It appears that you're trying to address issues with your customer service so I thought you might want to read my story.
A few months ago, I took a part time job with Sears in the Meriden, CT mall. My two weeks there was the worst employement experience I've ever had - and I've been employed by retailers before (Wal-Mart, Big Y, Stop & Shop).
The first day I showed-up for shift, there was no one in HR to help me sign-onto the computer for the online training. I had to ask an associate how to do it. As I found-out later, they couldn't have helped me too much because my username and password hadn't been setup.
Every morning, the store manager would have a meeting on the sales floor. During those meetings, he would read-off the previous day's profit & loss numbers. He would point-out the department employees who had not met or exceeded his expectations and he would publically tell those employees that they would have to quote "go work at JCPenney" if they didn't "Do the right thing". The right thing, meaning, getting more customers to sign up for Shop your Way Rewards or the Sears Credit Cards.
I remember, one morning, that the manager publically applauded an employee who had raised his percentage of Shop Your Way. He also said to the tune of "Wow, it was great that you and I had that performance review, right?! Sometimes that's what it takes". As if everyone needed to know that the employee had a performance review. No one's business!!!
The assistant store manager was no better. I was still undergoing cashier training when he called my station and asked me to ring by myself because they were short-staffed. I said NO! I didn't want to be responsible for loads of cash without having the proper register training. Although I had previous retail experience, I did not know yet how to performance exchanges, returns, etc. You know what your assistant manager said to me? "loud sigh - JESUS CHRIST", hang up.
I can't believe that you employ people like this in your management team. How can you ever expect your associates to succeed with "inspiration" such as this?
Product or Service Mentioned: Sears Cashier.