The

Problem Alternatives Pros & Cons of Alternatives Solution Benefits

 Not

enough associates on the floor to do all that needs done:

Answer customer questions and give assistance when needed

Answer the phone

Backup POS Clean the floor and fitting rooms

Better Use of Current Associates

Pros: More people to work the floor Little or no training cost Happier customers and associates Cons: Costs more money
Benefits & higher wages

Hire More Associates

Pros: More people to work the floor Easier to fill abandoned shifts Happier customers Lower wages Cons: Costs more money Training Costs

Do Nothing
Pros:

Cons:

Saves some money

Calls still not answered Too few associates on the floor Store stays messy Spend the same money the night before a visit

#1 Better Use Associates

Or

#2 Hire More Associates

More people on the floor Happy customers and associates

Calls get answered Associates easy to find when needed

Clean store
No more long late night perfection shifts Easy to find merchandise

Spends about the same money

A happy customer shops more in a clean store

The Problem: Not enough associates on the floor Alternatives:

Better use Associates Hire More Do nothing

Solution Benefits

Inghilleri, L. & Slomon, M. (2010). Exceptional service, exceptional profit: the secrets of building a five-star customer service organization. New York, NY: AMACOM. Ward, S. (n.d.). 8 rules for good customer service. Retrieved April 6, 2013, from http://sbinfocanada.about.com/od/customerservice/a/custser vrules.htm Goodman, J. A. (2009). Strategic customer service: managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. New York, NY: AMACOM. Connelly, A. (2013, April16). Kohls MJM Associate, Meridian, ID. Interview