Several months ago I wrote a post about how the pricing strategy of a particular supermarket is, in my opinion, not enough to attract and sustain customer loyalty. The points I mentioned did really seem like empty words, I'm the first one to acknowledge that.
I, however, truly wanted to bring a change or at least find ways to improve customer service within organisations of that kind by making use of HR practices. And so, as from next week I'll be carrying out employee satisfaction surveys in order to assess the employee satisfaction level within a similar supermarket. This will be part of a research I am supposed to do in my coursework. I will be linking employee satisfaction to customer service and based on my findings I will make recommendations for improvement. Those recommendations should be valid and applicable within the organisation.
I am quite excited about all this and a little scared. OK, very, very scared. But I'm gonna make it. I will have to. :)