#1 Posted: 15 Jan 2008 00:09
I was just given a new "team" of employees, most of whom are not customer-centric. We are transitioning into a new era in our store, and we're opening the formerly "closed" sales floor (as in, commission driven, department only type of mindset), to try to encourage a selling community instead of a cashiering community.
I am looking for fresh ideas and tips for ways to train my green team (because, honestly, though they've been with retail a long time, they're fairly green to the CS concept) and really make it stick.
There has been a lot of transition, and they're very wary of management right now, as well as wary of the company themselves. Many are very self-centered when it comes to their sales, thinking of the SPH and commission earned instead of the customer satisfaction level (and they can't seem to grasp the vision that outstanding customer service would lead to increased SPH) ... and I am trying to formulate a plan to begin implementation shortly.
I appreciate any ideas and advice. Thank you in advance!