INCREASING EFFICEIENCY OF CUSTOMER SERVICE OF A CONSTRUCTION MATERIAL STORE

Phitphisut Thitart; Srayut Kuanmuang; Surapong Intarapak

Phitphisut Thitart College of Logistics and Supply Chain Suansunandha Rajabhat University, Bangkok Thailand
Srayut Kuanmuang College of Logistics and Supply Chain Suansunandha Rajabhat University, Bangkok Thailand
Surapong Intarapak College of Logistics and Supply Chain Suansunandha Rajabhat University, Bangkok Thailand

Keywords: Increasing Efficiency, Customer Service, Construction Material Store

Abstract

A construction material store received complaints about customer dissatisfaction to service staff. This study aims to address this issue, and to quantify whether the measures taken were effective. We studied a sample of 25 sale staff, using random tests to measure initial service performance. Buddy system concept and Knowledge Sharing Training were then implemented to facilitate under-performers. We used the time spent locating an inventory as a measurement of working efficiency. After the training, it was found that the average time spent finding a product reduced from 3.49 minutes to 1.57 minutes – a 54 per cent improvement.