Lowe s Customer Service Associate Manual

Transcription

1 Lowe s Customer Service Associate Manual

2 Table of Contents Introduction.1 Promises to the Customer... 2 Chapter 1: Clocking In... 3 Chapter 2: Customer service... 4 Chapter 3: How to How to operate Lowe s IPhone or LRT Gun 5 Chapter 4: How to Run a Register... 6 Chapter 5: When to Down Stock Products... 7 Chapter 6: Basics Of Genesis... 8 Chapter 7: Benefits... 9 Chapter 8: Getting Certify On Power Equipment Index i

3 Congratulations on completing your new employee orientation and welcome to Lowe s. Introduction Now that you are done with orientation you will be part of a passionate team of committed employees who will help Lowe s customers with their home improvements and lawns. In the next few weeks you will learn how to answer customer s questions and how to use your resources available to you in the department. This manual will help you guide yourself through your career at Lowe s. If you are having any problems do not hesitate asking an experienced associate in or around your department. Objectives Demonstrate proper execution of Lowe s systems, policies, and procedures. Use resources such as buyer s guides, websites, and packaging to answer customers questions. Explain Lowe s specialty services and sales to customers. Take internet orders and label with their name and date to pick up. Complete training and leaning activities. 1

4 Promises to the customer Taking care of the customer is Lowe s number one focus. Service at every level and in every area of your store matters; for example, on the sales floor, during installations, making estimates, and at the checkout. While you are working in your department keep in mind to minimize the amount of tasks that you perform during your store s peak selling times. Also while performing tasks, take a few minutes to walk around your department to check if there s any customers waiting to be assisted. Lastly, if you have a customer asking questions and you are unable to assist the customer, it is important to quickly find an experienced employee or use the intercom to page a department manager or assistant store manager. Validation to Customer In order to take care of our customers needs be sure to validate with your manager or an experienced employee that you understand the promises to the customer. The list below will be the promises we are making to our customers. Everyday Low Prices New Low Prices Price Guarantee Product Guarantees Returns and Refunds Policy 2

5 Chapter 1: Clocking In Where and How to Clock In When clocking in you will go to your locker and put your vest on. Then you will go to your department computer and open Workforce Central program. After you open the program you will enter your sales Id and password. Once you are clocked in you will take a look at the department s desk and look at the work list for the day. Once doing that you will greet and assist every customer you see. Below is an example of how the program Workforce Central appears at your department s computer. Resetting Password If you forget your password and attempt to login more than three time your password will be blocked for security reasons. If you ever forget your login do not hesitate to ask the manager on duty to reset your password. Clock In Policy You are the only person who can clock in. No other employee can clock you in for any reason. If you are caught, that can be determination of your career at Lowe s. 3

6 Chapter 2: Customer service Here at Lowe s our employees follow the model known as IMPACT. The model is a guide to good customer service. Every two months you and other employees will have meetings with the store manager and go over the model. In the word IMACT every letter stands for something. Initiate Contact- Welcome the customer, Ask if he or she is having a great day or ask finding everything ok? Make Assessment- Ask questions about what the customer is here at Lowe s for, Help him figure something out for his project. Provide Assistance- If you do not know the answer to the question the customer get an experienced associate who can answer it. Add on sales- If a customer is buying paint you should add on sales to it; for example ask if he or she needs paint brushes, plastic paper or tape. Close the sale- Ask the customer anymore questions? then walk him to the checkout. Ask if he needs help loading. Thank the customer- Thank the customer for shopping at Lowe s. You should be kind and say Nice meeting you, come back and see us! Types of Customers Here at Lowe s there are different types of customers that walk in. Make sure you are prepare to assist these customers. There are customers with a mission. Those who come in as a mission they want to walk in the store and get what they need and leave. Some come in as a project customer, a project customer is the one who takes there time in a department and looks around to see what options they have. 4

7 Chapter 3: How to operate Lowe s IPhone or LRT Gun Here at Lowe s every employee has an IPhone that Lowe s provides for them. The IPhone can be used for anything. It can be used to make phone calls, most of the time when an employee makes a phone call is to a customer not for personal purposes. You may use it for personal purposes if it s an emergency. The IPhone is also used to check inventory location for a product. The IPhone is also used to make special orders for a customer. Checking Out a IPhone When you are clocked in you will check out an IPhone at the customer service desk. When you check the IPhone out you are responsible for the phone. You will sign your name and date it and write the time down. If the phone gets stolen you will have to pay about $800. LRT Gun The LRT gun is a scanner. LRT guns are mainly used to input more information into inventory, for example in the LRT gun you can check how many items we sell at the store. It s also used to receive trucks and input them into the inventory. You cannot make phone calls or page with the LRT guns. 5

