3/11/2009 12:23:00 PM
Phones 4u cracks down on staff
Phones 4u is cracking down on staff behaviour with a number of initiatives aimed at improving customer service.
The retailer has introduced new feedback forms for customers that have bought insurance, under Financial Services Authority (FSA) guidelines.
Consumers must fill out a form in store after they are sold insurance,
to check staff have asked all the relevant questions.
A Phones 4u spokeswoman said: ‘To ensure our customers receive clear, concise and consistent information and advice when purchasing a product from our stores, we have introduced a new form that ensures our
customers fully understand the PAS insurance cover we offer and the benefits of this.’
Meanwhile, the retailer has introduced ‘Green by week 16’ – a commission structure that means new recruits must reach a £9,000 monthly target by week 16 to continue employment.
One Phones 4u manager said: ‘They are whittling out the weeds – £9,000 is perfectly achievable.’
In October 2008, the retailer introduced a ‘Skilled 4 Service’ programme, which ensures suitable training is given. Another Phones 4u spokeswoman said: ‘Part of this programme requires all new recruits to complete a series of in-store training modules during their three month probation period. These modules have been designed to help staff demonstrate a minimum level of service and sales performance by the end of this period.’
Last month, Phones 4u made changes to staff commission to dissuade cashback deals. Staffers will have 10% of the amount they give out deducted from their commission. For example, £100 cashback means £10 less commission. The clawback can mean staff actually go into negative amounts of commission.