Learning Stores Gold Training

1. Learning Stores Gold Training Customer Service December 2010 v9.0

2. Customer Service…itstarts with me5 Point Plan • Look great – • my uniform is clean and tidy and I have my name badge on • Smile and say Hello – • Smile and make eye contact • Offer to Help – • If a customer looks puzzled, I ask if I can help • If they can’t find a product, I take them to it • If I can’t help them, I find someone who can • Always ask – • If there is anything else I can help with • Thanks and Good-bye • I always say “Thank you for shopping with us” or “good-bye/thanks and see you next time

3. Customer Service Behaviours • Write down the attitude and behaviors you see in your team that support good customer service • Write down the attitudes and behaviours that DO NOT support good customer service • Be specific • You have 3 minutes

4. Shadow of the Leader

5. Give ’Em a Pickle Video

6. Give ’Em a Pickle Debrief Service • Great customer service happens when you exceed customers expectations by adding your special touch and by having the courage to make things right.

7. Give ’Em a Pickle Debrief Attitude • How you think about the customer is how you’ll treat them. A shining attitude is contagious around customers and shows in the quality of your work.

8. Give ’Em a Pickle Debrief Consistency • Customers return because they liked what happened last time. Set high service standards and live them every day.

9. Give ’Em a Pickle Debrief Team work • Look for ways to make each other look good. In the end, everything we do ends up in front of the customer.

10. Importance of Customer Service Think of the last time you got service that didn’t meet your expectations. What happened? How did it make you feel? What did you do about it?

11. Importance of Customer Service Statistics show: 96% of customers who are dissatisfied with the service they received will not complain about it! But…they will tell others about their experience and they may decide not to return.

12. Importance of Customer Service If 96% of customers don’t complain then…. • For every 1 customer who complains there would be 24 others who we don’t hear from • 25 customers x $200 a week in groceries = $5000 • $5000 X 52 weeks = $260,000 per year in potential lost sales How much money is your store losing because of unhappy customers??

13. Importance of Customer Service When customers complain they are giving us the chance to deal with their dissatisfaction. When a complaint is handled well it can actually BUILD customer loyalty!

14. Importance of Customer Service 97% of customers with complaints would return if the complaints were handled quickly and pleasantly!

15. CLEAR Steps to Handling Complaints The CLEAR steps will help you handle customer complaints effectively Stay Calm Listen Empathize Apologize Sincerely Resolve

16. The CLEAR Steps Stay CALM

17. The CLEAR steps LISTEN

18. The CLEAR steps EMPATHIZE

19. The CLEAR steps APOLOGIZE

20. The CLEAR steps RESOLVE

21. Our Voice When customers have an issue, they don’t always just see you, they see the Company. When communicating with customers it is important to remember who your audience is and tailor your approach accordingly. In all cases, when communicating with a customer, vendor or a colleague, you should be: - Polite and respectful - Professional but not “corporate” - Friendly and accessible - Honest and genuine - Firm when necessary

22. Loblaw Voice – Dos - Tell it as it is - Keep language simple, straightforward and relevant - Use clear and concise words and phrases - Be inclusive and conversational – use “we, our, you” - Do consider if it is appropriate to address someone by their first person’s first name. - Use the active not passive voice - When appropriate, validate your customer’s position. - Clearly indicate any actions taken or required - Take the time to think about what you are saying - Consider your communication from the customer’s perspective

23. Loblaw Voice - Don’ts - Don’t use abbreviations or acronyms - Avoid using internal jargon or industry terminology - Don’t use unnecessarily complicated or formal language - Avoid repetition - Don’t talk down to your audience - Watch choosing words that are too casual

24. Importance of Customer Service Move Form other friendships Change because price is cheaper Were dissatisfied with the service or product Switch because they perceive an attitude of indifference toward them by the staff • Why Customers Quit: • 4% • 5% • 9% • 14% • 68%

25. National Returns Policy

26. National Returns Policy

27. PC Guarantee The President’s Choice controlled label is a critical part of our business success, and we stake our name on the quality of PC products. If a customer is ever unsatisfied with a PC product, our policy is to provide a full refund.

28. Take 5 minutes to brainstorm a list of customer complaints

29. Customer Service Demonstration Role Play Calm Listen Empathize Apologize Resolve

30. CLEAR steps Role Play Break into 4 teams In each team: • One person plays the complaining customer • One person plays the Dept. Manager handling the complaint • The remaining team members are observers The objective is to use the CLEAR steps

31. Providing Feedback on the Role Play For each of the CLEAR steps: • Provide feedback on what the Dept. Manager did well • Provide feedback on what you feel the Dept. Manager could have done better Calm Listen Empathize Apologize Resolve

32. The Customer Satisfaction Survey

33. Customer Satisfaction Survey The objectives of the survey are to: • Measure how well we deliver a satisfactory shopping experience to LCL customers • Provide results to store management using a “score card” system that is easy to understand • Enable store managers to take actions that will improve the shopping experience of our customers

34. What Does the Survey Measure? The survey measures the total store and individual departments on: • Shelf availability • Product quality • The ease of locating products • Cleanliness • Proper staffing levels • The overall look of the store (signage, brightness, etc.) • The store being neat, tidy and uncluttered • The selection of ethnic products • The checkout experience being fast and efficient

35. What Do Stores Do with the Results? • Review and understand the results • Communicate the results to the store team • Develop an action plan to address the results • Share the action plan with the store team • Follow up regularly to ensure proper execution

36. The ACCOUNTABILITY LADDER POWERFUL Get on with it Find solutions Own it Acknowledge Reality POWERLESS Wait and Hope I Can‘t -Excuses Blame others Unaware and/or Unconscious

37. Accountability Ladder Exercise • Break into 4 teams • Each team takes 2 rungs from the ladder – 1 from the top and 1 from the bottom • Put into words what someone might say if they were on this rung of the ladder • For example, if someone was on the first rung – Unaware/ Unconscious - they might say something like “All my customers are happy. I never hear them complain.” • You have 5 minutes

38. Wrap Up

39. Daily Feedback and Wrap-up