Business email best practices and sample templates

Company Email

Two alternatives to increase the company's customer service score

Dear Greg,

I first would like to thank you, for providing me the opportunity to oversee your four store locations as the retail division manager. This is a large responsibility, and one that I am willing to accept. One of my roles is to ensure the competitiveness of our growing franchise. Customer service is a pivotal strength of our business; however, it has been declining of late.

I understand that with any business customer service is paramount to success. BCCC is no different in this regard. This is particularly true as competition is pervasive in all of our markets. Competitors, particularly in our industry, will strike at any opportunity to steal market share from our company. I understand this dynamic and have enclosed recommendations to keep the company competitive from a customer service perspective. Over my tenure as manager, I have amassed all the negative and positive reviews of service. As such, I have obtained a large sample size to base the enclosed recommendations on. In addition, the recommendations are simple, and can create an immediate impact on our overall customer service scores.

Recommendation 1: Cleaning Duty

The majority of complaints stem from the cleanliness of the store, and the professionalism of our sales staff. Of the 27 complaints received from customers, 18 of them (67%) pertained to professionalism of selling staff and cleanliness of the facility. To address these issues, the first approach will be to allocated "Cleaning Duty" assignments to all working associates throughout the day. In essence cleaning duty will require two individuals, each hour of operation to inspect the facility. Upon inspection, any dirty or damaged areas must be cleaned in a prompt manner. The inspection will include tables, bathrooms, floors, countertops, drink machines, window, doors, and other areas that easily visible to customers. The cleaning duty shifts will be evenly distributed between all workers throughout the day to minimize any animosity, resentment or ill-will between workers. Upon completion of cleaning activities, management will then inspect the entire facility to ensure that the work was completed. The manager will then provide his signature on the cleaning inspection sheet for every hour that he inspects. I personally, will audit all four stores inspection sheets to ensure accuracy, and completion of tasks

To summarize, the recommendation will include:

1) Implementing cleaning duty every hour

2) Allocation of cleaning duty will be even across all workers throughout the day

3) Manager must inspect the results of employee cleaning, and verify completion

4) Retail division leader will conduct periodic audits to ensure successful completion

Recommendation 2: Proper Training

The second approach pertains mainly to training our staff to conduct themselves in an appropriate and professional manner throughout the working day. Many of the complaints stemmed from misinformation on the part of our selling staff. As such training will consist of brief "Product Knowledge Seminars," to help properly train associates. These seminars will be very brief, a will be conducted 30 minutes prior to the working shift. This alternative will require an increased allocation of payroll to properly train all associates. I anticipate a roughly $300 dollar payroll increase as a result of the training. By providing and teaching our sales associates product knowledge, it will decrease the number of complaints received pertaining to incorrect information. In addition, management will implement a new hire packet has been created to train incoming sales associates about the varying products, there features, and subsequent benefits. This alternative will also train our associates on proper customer service and managements expectation of service. "The customer is always right," will become the slogan of our customer service initiative.