E
EXCTC
Guest
As an ex- Ctc mgr. of over 10 years , here are some insightful suggestions for the company .
1.0 : Get rid of the dealers . Make every store corporately run . The dealers I have known are not concerned about good customer service . They are only concerned about the bottom line . Good qualified staff members do not matter , as they have 100's of applications to draw from . There is an incentive to run to store on less staff , as this means more money for the dealer .
2.0 : Shake up Auto Service . Do not allow any underhanded overselling by eliminating the flat rate system for techs . Put more qualified staff in Auto Service and pay them correctly for their skills . Also a massive technological update in required in Auto Service as the system is virtually a dinosaur currently .
3.0 : Loosen up on returns and make every store uniform in their policies . Currently each store can decide their own returns policies , which in some stores is virtually draconian and only causes the Customer Service Desk to be like a wrestling match .
4.0 : Force your suppliers to have a decent warranty . This means no " repair only " and " 7 day warranty " on particular items . Flex your 400+ store muscle . If the supplier will not comply , find another .
5.0 : Hire more adults with the correct skills . I have worked with some excellent young people , but the age/experience mixture should lean towards adults . Pay the adults correctly for their skills and use young adults as required .
6.0 : Have what you advertise . I understand that flyers are made up months ahead of time , but their is a consistent problem with out of stock items . Force suppliers to have stock for advertised items by eliminating those that consistently do not . Force dealers to take a minimum quantity for advertised items .
7.0 : Do not assume every customer is a thief ( some are but most are not ) . Do not make them jump through hoops for returns and cultivate a " customer is always right " approach in dealing with customers . Make them leave happy .
8.0 : Hire more staff . Not only is staff on the floor a prevention against theft , it also means that the customers demands are spread over more staff members . This lead to less burnt out staff and happier staff members who are willing to help .
1.0 : Get rid of the dealers . Make every store corporately run . The dealers I have known are not concerned about good customer service . They are only concerned about the bottom line . Good qualified staff members do not matter , as they have 100's of applications to draw from . There is an incentive to run to store on less staff , as this means more money for the dealer .
2.0 : Shake up Auto Service . Do not allow any underhanded overselling by eliminating the flat rate system for techs . Put more qualified staff in Auto Service and pay them correctly for their skills . Also a massive technological update in required in Auto Service as the system is virtually a dinosaur currently .
3.0 : Loosen up on returns and make every store uniform in their policies . Currently each store can decide their own returns policies , which in some stores is virtually draconian and only causes the Customer Service Desk to be like a wrestling match .
4.0 : Force your suppliers to have a decent warranty . This means no " repair only " and " 7 day warranty " on particular items . Flex your 400+ store muscle . If the supplier will not comply , find another .
5.0 : Hire more adults with the correct skills . I have worked with some excellent young people , but the age/experience mixture should lean towards adults . Pay the adults correctly for their skills and use young adults as required .
6.0 : Have what you advertise . I understand that flyers are made up months ahead of time , but their is a consistent problem with out of stock items . Force suppliers to have stock for advertised items by eliminating those that consistently do not . Force dealers to take a minimum quantity for advertised items .
7.0 : Do not assume every customer is a thief ( some are but most are not ) . Do not make them jump through hoops for returns and cultivate a " customer is always right " approach in dealing with customers . Make them leave happy .
8.0 : Hire more staff . Not only is staff on the floor a prevention against theft , it also means that the customers demands are spread over more staff members . This lead to less burnt out staff and happier staff members who are willing to help .