Silver Apron Retail

Operations are important to Customer Service

Andrew Discusses the Retail Smile. You know you have one

Los Pollos Hermanos Video: https://www.youtube.com/watch?v=547FLQEjdF8 Are you empowering your employees? No? Are you open to them Passing the buck? Andrew explores how these are the only two options, saying no to both doesn't work.

Are you setting your employees up for success with proper training, or are you neglecting this most basic step? Andrew explores how Disney gets Every Employee on the same page.

As Andrew deals with a time crunch he’s reminded of wait it takes to serve multiple customers at once

What does your cleanliness tell your customer?

Andrew talks about a news story where poor communication lead to a month long ordeal that ended with lots of ad publicity and lost revenue

Andrew recalls a time he stumbled in Customer Service but recovered so well, the customer thought he was someone else.

Language is important and having a vocabulary for customer service is good, as long as you don't lose authenticity.

Andrew Muses on how merchandising can help differentiate a store from its retail competitors

Andrew explores one of his most embarrassing customer service fails, and the importance of taking a moment to think things through.

Andrew relays a time he treated someone the way he would want to be treated and failed to provide the est service

Andrew explains an odd return situation which required a bit of understanding and how to avoid the frustration of Miscommunication.

An incident with a CD makes Andrew question whether or not employees are empowered to serve the customers as they would like to be in retail environments.

In this first episode of Silver Apron Retail Andrew explores how Customer Experience and Engagement aren't just about profits and bottom lines.