Answer:
Seek regular feedback from customers: I would arrange for a feedback card for all customers to complete while at the checkout counter. They could mention their complaints as well as improvement suggestions in the feedback cards and drop them in a drop-box explicitly placed at the exit.
Keep in touch with customers: I would go through the feedback cards once a week. I would then devise an action plan with a team of managers to resolve the issues identified and assess the scope for implementing suggestions. I would then arrange to send a “thank you” card to these customers for providing their feedback along with an update on the actions we took to address their complaints and implement suggestions.
Express more care for employees: I would ensure that training sessions are arranged for employees periodically to educate them about customer issues and better equip them to handle customers and prioritize tasks. I would arrange for regular discussion sessions for employees with managers to understand their problems and resolve them. I would also introduce some fun activities to motivate employees and revive their enthusiasm. These activities would include celebrating employee birthdays and festivals.
Step-by-step explanation: