Improve Customer Service and Increase Revenue with a Global Services Document Dustin Zagars Customer Care Representative Boylston Street Store

LONG WAIT TIMES = LOWER CUSTOMER SERVICE RATINGS AND LESS REVENUE

Less customers in line = shorter wait times for all customers = higher customer service ratings Sales reps focus on paying customers = increased revenue

Research Interview: Peter McCarron Store Manager Observations global services customers Survey: online international smartphone users

Research Results Customers: 10% are global services hate waiting more than anything else feel frustrated after 5 minutes of waiting want to make account changes themselves

Obstacles

Summary Customers hate waiting more than five minutes Global service customers would be satisfied with a Global Services document Less global services customers in line means shorter wait times Shorter wait times improves customer service less global service customers in line means sales reps can focus on customers making purchases More sales rep focus increases revenue

Now What could be…

Recommendations 1. Further develop the Global Services document 2. Test the document in the store in July

Thank You PHONE: