Service delivery challenges

Service Delivery Challenges in the Retail Sector
Rapid growth can bring challenges as well as benefits for many companies. Our client, a major international hypermarket chain, faced a number of Human Resource (HR) challenges as a result of its fast expansion in terms of recruitment, and monitoring and maintaining in-store customer standards.

Gaining Insight into Customer Service functions
At our suggestion, the client adopted a mystery shopping programme designed to gain insight into how the customer service related functions were evaluated by customers. The results of the programme were then used to develop better employee performance management and service improvement initiatives.

Developing HR standards and Customer Service levels
As a result of our study, the client developed and augmented employee service standards. A store scorecard was developed, along with a management system to provide employee recognition and integration with the chain’s incentive schemes. Training effectiveness was evaluated by measuring customer service satisfaction, both before, and after, training.