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Page 72 APRIL 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

Strategies include: quality audits, customer

satisfaction surveys, measuring retention

rates, and valuing of new business.

Quality teams solve

problems as well as

launch new opportunities.

Branch offices

are continually monitored

and assessed

with over a quarter of

a million customer

satisfaction surveys,

as well as use of covert shoppers who even

count the smiles per point-of-encounter employee.

Training and guidance help to keep these efforts

a top priority. A new program called "Quality Champions" has covert shoppers

spend time training staff on how to improve

the quality of their service.

To the customer, Banc One's message is

straightforward - "Whatever It Takes" to meet

your needs, to keep you as a customer, or to

win you over as a new customer. The W.I.T.

program awards point-of-encounter employees

with a special button called a "Witty" to those

observed doing the job in the true spirit of the

slogan. The criteria are superior work or effort

which results in retaining a customer, an effort

requiring significant sacrifice of personal time

or resources in order to do "Whatever It Takes,"

and an effort which encouraged or resulted in

superior teamwork. In essence, every Banc One

employee shares the same three-word job description -

"Whatever It Takes."

THE LINGERIE SPECIALIST

~ Over 1,000 styles in stock! ~

• Lingerie sells year round

• We welcome small orders and

deliver worldwide.

• Many clearance items giving you

100% mark-ups.

• Large pro� ts

www.flirtywholesale.com

Half Cut Garter

Bustier $16.01

Hot V Neck Baby

Doll $13.34

Open Front Mesh

Baby Doll $9.23

Pink Bra - Panty

Set $7.80

Sexy Corset

$20.01

Sexy Polka Dot

Teddy $9.67

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