A US Grocer's Embrace of Customer S

A US Grocer's Embrace of Customer Service

Safeway launched its Superior service Program about five years ago. Among its rules : Make eye contact with the client, smile, greet him or her, offer samples of products, make suggestions about other possible purchases that could go with the items being bought and accompany them to locate items they cannot find. They believe the program has resuletd in increased sales.
To encourage staff to follow the rules, Safeway employs an undisclosed number of "mystery shoppers" whose job is to act like regular customers. They grade workers on a 19-point scorecard, and the results affect the performance evaluations of the worker and his/her managers.
Workers who do well earn a chance at winning $500 worth of company stock, and managers whose workers are extremely friendly can receive additional bonuses.
Those who are graded as having poor customer service skills are sent to a training program to learn how to be friendlier. Some cynical workers call it smile school : others call it clown school.
Corporate efforts to brighten the shopping experience-such as yellow happy-face stickers and 'have a nice day' slogans _ have typically drawn mixed reactions. But few have caused as much angst among the sales staff as Safeway's has. It has also had some unexpected side effects. There have been debates on the Internet and among customers about false and genuine friendliness.
There have been complaints by female workers in California who say that male customers have misinterpreted their friendliness and according to some Safeway workers, the whole program is contributing to growing morale problems among the staff.
In recent interviews, half a dozen Safeway workers said the rigid implementation of the Superior Service program has left some workers feeling so overstressed that they quit. Safeway officials said they were not aware of any employee who had resigned because of the program.
Some workers said they had been penalized for not smiling enough even though they felt they could not. One woman said she was marked down by mystery shoppers when she was going through a painful divorce.
The policy of leading customers to a product they cannot find also causes some problems, workers said.Some shoppers seem to enjoy directing people around the store. Lonely, elderly people in particular, they said, sometimes seek to be accompanied for an extended period, even through their entire shopping list.

Результаты (английский) 1:

A US Grocer's Embrace of Customer ServiceSafeway launched its Superior service Program about five years ago. Among its rules: Make eye contact with the client, smile, greet him or her, offer samples of products, make suggestions about other possible purchases that could go with the items being bought and accompany them to locate items they cannot find. They believe the program has resuletd in increased sales. To encourage staff to follow the rules, Safeway employs an undisclosed number of "mystery shoppers" whose job is to act like regular customers. They grade workers on a 19-point scorecard, and the results affect the performance evaluations of the worker and his/her managers. Workers who do well earn a chance at winning $ 500 worth of company stock, and managers whose workers are extremely friendly can receive additional bonuses. Those who are graded as having poor customer service skills are sent to a training program to learn how to be friendlier. Some cynical workers call it smile school: others call it clown school. Corporate efforts to brighten the shopping experience-such as yellow happy-face stickers and ' have a nice day ' slogans _ have typically drawn mixed reactions. But few have caused as much angst among the sales staff as Safeway's has. It has also had some unexpected side effects. There have been debates on the Internet and among customers about false and genuine friendliness.There have been complaints by female workers in California who say that male customers have misinterpreted their friendliness and according to some Safeway workers, the whole program is contributing to growing morale problems among the staff. In recent interviews, half a dozen Safeway workers said the rigid implementation of the Superior Service program has left some workers feeling so overstressed that they quit. Safeway officials said they were not aware of any employee who had a following because of the program. Some workers said they had been penalized for not smiling enough even though they felt they could not. One woman said she was marked down by mystery shoppers when she was going through a painful divorce. The policy of leading customers to a product they cannot find also causes some problems, workers said. Some shoppers seem to enjoy directing people around the store. Lonely, elderly people in particular, they said, sometimes seek to be accompanied for an extended period, even through their entire shopping list.

Результаты (английский) 2:

US Grocer's A Embrace of Customer Service Safeway launched its service Superior Program about five years ago. Among its rules: Make eye contact with the client, smile, greet him or her, offer samples of products, make suggestions about other possible purchases that could go with the items being bought and accompany them to locate items they can not find. Believe the program They resuletd has increased in sales. To encourage staff to follow the rules, Safeway employs an undisclosed number of "mystery shoppers" whose job is to act like regular customers. They grade workers on a 19-point scorecard, and the results affect the performance evaluations of the worker and his / her managers. Workers who do well earn a chance at winning $ 500 worth of company stock, and managers whose workers are extremely friendly can receive bonuses additional. Those who are graded as having poor customer service skills are sent to a training program to learn how to be friendlier. Workers call cynical Some smile school it: others call it clown school. Corporate efforts to brighten the shopping experience-such as yellow happy-face stickers and 'have a nice day' slogans _ have typically drawn mixed reactions. But few have caused as much angst among the sales staff as Safeway's has. It has also had some unexpected side effects. There have been debates on the Internet and among customers about false and genuine friendliness. There have been complaints by female workers in California You will who say that male customers have misinterpreted their friendliness and according to some Safeway workers, the whole program is contributing to growing morale problems the staff among. In recent interviews, half a dozen workers Safeway said the rigid implementation of the Superior Service program has left some workers feeling so overstressed that they quit. Officials said they Safeway were not aware of any employee who had resigned because of the program. Some workers said they had been penalized for not smiling enough even though they felt they could not. Woman said she One was marked down by mystery shoppers when she was going through a painful divorce. The policy of leading customers to a product they can not find also causes some problems, workers said.Some shoppers seem to enjoy directing people around the store. Lonely, elderly people in particular, they said, sometimes seek to be accompanied for an extended period, even through their entire shopping list.

Результаты (английский) 3:

a us Grocer's embrace of customer service

Safeway launched its superior service program about five years ago. among its rules: make eye contact with the client, smile, greet him or her, offer samples of products, make suggestions about other possible purchases that could go with the items being close and after them to locate items they cannot find.they believe the program has resuletd in increased sales.
to encourage staff to follow the rules, Safeway employs an undisclosed number of "mystery shoppers" whose job is to act like regular customers. the other workers on a 19 - point scorecard, and the results affect the performance evaluations of the worker and his / her managers.workers who do well and earn a chance at $500 worth of company stock, and managers and workers are extremely friendly can receive additional bonuses. those who are graded as having poor customer service skills are sent to a training program to learn how to be friendlier. some cynical workers call it good school, others call it clown school.
corporate efforts to brighten the shopping experience - such as yellow happy face stickers and 'have a nice day "slogans _ have drawn over and reactions. but few have caused as much angst among the sales staff as Safeway's has. it has also had some unexpected side effects. there have been debates on the internet and among customers, was false and genuine. "there have been complaints by female workers in california who say that male customers have misinterpreted their city and according to some Safeway workers, the whole program is contributing to growing morale problems among the staff. in recent interviews,half a dozen Safeway workers said the rigid implementation of the superior service program has left some workers feeling so overstressed that they quit. Safeway officials said they were not aware of any employee who was revealed because of the program. some workers said they had been penalized for not smiling enough even though they felt they could not.one woman said she was marked down by mystery shoppers when she was going through a painful divorce.
the policy of leading customers to a product they cannot find also causes some problems, the workers said. some shoppers seem to enjoy directing people around the store. lonely, elderly people in particular, they said, we are to be just for an extended period.even through their entire shopping list.