How do I ensure the customer service level goes up + beyond?

Make sure all current negative experiences have been fixed

publish berlin brand store contact information (email address), so local customers know how to reach out.


reply + update all negative and positive Google Reviews


update recorded Voice Mail, to prevent that customers become disappointed and angry

Reachability

Visibility

place direction boards to help customers finding the way to the store + creating more attention

Diversity

hire more diverse candidates (in all age groups, multi language skills, race, gender, sexual orientation)

Motivation

win the trust of all colleagues back to go again for that extra mile

In the last couple month we have experienced that more than the half (9) of the team quit. of curse there are different reasons for that decision. But a lot of times, it was due to loosing trust in our products and due to the stress and aggressions our foh had to take/block