AT GIANT EAGLE, GREAT CUSTOMER SERVICE MEANS BUILDING LIFELONG RELATIONSHIPS WITH OUR CUSTOMERS. TEAM MEMBERS NOT ONLY IMPACT THE WAY OUR CUSTOMERS FEEL ABOUT THEIR DAY, BUT ALSO THEIR EXPERIENCE WITH OUR COMPANY. CUSTOMER SERVICE IS ALSO AT THE HEART OF OUR COMMON PURPOSE: TOGETHER, WE IMPROVE PEOPLE’S EVERYDAY LIVES AND WELL-BEING.
We are on a mission to run great stores, and one of the ways we achieve that goal is through great customer service. We have four steps to great service:
• Smiling and greeting customers in our stores
2. Ask & FulFill
• Listening and doing our best to help them find what they are looking for
3. Go the extra mile!
• Caring about our customers and striving to go above and beyond
4. thank and invite back
• Showing customers that they are valued by thanking them and inviting them back to the store
In 2018, there are several initiatives underway to help improve our Customer Service goals for the year, which include: improved training for our Front End Leaders; enhanced communications, such as a pocket planner that gives a snapshot of important information for the week; and improved time through checkout. These ongoing initiatives will help us to reach our Customer Service goals this year and improve our Customer Service for years to come.
Going The Extra Mile
No matter where our customers shop, our Team Members are always going the extra mile. Here are some stories and examples of great customer service.
One of our regular customers shops with his son, who has Autism Spectrum Disorder. During checkout one evening, the son heard a noise that frightened him. His father was trying to assure him that he was safe, but the son was inconsolable. Two of our Team Members rushed to help them. The father explained that he is a single father and needs to bring his son to the store. He apologized profusely, and asked if they could ring up the groceries and bring them out to his car. He left his credit card for payment, but our Team Members were so moved by the father’s situation that they paid for his groceries themselves. When the customer got home and realized that he was not charged for the groceries, he said it brought him to tears to the see the compassion and kindness that our Team Members had shown his family.
A car rolled over onto its roof in front of GetGo, and two of our customers pulled over see if everyone was alright. They saw a man run up, asking if there were any other passengers in the SUV. When he heard that there were two young girls still in the car, he crawled through one of the SUV’s broken windows. He successfully unhooked both girls from their seatbelts and helped them out of the car. He then put them on the curb and started checking for injuries.
One girl was shaking so badly, that this man took off his Fire Department jacket and gave it to the girl. It was then that our customers noticed that the man who crawled into the SUV to help these two girls had a GetGo uniform shirt on! He was one of our Team Members. Without him, these girls could have been in real danger.
During her work, our Registered Specialty Nurse noticed an issue with a patient’s prescriptions. The patient was incorrectly prescribed two medications that contained the same drug. Taking these medications together would have been a toxic level of this drug. Due to the patient’s medical situation, the therapy needed to start the same day. Our Registered Specialty Nurse immediately made the pharmacist aware of the issue, and the pharmacist contacted the doctor’s office to get the correct medication, along with educational material on the treatment of the patient’s specific condition. The physician quickly deactivated the duplicate therapy and sent the correct prescription to the local Giant Eagle Pharmacy. The local store did not have the medication in stock, but because the patient needed to start therapy that today, our Patient Care Coordinator immediately volunteered to drive more than an hour away to get the medication to the pharmacy. The patient could pick up their correct prescriptions that same day, and successfully begin the therapy on time, thanks to the teamwork in our pharmacies.