Customers complaining about customer service when cashier is 90+

[SpeedDaemon]

I just opened a new retail store, and every customer is thinking "what a horrible customer service - I'm not coming back" after they check out, even though the cashier has 93% in customer service skill. What am I missing?

[Sistermatic™]

If only one staff member, that's not right unless you've stayed in the store with a low skilled worker and changed them while you were still there. The message would be legacy.

If so, leave and come back in.

If 2 or more staff members, it's likely based on the really low staff member despite who is currently serving. You will also see this happen with uniforms.

[SpeedDaemon]

Originally posted by Sistermatic™:

If only one staff member, that's not right unless you've stayed in the store with a low skilled worker and changed them while you were still there. The message would be legacy.

If so, leave and come back in.

If 2 or more staff members, it's likely based on the really low staff member despite who is currently serving. You will also see this happen with uniforms.

It was only one employee, and I was still in there, since I was still setting up some things.

[SmlehliW]

some changes/settings work on next day and after go out and return

[jhughes]

Same thing if you assign uniforms to a bunch of employees .. the change does not show up until you go out and come back in or the shift changes.

[RoofCat]

You are probably missing Employee satisfaction.

Start important stores with trained stuff at maxed satisfaction and they will go 0..100 in an instant. Start with new ones with low satisfaction and wait for 2 weeks as it climbs.

Until PERCEIVED customer satisfaction (Insights) is above ~70%, they may complain. Actually at that point they start to praise your store. Whatever the exact numbers, have them high.

Also don't work at register in your own stores. Your customer skills are at 50%.

[J1mbo]

@RoofCat Thats handy to know you only have 50% customer service skills. I've been chipping in on shifts in my Fast food joint to try and supplement efficiency and with what you are saying, this is probably having a detrimental effect not a positive one!

[Agent707]

Probably the employees satisfaction is too low is the cause.

I trained my employees to 100%, but their satisfaction had bottomed out (like 10%).

When I started working them, the customers complained about customer service. ALL THE TIME.
This did not stop until the employees satisfaction rose back up.