback, goal setting, and positive reinforcement when used in a large retail setting.

Slide 5:Setting and Participants

Large retail store specializing in home improvement 2 locations All employees of both stores Approximately 150 employees in each Part-time, full-time, male, female, 18-65

Slide 6:Dependent Variables

Every customer within 10-feet Customer Greeting Eye Contact Smiling Showing the customer to the requested item Measures developed from Winsted (2000) and manager input

Slide 7:Experimental Design

ABC multiple baseline across settings Direct Observation - 20 interactions or 30 minutes At front entrance to store Roaming throughout store Mystery Shoppers

Slide 8:Store Layout

Cat cat cat cat cat cat cat cat cat cat cat cat cat cat cat cat cat cat cat

Slide 10:Baseline Data

Cat cat cat cat cat cat cat Cat cat cat cat cat cat cat cat cat Cat cat cat cat cat cat cat cat cat ca cat cat cat cat Cat cat cat cat cat cat cat cat cat cat cat cat

Slide 11:First Intervention

Graphic Feedback Graphic Feedback was posted first in Store 1, then in Store 2, displaying store averages for each IV Posted twice per week in employee break room Comments made on graphs based on performance

Slide 13:Graphic Feedback Data

Cat cat cat Cat cat cat ca Cat cat cat cat cats cat cat Cat cat cat c

Slide 14:Second Intervention

Goal Setting Goals posted on graphs Based on current performance Raised once current goal is met Positive Reinforcement Managers as reinforcers Manager training Immediate, verbal reinforcement

Slide 15:Goal Setting and R+ Data

Slide 16:Greeting - Store 1 Back

Slide 17:Goal Setting and R+ Data

Slide 18:Smiling - Store 1 Back

Slide 19:Goal Setting and R+ Data

Slide 20:Eye Contact - Store 2 Front

Slide 21:Goal Setting and R+ Data

Slide 22:Smiling - Store 2 Back

Slide 23:Inter-Observer Reliability

Taken in 25% of sessions Means for all behaviors greater than or equal to 98% agreement No individual session below 90% agreement

Slide 24:Discussion

Some improvements seen with the initial posting of feedback and with implementation of R+ and goal setting Minimal improvements possibly due to restrictions of working in large corporation and manager turnover Verbal Reinforcement may not be strong enough reinforcer Placement of Feedback Graphs

Slide 25:Implications

PM techniques could be effective in improving customer service in a large retail setting Further research needed to specify which techniques and how best used Could save companies a lot, this intervention cost the company $0.00

Slide 26:Questions?