Customer service - Commissaries.com

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Bunch hopes employees treasure the vocal
customer as much as he does.
“If they’re vocal, they care,” he said. “They’re
telling me something needs to be fixed, or that I’m
doing something really well. If they’re talking to me,
they’re paying attention. For that moment, they’re
sharing their concerns, and how we react sets the
stage for success or failure.”
Only one type of customer worries Bunch. “The
customer who scares me most is the one who says
nothing. I don’t know if I’ve met their expectations or
not. If I get them to smile, that’s a start. Then before
long, they open up.”
Customer care
Whether it’s friendliness, smiles or responsiveness,
Bunch said good customer service makes the
customer feel important.
“Even in the self-checkout lanes, a sharp, fired-up
cashier can make the customer feel confident – feel
ownership of a little piece of the process,” he said.
Ultimately, that fired-up employee represents
DeCA’s No. 1 customer.
“If we take care of our employees, they take care
of shoppers,” he said. “Proper training and support
shines through, and the customer sees it and feels
it.”
The recent agencywide customer service training
proved to be as enlightening about co-workers
as it was about customers. “It was tremendously
successful,” said Bunch. “It provided a way to
bring people together and hear other thoughts and
opinions. It gave the opportunity to see things in a
different light. It sparked general excitement and
made us realize how we appreciate each other.”
Customer service resource
Bunch wants everyone to know his division
provides “one-stop shopping” for all issues related
to customer service and wherever it relates to the
front end, from gift vouchers, coupons and shopping
carts to electronic shelf labels, hand-held scanners
and the Commissary Advanced Retail Transaction
System, commonly referred to as CARTS.
“We’re here for the stores, zones, regions and
DeCA,” he said. “If we don’t have the answer, we’ll
redirect you to who does. After all, that’s customer
service, too, and if we’re going to talk it, we
better walk it.” w
!
Maribel Cruz, customer service manager, North lsland
Commissary, Calif., ensures every shopper gets oneon-one
customer service. DeCA photo: Millie Slamin
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