memo

MEMO To: All EHC Products employees

From: Jon Cass Executive Manager

Subject: New policies to improve customer service

Date: October 15, 2016

Effective Monday, September 15th, 2016 EHC Products will be introducing new policies to improve customer services across all areas of business. My role as the new Executive Manager is not only to improve morale for all employees but help drive customer services throughout the store.

Customer Service Improvement Policies

The purpose of the new customer service polices is to help make EHC Products a more desirable place to shop at and provide world class customer service.

Ø Discovery. This includes listening to the customers’ needs as soon as they walk in the door and discovering their story as to why they are at EHC Products today. This new skill will require listening with intent and truly understanding what the customer needs, wants, and why they are here.

Ø Stating Your Role. By telling the customer what your role is at the beginning of meeting them, you are building a connection with the customer and showing them that you have their back. By having the customers back, you are showing them you are here to assist them through their buying journey and answer any questions they have along the way.

Ø Coronation. With these new policies we will be having all departments working together to provide world class customer service. This means all departments will be held to the same standard and not just the front of the store must abide by these rules. Included in this coronation, all departments must be free to interact with each other. This means if one department does not have the answer to a customer’s question you should coordinate with the proper department to meet the customer’s need.

Reward and Review Systems

With these new systems for customer service, management is also adding new systems to get a better voice of the customer, now known as VOC. VOC allows the customer to give feedback about their visit to EHC Products and how we can make adjustments to improve their next visit and keep them coming back.

Ø Bonuses. Bonuses will now be achievable via VOC scores, based on your own personal VOC scores which will be graded at the end of every month and you may be able to receive a cash bonus.

o By having a score of 80% or higher for the month you will receive $500 cash bonus and if you are able to keep a 90% score for the month you will receive a $750 cash bonus.

Ø Annual Vegas Trip. Effective of November 1st 2016 every year associates who are able to maintain an average VOC score of 85% throughout the year will be eligible to go on an all-expense paid trip to Las Vegas.

o Last qualification date to be eligible for the Las Vegas trip is June 1st of each year. You must have a VOC score average of 85% in order to attend.

o The Las Vegas trip includes free airfare to Las Vegas hotel Caesars Palace along with a free 3 day and night stay with free meals and an annual VOC dinner party where you will be able to relax and enjoy a comedy show with all other members who qualified and other management officers.

It is management’s goal to use this new system to improve the customers experience at EHC Products and create a better work environment for both the customers and employees to provide world class customer service.