1.) The opportunity I chose to pursue is customer service training of retail employees.
2.) The opportunity that I have identified is that businesses that work with customers, have a hard time with training employees in customer service. The who is business owners and employees that work with customers. The what is that they are unable to train employees in customer service in a way that is effective. The why is that employees typically either do not care, or do not have an understanding of what is expected in customer service.
3.) I have seen, through my time in customer service management, that many employees are just not friendly with customers. This is an issue with food service employees, retail employees, and any other business employees that deal with customers or clients. They are just not friendly and businesses struggle to train them effectively. The management teams in customer service have a hard time with enforcing customer service standards. This is because many employees either just don't want to be friendly, or do not fully understand the expectations. They do not understand how to actually be friendly, and therefore do not understand what is expected of them.
4.) After interviewing 5 people, I found that many people see this as an issue, even in their own team of employees. There seems to be an opportunity to pursue here, in creating a service that provides outside training in customer service, or classes in customer service for employers to send employees to, in order to learn the basics and more advanced customer service expectations. People see that their employees and those who serve them in retail establishments, are a lot of times just not very friendly or welcoming. I have found that managers struggle with this area of training, compared to general operational training, and are somewhat unsure of what to do. This tells me that there is likely an opportunity here.
Hello Robert, good post. I thought the opportunity you chose was one that should receive more attention than it actually does. As someone who has had many rough encounters with rude workers, I feel that there are too many establishments that simply just brush off the rude behavior of their workers instead of enforcing the proper behavior. Also, I like that you were able to use your personal experience In an industry that interacts with customers to flesh out the opportunity. Once again, great job.
ReplyDeleteI think that the opportunity that you are pursuing in this post is a very relevant one. I like that you put in your own person experience into describing it. I also work in customer service, so I see the difference in our profits depending on how our different employees interact with the customers. So I do think that this is an interesting opportunity to pursue and I believe that there will probably large market to aim your target audience towards.
ReplyDeleteHi Robert! I enjoyed the opportunity you made for testing the hypothesis. I think this is a great opportunity you made on looking into the customer service training of retail employees. I believe this is a curtail part to a company and they have to make sure they are trained in the correct way in order to make the customer satisfied. Overall you did a great job!
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