Publix Observation The six components of the customer focused environment to be observer during the retail store visit were customers, organizational culture, human resources, products and deliverables, delivery system, and service (Lucas, 2012). The use of those six components ensure that the responsibility of quality customer service was to be on all employees, not just the customer service representatives (Lucas, 2012).Publix was the store of choice for the observation, due to the fact that it was over a year since the last visit.
Customers
The customer is the key component of the of the customer focused environment, there are two types, internal and external customers (Lucas, 2012). Internal being the employees of Publix and external …show more content…
In order to make an organizational culture work, an organization must make it a priority when recruiting, selecting, training, and retaining qualified employees (Lucas, 2012). Publix has associates, not employees, due to the fact that all associates of Publix are co-owners (Tkaczyk, 2016) A strict clean-cut personal-appearance policy was established by the company, which states no piercings, no unnatural hair color, and no facial hair with exception of short well-groomed mustaches (Tkaczyk, 2016). Training is provided for all associates as well as shadowing of other associates to assure that each employee was properly trained (Tkaczyk, 2016). On the day of the observation a new associate was training in the deli. A rather rude customer had that new associate frazzled over a one tenth of a pound overage of lunch meat. Managing customer emotions is vital component of customer service (Little, Kluemper, Nelson, &Ward, 2013). The customer was calmed when the associate finally cut a piece of the lunch meat in to pieces until the exact weight desired was reached. The customer was sent on her way with a pleasant thank you from the …show more content…
Publix products and services are priced higher than Walmart and Winn Dixie, in some cases higher prices mean better quality. The GreenWise brand, being their store brand tended to be of better quality than say Great Value and had comparable pricing. The shelves were full, only three empty spots where seen during the observation. To their defense those were vendor items that Publix associates did not stock themselves.
Delivery System A delivery system is the method used by an organization to provide goods and services to its consumers (Lucas, 2012). With Publix there are several different ways to shop depending on location. In store, online shopping with store pick up, and home delivery in limited areas are the three ways of shopping with Publix. In Middleburg the online shopping with store pick up is limited to deli, bakery, and catered items. Some areas of Jacksonville and Orlando stared receiving grocery delivery earlier this year.
Service
Service is the way in employees treat customers and other employees as they deliver goods and services (Lucas, 2012). On the day of the observation at the Publix located in Middleburg, Florida, the service was exceptional. The associates were friendly, helpful, patient with the children, and always smiling. It brought grocery shopping to a whole new level of
Customers
The customer is the key component of the of the customer focused environment, there are two types, internal and external customers (Lucas, 2012). Internal being the employees of Publix and external …show more content…
In order to make an organizational culture work, an organization must make it a priority when recruiting, selecting, training, and retaining qualified employees (Lucas, 2012). Publix has associates, not employees, due to the fact that all associates of Publix are co-owners (Tkaczyk, 2016) A strict clean-cut personal-appearance policy was established by the company, which states no piercings, no unnatural hair color, and no facial hair with exception of short well-groomed mustaches (Tkaczyk, 2016). Training is provided for all associates as well as shadowing of other associates to assure that each employee was properly trained (Tkaczyk, 2016). On the day of the observation a new associate was training in the deli. A rather rude customer had that new associate frazzled over a one tenth of a pound overage of lunch meat. Managing customer emotions is vital component of customer service (Little, Kluemper, Nelson, &Ward, 2013). The customer was calmed when the associate finally cut a piece of the lunch meat in to pieces until the exact weight desired was reached. The customer was sent on her way with a pleasant thank you from the …show more content…
Publix products and services are priced higher than Walmart and Winn Dixie, in some cases higher prices mean better quality. The GreenWise brand, being their store brand tended to be of better quality than say Great Value and had comparable pricing. The shelves were full, only three empty spots where seen during the observation. To their defense those were vendor items that Publix associates did not stock themselves.
Delivery System A delivery system is the method used by an organization to provide goods and services to its consumers (Lucas, 2012). With Publix there are several different ways to shop depending on location. In store, online shopping with store pick up, and home delivery in limited areas are the three ways of shopping with Publix. In Middleburg the online shopping with store pick up is limited to deli, bakery, and catered items. Some areas of Jacksonville and Orlando stared receiving grocery delivery earlier this year.
Service
Service is the way in employees treat customers and other employees as they deliver goods and services (Lucas, 2012). On the day of the observation at the Publix located in Middleburg, Florida, the service was exceptional. The associates were friendly, helpful, patient with the children, and always smiling. It brought grocery shopping to a whole new level of