Description
Who it’s for: Anyone in a store or a retail head office who has to answer one question: How long do your customers wait to pay, and when is it worst?
What happens in it: Watch the idea unfold: a good shop, a slow queue, and the number that measures the wait. In Your call you make the decisions in a real case: I’m reviewing checkout performance at Oak Hollow Foods after customer complaints about long waits. Last week the store logged 12,000 minutes of customer queue waiting across 6,000 transactions. Then, in the boardroom, you make the case to Diane, the operations director, in three questions.
How it works: five scenes in about 30 minutes: the data film, the lesson, Your call, practice with fresh numbers that mark themselves, and the boardroom. Finish all five for your certificate. It is course 6 of 6 in the Availability and service season of the Retail series.
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