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Situation 1

Situation 1:
Customer centric

Here we go! Please, imagine you are working as a controller in METRO Cash & Carry's finance department.

You are on your way to a meeting in order to discuss the current monthly figures of a wholesale store with its manager. You take the shortcut to his office crossing the METRO store and realize that there are long queues in front of the tills.

How do you react?

Choice 1

I go to my meeting as quickly as I can in order to be on time knowing that I can trust my colleagues from the wholesale store to know best how to deal with customer service and how to keep waiting times for customers as short as possible.

Choice 2

I will adress the situation I've observed directly with the store manager and draw his attention to it. I might be able to support him with a constructive solution. After that we will look into the monthly figures.

Choice 3

The best will be for me to lend a hand myself. I try to reassure customers by talking to them, letting them know that someone is taking care of opening additional tills. Then I look for an employee of the store and ask him to open more tills immediately.

Choice 4

As we want our customers to always be at the centre of our attention, I postpone my initial concern. It is of top priority now to find a comprehensive solution for this problem. Discussing the monthly figures isn't all that important now.

Choice 1

I go to my meeting as quickly as I can in order to be on time knowing that I can trust my colleagues from the wholesale store to know best how to deal with customer service and how to keep waiting times for customers as short as possible.

Choice 2

I will adress the situation I've observed directly with the store manager and draw his attention to it. I might be able to support him with a constructive solution. After that we will look into the monthly figures.

Choice 3

The best will be for me to lend a hand myself. I try to reassure customers by talking to them, letting them know that someone is taking care of opening additional tills. Then I look for an employee of the store and ask him to open more tills immediately.

Choice 4

As we want our customers to always be at the centre of our attention, I postpone my initial concern. It is of top priority now to find a comprehensive solution for this problem. Discussing the monthly figures isn't all that important now.

Vorsicht!

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