Caselet Code : CLSM039
Publication date : 2005
Subject : Services Marketing
Industry : Retailing
Length :
 04 Pages
Price :  Rs. 100 (Detailed Pricing Info)

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Abstract

This caselet starts with a description of the induction training program of Shoppers' Stop which is focused on gearing the new recruits towards customer satisfaction. It gives an insight into various training and motivation initiatives taken by the retail chain. It also discusses the innovative performance assessment method adopted by Shoppers' Stop.


Issues:

» Importance of training employees in a retail set up

»  Role of motivation in improving customer service

»  Performance appraisals in retailing

Key words:

Shoppers' Stop, Employee, Training, Motivation, Customer Care, Attrition, Retailing, Customer, Satisfaction.

Questions for Discussion:

1. Retailing is a very competitive industry, where customer satisfaction is the key to success. How has Shoppers' Stop met this objective through its employees?

2. Retaining employee morale has contributed a lot to the success of Shoppers' Stop. How much of the company's turnaround can be attributed to human resource management?