In a retail setting, a store manager observes a decline in customer satisfaction scores. The manager believes the issue lies in the interaction between employees and customers. Wha... In a retail setting, a store manager observes a decline in customer satisfaction scores. The manager believes the issue lies in the interaction between employees and customers. What corrective action should the manager take to address this deviation?
Understand the Problem
The question is asking for the appropriate corrective action a store manager should take to improve customer satisfaction, focusing on the interaction between employees and customers. The options provided suggest various strategies to address the identified issue.
Answer
Providing additional customer service training for employees.
The best corrective action is providing additional customer service training for employees.
Answer for screen readers
The best corrective action is providing additional customer service training for employees.
More Information
Training employees in customer service can enhance their skills in interacting with customers, leading to improved satisfaction scores.
Tips
A common mistake is to focus on superficial changes like dress code when the problem is interpersonal skills.
Sources
- Understanding Customer Experience Throughout the Customer Journey - journals.sagepub.com
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