INCREASING EFFICEIENCY OF CUSTOMER SERVICE OF A CONSTRUCTION MATERIAL STORE
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.