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Goals in this section can be used with anyone working in

the retail sector who supervises or manages employees.

Customer Service

■Handle customer complaints so no more than one per

month go to head office.

■Talk with at least five customers per day to assess cus-

tomer satisfaction.

■Ensure that average customer checkout time is less

than four minutes.

■Provide customer service improvement suggestions to

head office at least twice yearly.

■Ensure that floor workers have sufficient product

knowledge to respond to customer inquiries effectively.

Scheduling/Staffing

■Reduce overtime 10% by hiring temporary and/or

backup staff.

■Reduce staff absenteeism to less than 1% of total days

worked in store.

■Ensure that all employees have adequate product

knowledge, as indicated by customer feedback.

■Ensure that all employees are properly certified as

required.

■Conform to staffing guidelines from the head office.

■Identify employees who are candidates for promotion

within next year and forward the information to human

resources.

■Develop and implement an employee-of-the-month

system so that 80% of the employees surveyed find it

constructive.

Retail/Merchandisng—Management

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