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We have worked with many clients over the years. This featured
case study showcases our client success.
A retail organization, with two locations,
was experiencing an increase in customer complaints. The organization
recently changed ownership and was looking to exceed their current
market share. The following assignments were carried out by targetHR:
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Assignment
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Conduct a needs assessment, from three perspectives: Customers,
Employees and Management.
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Results
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Their business focus was redefined, i.e.: a decision was made to
remain in the horticulture area vs. changing to a ‘general store’
concept. Developed a mission and a customer service vision for the
organization. Revised current customer loyalty program to make it
more customer friendly, which resulted in a 130% increase in customer
participation over a two year period.
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Strategy
and
Process
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Facilitate sessions with management to identify their perceptions
of critical issues within their current operations. Conduct customer
focus groups with current customers from their ‘loyalty’ program
to determine their needs and expectations from retailer. Conduct
employee interviews to understand current issues at both retail
locations.
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Assignment
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Design, develop and deliver a customer service training program.
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Results
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Increased customer service skill level of all employees from both
the internal and external customer perspectives. Improved telephone
courtesy and problem solving skills. There was an 85% decrease in
customer service complaints the year following the training. Complaint
levels continue to remain low. On the whole, the professionalism
of the business has increased to the point they are considered the
industry leader.
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Strategy
and
Process
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Outline the actions to be taken by all employees to achieve the
mission and customer service vision. Design, develop and deliver
a two day customer service training program for all permanent employees.
Conduct ‘train the trainer’ session with selected internal trainers
to deliver the program on an annual basis to new seasonal employees.
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Assignment
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Train management team on effective hiring procedures.
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Results
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Hiring is more effective. All new hires, in which the recommended
process was followed, had the "right skills" for the job hired.
Will not hire any employee without first conducting a reference
check (even if the call is out of province or to the U.S.).
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Strategy
and
Process
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Establish hiring criteria for each position and determine appropriate
hiring process and tools (interview questions, candidate evaluation
guide, reference checklist). Train hiring managers in the recruitment
and selection process. Conduct a follow-up session to clarify any
issues that arose once the process was implemented by Managers.
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Assignment
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Produce an employee handbook for distribution to all employees.
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Results
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All new employees participate in a one day new employee orientation
session which includes customer service training and the distribution
and review of the employee handbook. In addition, all new employees
know, understand and are working to the same set of ‘rules’. Employee
relations issues have been minimized.
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Strategy
and
Process
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Research current employment practices, policies, programs, benefits
and opportunities. Reach agreement from management on what information
should be communicated to employees. Ensure adherence to government
legislation.
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