questions 1. write a script for student B in 5 to 10lines (store manager). what he will communicate with HR in this situation? 2. what type of training program might benefit to both employees and organizational objectives within this retail setting?

what store manager should do instead of firing some of the customer service clerks?

SETTING This role play takes place in a retail setting. The store is a large pharmacy based franchise that provide pharmacy services along with health, beauty, food, and small home products to customers. This particular store is always busy and offers a customer service survey to customers each time they complete their purchases. Feedback from the customer service surveys is sent directly to the Regional store manager's attention. It includes both positive and negative comments and anonymous custome ratings. Over the past quarter, the customer service ratings have been plummeting. Consistent feedba includes the perception that the check-out clerks are unfriendly, bored, and disinterested in providing good service. Feedback about the pharmacy services is generally more positive. Customer feedback al indicates that customers now will only go to the store to get their pharmacy-related items and would rather shop elsewhere to purchase other available products. Sales are starting to drop. If this pattern continues, this store will be in jeopardy. The store manager has asked to meet with the Regional Hum Resources practitioner to see what can be done to change this pattern. Chapter 1 Con 2005 by Nelson Education Student B: Store Manager You have asked to meet with the Regional Human Resource practitioner in order to get some advice on how to change the negative perceptions and patterns for the store that you manage. As the sales of the store are declining, you know that you will have to cut staff and that your own job will be in jeopardy. You do not have a lot of time to turn the sales around. You want to see changesrig place by the end of the next quarter. Your goal is to hire and retain only friendly and productive customer service clerks in the store who can keep customers happy. You are considering firing some of the customer service clerks immediately but would like to see if the Regional HR practitioner has any better solutions to this