145
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
Copyright © 2004 by The McGraw-Hill Companies, Inc. Click here for terms of use.