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Topic:

Topic created : 9.06.2010, 19:14

Omlette

Alpha International Unlimited

Hey guys,
I have a few stores which say this,
High
Your store service level is very high, however particular customers often complain about excessive obtrusiveness of store assistants.
Any way to make service elite if this comes? coz more employees dont seem to solve the problem,

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9.06.2010, 19:29

Last time edited : 9.06.2010, 20:52

spring_onions

Check if your employees' qualification are the same with what is required NOT with what is the city average.
Try not to go beyond what is required.

9.06.2010, 20:30

Omlette

Alpha International Unlimited

Its with the required, just some decimal diff,

9.06.2010, 20:57

spring_onions

Was it with the required BEFORE the update or AFTER?

If it was before the update, try changing the qualification with exactly what is required, and yes, even the decimals have to be the same.

If it was after the update, try to wait for the next.

10.06.2010, 06:24

Last time edited : 10.06.2010, 06:25

Omlette

Alpha International Unlimited

Ok, i put exact decimal too and let me see the service quality,BTW its like this from a while,

10.06.2010, 19:39

RockWhiter

Actually my employees qualification is often a little bit higher than required, I'm talking about centesimal, sometimes 1 decimal or 2.
Perhaps do you have too much employees?

One other possibility, I don't know if it works like that, would be that you are selling products with different qualities (if I'm not wrong about the store you are talking about, your TVs have a quality really different from the other products). So you need qualified people but they are harassing the customers who just want to buy low cheap products (low quality).
It would mean that a store need consistency around quality otherwise is going to attract different type of customers, for the same type of employee.

I would really like to know if that is true...

10.06.2010, 19:50

ccm_tsang

food stores would need less qualified workers than electronic stores in the same city

the number of departments will affect number of workers required as well.

in non saturated cities, service levels does not matter so much.

as JulieBCN said in another thread, elite service matters more for tenders.

to get elite service levels, you need to have workers at HIGHER than required, and number of workers also need to be MORE than required.

you should be able to see a difference when you add store workers and increase their wages.

sometimes, if the number of visitors is already too high for the store size to handle, you will not be able to get elite service level without making the store reputation go down and have less visitors (need to wait for the update if you, say, stop advertising to lower the store reputation)

"excessive obtrusiveness of store assistants" is incorrectly translated. they mean you need MORE store workers.

10.06.2010, 20:06

RockWhiter

sometimes, if the number of visitors is already too high for the store size to handle, you will not be able to get elite service level without making the store reputation go down and have less visitors (need to wait for the update if you, say, stop advertising to lower the store reputation)

Or you could just expand the store, no? Bigger space?

11.06.2010, 15:42

Company 2.0

Yes, as long as your qualification is high enough to handle the larger size.

11.06.2010, 20:39

Last time edited : 11.06.2010, 20:40

Omlette

Alpha International Unlimited

Hmm, Idk how but after 2 updates it seems to change its say:

Very high
Your store service level is very high, however particular customers suppose that store management doesn’t care about further improvement of service quality and therefore needs to raise qualification.

I tried putting the qualification to required, higher and lower, but no difference...

11.06.2010, 21:43

Last time edited : 11.06.2010, 21:45

ccm_tsang

message now is trying to tell you that your top manager qualification is not high enough

that is what Fractal was referring to with "as long as your qualification is high enough", and why i didn't suggest the store be expanded before.

you top manager (management qualification) is either not high enough to handle this store with the number of employees and qualification, or not enough to handle the total number of employees.

because you did not mention that other stores are affected, chances are the store with this message has either too many workers for your managment Q or your worker Q and number combination is too much at the moment.

because your management Q will grow, if you do not keep increasing your workers and their Q, eventually the manager will catch up and you will not the get messages.

of course, you can reduce the number of workers and/or the workers' Q, which brings you back to the original problem.

again, you can try to reduce number of visitors ---

another way would be to use points to increase your qualification

12.06.2010, 17:57

Company 2.0

A very high service level is what you should be aiming for with all your stores. You will get no penalties for this.

The only thing higher is elite, but that requires extra staff than required at higher qualification than required. This is only realistic once your commerce qualification gets high enough that a hundred or so extra staff makes no difference.

12.06.2010, 20:04

Last time edited : 12.06.2010, 20:09

Omlette

Alpha International Unlimited

@ Fractal I have extra staff, and mostly it used to be an elite rated store, but then after a few days it turned different,
I have a low Top manager efficiency, what does this depend on? how to keep it at 100%?

12.06.2010, 20:49

spring_onions

Raise your qualification.

13.06.2010, 06:27

Omlette

Alpha International Unlimited

will it happen by just raising the qualification above required?
Or do i have to do more?

13.06.2010, 08:08

Company 2.0

You need to raise management/commerce qualification.

Top manager less than 100% means you have too many staff/staff qualification is too high.
Keep them close to required for max efficiency.

Going for elite service level can crash your efficiency if you don't have the required commerce qualification, thats why I suggest aiming for very high.

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List of forums -> Questions and answers. Help. -> Store service...

List of forums -> Questions and answers. Help.-> Store service...