8 Chapter 4: How to Run a Register Every Lowe s employee must be trained and ready to use a register. It is very important to be registered trained because our store gets very busy and sometimes customer service associates need to hop on the registers. Lowe s has codes to notify you if the checkouts need help. If you hear in the intercom code three that means there is more than two people waiting in line. Another code we use is code fifty that means when a customer needs help loading their purchases. There are some rules you must follow while running a register. When you are checking out a customer you need to check out every item on the cart; for example the picture to the left shows five yellow baskets. You much check under those five yellow boxes and scan everything. Sometimes their employees who jut scan one item and input the quantity on the computer. Doing that is not following the rules, you must scan everything. How to Process a Check Processing a check at Lowe s is very simple. There are couple things you need to remember when processing a check. The very first thing you need to ask is it personal or business check. Then you let the customer fill in the check. After the customer is done filling out the check you must ask them for their driver s license and writing down there driver s licenses number and their birth date and telephone number. Then you will push a key on your keypad that indicates check. Then you will pass it though the scanner. Input his number here License Number Phone 6

9 Chapter 5: When to Down Stock Products Here at Lowe s we follow a program called down stock program. If you are schedule morning or afternoon shifts you would not have to worry about the program. You only have to worry about the program if you are schedule to close. When you are schedule to close every day at 7:30pm the assistant store manager will call for a meeting and he will tell you what you will be down stocking. When you down stock products you will have to bring everything down from the top stock and fill in the shelf s as you go along the aisle. The doors that come down need to be place here. The doors on top needs to come down. 7

10 Chapter 6: Basics of Genesis At Lowe s we use a program called Genesis. This program is very important to Lowe s, without the program our company will not function. With genesis you have access of lots of information. You can checkout customers, order special items, access to inventory of another Lowe s location and the selling price of an item. As an employee at Lowe s you will have to be trained using Genesis because there are many codes to remember; for example to check out a customer you need to input 1.4 or to check inventory of an item you need to input 1.5. The training for Genesis will only take about an hour to learn the basic concepts after your training you will work on the sales floor, as you go on you will lean with other experienced associates. How to special order an Item Using Genesis To special order an item for a customer you will need to add them to the system if they aren t already on Genesis. To add a customer you would need to go to F5 and proceed with their information. After imputing there information you will need to contact the vendor of the product and ask when the item will be delivered or come to the store. Then you will check the customer out and ask if they would like delivery or store pick up. Checking Inventory At Nearby Locations Using Genesis With Genesis you can also check the inventory for an item at another Lowe s location. To do this you would need to open Genesis and login and input 5.1 and enter the item number you need to check. After you do this you can press F10 and it will give you a list of all the locations the product is at. The list only shows eight different Lowe s locations because of the different reigns there is. 8

11 Chapter 7: Benefits Part time and Full time Employees All regular, part time and full time employees have access and the opportunity to participate in the following benefits. Limited Benefit health plan Term life insurance Vision care Dental Plan Short term disability Eligibility is the date of hire. Employees must enroll in the first 31 days of employment or during special enrollment. Vacation Part-time employees are eligible for vacation based on service as follows: After 180 days of service: 40 hours After 5 years of service: 60 hours After 15 years of service: 80 hours Holidays Lowe's provides six (6) paid holidays: Thanksgiving Day and Christmas Day are fixed holidays. Employees can also accrue up to 4 additional floating holidays employees decide what day they want to use a floating holiday. Full-time employees will receive eight hours holiday pay and part-time employees will receive four hours holiday pay for each fixed holiday. Eligibility: All regular full-time, salaried employees, on first day of employment. All regular full-time, hourly and part-time employees, after 90 days of employment. 9

12 Chapter 8: Getting Certify On Power Equipment At Lowe s employees must be certified to use all the power equipment. To get certified you must enroll in some training sessions on the computer and pass four exams. After completing all the exams and passed them you are able to ask any department manager to train you using every power equipment and test drive them. Using the Power Equipment Employees must block the aisle when they are moving with the power equipment. Also when the power equipment is coming out the back they must have a spotter. The spotter must be ten feet away walking in front of you. If an employee does not have a spotter they can be dismissed from their job. It is very important that they have a spotter because we have customers walking around. Here at Lowe s safety is important, Safety is when nothing happens. 10

13 Index Power equipment, 10 Benefits, 9 Genesis, 8 Inventory, 8 Certified, 10 Down stock, 7 Check, 6 Register, 6 LRT, 5 IPhone, 5 IMPACT, 4 Password, 3 Validation, 2 11