New Dashboard, Training Give Associates Tools for Improved Customer Service

With shoppers flocking back to Exchange stores worldwide, the organization is intensifying efforts to ensure the military community receives the best customer service.

The Customer Service Desk at the Fort Sam Houston Exchange. A new customer relations dashboard, which launched this year, shows the impact negative comments have on sales at each Exchange location.

A new customer relations dashboard, which launched this year, shows the impact negative comments have on sales at each Exchange location.

Store managers can view a breakdown of customer comments by region, installation and facility. Since larger stores naturally receive more customer comments than smaller ones, the dashboard computes comments per million dollars in sales for each location, offsetting the difference in store size.

Managers can also select their installation and view the number of customer comments as well as a breakdown of comment type for each facility, which can alert them to any areas that need additional attention. The dashboard, located here, is updated daily, and a comprehensive report is sent to region leadership and managers twice a month.

“The dashboard allows me to see where our strengths are, as well as training opportunities,” said KMC Consolidated Exchange General Manager Jennifer Jordan. “It also allows me to see areas where associates are going above and beyond in providing exceptional customer experiences.”

The introduction of the customer comments dashboard coincides with the launch of a redeveloped Exchange is You training program, classroom training that focuses on improved customer service.

“This year, in collaboration with senior Exchange executives and the region teams, the program has been redeveloped,” said Sam Davis, Chief, Corporate Learning. “This new training further defines our mission, vision and core values while emphasizing the importance of good customer service.”

Exchange is You training for new associates is a four-hour course that includes an overview of the Exchange, who the customer is and an emphasis on core values of Respect Everyone, Courage to Use Good Judgment and Family Serving Family. All other associates will receive a two-hour refresher course annually on an as needed basis for retraining and after a negative customer comment.

Elements of the “Exchange is You” program include:

• Cultivating the Customer Experience – provides resources to ensure associates remain engaged with a customer-centric focus.
• Customer Experience Champion Card – rewards associates in the field who consistently drive the customer experience. Management can instantly acknowledge an associate’s extra efforts with a $10 gift card.
• Observation Checklist – can be used to assess an associate’s skill and behavior while delivering the customer experience.

“The Exchange is all in to provide the best customer experience possible,” said Chief Operating Officer Jason Rosenberg. “From the dashboard to ‘Exchange is You’ training, associates are more equipped than ever to provide top-notch service to the best customers in the world.”