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Customer Service
We provide exceptional service and creative solutions to
enhance our customer’s lifestyles.
~Always smile and acknowledge every customer you
encounter.
~No gum chewing, eating or drinking on the sales floor.
~No more than three customers waiting in line at the
cash register.
~Practice good phone etiquette.
~Thank every customer for shopping with us.
~Wear your appropriate uniform, name badge and be neat
and clean in appearance.
~Address our customers by name whenever possible.
~During peak hours, no freight delivery, projects or
other issues that may take away from customer service.
~Apply our “No Hassle” return policy.
~8 ft. rule – must greet and assist customers within 8
ft.
Customer Complaint Resolution
Sometimes, in spite of our best efforts to provide
helpful service and meet our customers’ needs, a
customer is dissatisfied. They have a concern and want
to express a complaint. One of the key factors impacting
customer engagement levels is how well problems are
handled. The way we respond to a customer complaint can
determine if we have retained and strengthened our
relationship with the customer or harmed it further. It
is our chance to make things right for the customer and
show them we care.
Usually a customer voicing a
complaint wants two things:
~To express their feelings.
~To have the problem resolved.
Complaint Resolution Procedure
Phone Etiquette
A friendly greeting while answering the phone is just as
important as the way you greet anyone in person. If you
create a bad impression on the phone, that person may
have a negative perception of our Company. You should
treat callers the same way you treat someone when face
to face, like an honored GUEST. By following the GUEST
approach, you will be able to give legendary customer
service over the phone. Follow this five step approach:
~Greet the customer
~Uncover the need
~Exceed expectations
~Strengthen the relationship
~Thank the customer
Treat each and every customer as if
they were a GUEST. By effectively addressing phone
customers in the GUEST way, you will be showing your
customers that their questions and relationship matters
to you. You will be making the difference by creating a
caring, helpful and friendly environment, all over the
phone!
G.U.E.S.T.
Mystery Shopper Program
MVL stresses the importance of customer service. The
purpose of the mystery shopper program is to ensure
superior customer service in each store. This is
achieved through monthly “mystery” evaluations of each
store. The criteria on which the evaluation grades are
based on are exterior/ interior store appearance,
employee service, purchase, and customer satisfaction.
Feedback is provided to the store’s
management team. The mystery shopper will purchase an
item and provide a brief description of their experience
in the store. He/ she may even provide the name of the
associate that assisted and the cashier’s name for
follow up by the store manager. The company standard is
90%.
Phone Shop Program
The phone shop program is designed to assess the quality
of customer service of each ACE Hardware and Ben
Franklin Craft store. A phone call is made to each store
and a series of questions are asked. The questions are
consistent with the respective store to ensure a fair
assessment. The purpose of the phone calls and questions
is to evaluate the phone etiquette and product knowledge
of the employees. The criterion that is used to grade
the employees is based on the caller’s perception of the
employee’s accessibility, approachability, and product
knowledge. The results are given to the lead managers.
Phone Shop Assessment Sheet
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