Support service for creating a system for skill inheritance and self-driving in the retail industry.
JEMCO | Technical and Skill Inheritance and Autonomous Support
Transforming veteran customer service techniques into explicit knowledge. We support the creation of stores where anyone can provide high-quality service.
In the retail industry, standardizing the customer service skills of each staff member is essential to maintain and improve customer satisfaction. In particular, the "ability to understand customer needs" and "ability to make suggestions based on the situation" possessed by veteran staff are crucial factors that influence store sales. However, the challenge is that these skills have become personalized, and the education of younger staff has not been established. Our service supports the creation of a system that visualizes and standardizes the customer service talk and judgment criteria of experienced staff, enabling stores to autonomously develop their personnel. 【Usage Scenarios】 - Verbalizing and manualizing the customer service talk of veteran staff - Establishing an efficient customer service training system for new staff - Eliminating variations in customer service levels across stores 【Effects of Implementation】 - Stabilization of customer satisfaction through the standardization of customer service skills - Reduction of the burden on trainers and increased efficiency in guidance - Early empowerment of younger staff and fostering of confidence
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basic information
【Features】 - Extraction and formalization of the "intuition and tips" from experienced staff in customer service - Creation of easy-to-understand standard manuals and talk scripts using photos and videos - Development of an educational program that allows young staff to make their own judgments and practice - Introduction of a system that visualizes the level of acquisition and promotes continuous improvement - Cultivation of in-house instructors to establish a system where education continues within the company 【Our Strengths】 Through the business ecosystem 'exbridge', we collaborate with experts familiar with management challenges. We provide optimal solutions tailored to your on-site issues, going beyond mere manual creation, and support sustainable growth.
Price information
Price Information We will provide a customized estimate based on the applicable technologies/skills, number of participants, scope of support, implementation period, etc. Price Range Negotiable Delivery Time Negotiable
Delivery Time
※We will propose the support content and schedule after confirming the target skills, the situation of veterans and successors, and the current skill transfer activities.
Applications/Examples of results
- We are promoting skill inheritance, but it is not being established among the younger generation. - We want to leave important skills before veteran employees retire. - We want to visualize tacit knowledge and decision-making criteria. - We have created manuals and videos, but they are not being utilized. - We want to make the status of skill acquisition visible. - We want the younger generation to be able to make decisions even in abnormal situations. - We want to cultivate internal instructors who can teach skills. - We want to prevent the new personalization of skills to a single successor. - We want to expand skill inheritance to other departments and locations. - We want to transform skill inheritance from a temporary activity into a continuous system. - We want to create a state where we can manage skill inheritance solely within our company.
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Company information
Optimal solutions for solving management challenges! A company that provides network business aimed at a business ecosystem. Together with the most suitable experts tailored to your management and on-site issues, we realize problem-solving. Developing a face-to-face platform business called 'exbridge' for the business ecosystem. We build a business network to support problem-solving in relation to the issues and management challenges faced by companies, in collaboration with specialized solution partners. We provide services through networks aimed at sustainable growth. Planning and managing seminars and events for building a business ecosystem.
