You are going to secret shop any retail outlet that is convenient to your home. Complete the form answering the yes/no questions. If it’s a “kind of,” it’s a “no.” Take careful notes about your experience and complete the two narrative sections using a minimum of 150 words in each. (artifact 1)
Read the Four Seasons Case Study on page 286 of your book.
Imagine that you have been invited to help Four Seasons launch the retail outlet from your shopper report as their new lobby store.
Consider the Four Seasons service description and compare their high standards with your retail experience.
List at least 5 service standards your customer facing front-line employees will need to follow. (artifact 2)
Applying what you learned in chapter 5 and on LinkedIn Learning, create the blueprint of your customer experience. Include all the touchpoints with the retail store including electronic and assessment opportunities. (artifact 3)
Imagine a customer has returned to your store and wants to return an expensive item (type of store may dictate this). The customer has a receipt, but it is older than the 30-day return policy. The item is damaged. You cannot take it back. Using all three components of the “wings of no” record a video of yourself delivering this bad news to the customer. (artifact 4)
Retail Outlet Shop
Retail form is fully completed, narrative includes at least 300 words describing the location and experience, opinion of the experience includes at least 250 words.
Standards
Minimum of 5 standards for front-line service employees in the new retail environment (at Four Seasons).
Customer Blueprint
Blueprint design is professional and appropriate, follows the Lynda.com sample, includes before arrival touchpoints (internet? phone?):
• Physical Evidence
• Customer Actions
• Frontstage Action
• Backstage Action
• Support Processes
Wings of “No” Video & Script
Short script that includes the customer request and the employee’s response:
• Statement of caring
• No
• Options
Includes a video of you as the employee delivering the Wings.
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