1. 2007 AMIC National Retail Conference Workshop No 3 Employees vs Loyal Customers Presenters Paul Sandercock Ken McKell National Retail Coordinator Manager - Human Resources

3. Recruiting & Retaining the Right Employees Your Human Resource Management Role Recruitment & Induction Procedures Matching the Job Skills with the Employee The Workplace Culture

5. Recruiting & Retaining the Right Employees Company Values vs Employee Values The need to Coach & Mentor Employees The Value & Benefits of Effective Training Employee Rewards & Recognition

6. Recruiting & Retaining the Right Employees How to Retain Good Employees How to Deal with Workplace Conflicts? Clearly Established Company Rules TEAMWORK IS THE KEY

8. Building Loyal Customers “A Satisfied Customer, We should have him stuffed” Basil Fawlty of Fawlty Towers, 1975

9. Building Loyal Customers Internal & External Customers Your Customer Profile Creating Memorable Moments Meeting Customer Expectations

10. Creating a Service Culture Get to Know Your Customers (more) Set Standards that Focus on Customers Improve Communications Listen to Customer Needs Improve Staff Management by More training Implementing staff suggestions Implementing staff suggestions Sharing customer information Sharing customer information

11. Creating a Service Culture “The longer you wait the harder it is to produce outstanding customer service” William H Davidow Author, Marketing High Technology “Do what you do so well that they will want to see it again, and bring their friends” Walt Disney

12. Understanding Body Language

13. Describes our thoughts & feelings A powerful non verbal communication Your body language vs your customer’s

14. Understanding Body Language Get in touch with the way other people feel 55% Body Language 38% Tone of Voice 38% Tone of Voice 7% Words 7% Words

15. Reading Body Language Open Gestures – Interested Closed Gestures – Nervous Relaxed Gestures – well balanced / gentle smiles Eyes Closed / Pinching bridge of nose - Negative Tugging at Ear - Unsure Stroking Chin - Thinking Tilted Head - Interested Rubbing Hands - Anticipation

16. Understanding Body Language “I Speak Two Languages, Body & English” Mae West