Read part 1 and I'll send part 2 next

Sam, the store manager of P-Town, works with Andrew to develop customer service loyalty training. Most organizations can benefit from loyalty programs if they are done right. P-Town does well on all of the six customer needs-to feel welcome, to feel understood, to be comfortable, to be appreciated, to feel important, and to feel respected. However, P- Town should further their development of understanding customers. Sam: In order to create customer loyalty, we need to train our people. Based on these surveys, what do you think makes customers loyal to P-Town? Andrew (flipping through papers): Well, based on this information, customers like that we know our products, communicate well and obviously our associates care about customers. They seem to appreciate our return policy as well. Sam: I also remember reading something about our website? Andrew: Yes, customers said they like the option of ordering online and picking up in store and also being able to shop online AND in store. Sam: Ok, so based on this information, let's brainstorm some training topics. It would seem that in our hiring process we should make sure to hire people who are enthusiastic and excited to be here. This is a good starting point. Andrew: Absolutely. We have done a pretty good job at that, but keeping this forefront in our mind is a good first step. I also think a training topic in the area of ethics is a good idea. Many people think it is common sense, but I think everyone can always improve. Sam: Ethics is a good one. What about continuing some training on product knowledge? Maybe we can do a monthly highlight of particular products and even bring in the manufacturer reps to present. Andrew: Yes, we can also teach our employees how to solve customer problems and complaints. Sam: Good. What about basic professionalism? For example, how to greet customers, clothing, communication style and things like this? Andrew: Great idea. This is a good list so far. What are next steps in development and implementation? Sam: Well, if you could develop sub-topics for each of these areas or a list of important points, we can develop some material surrounding this. 16 Next