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�m <br />4L 0 <br />Lesson Title I About Pep Boys I Screen 10.. <br />transaction.Learning Unit Title Our Passion for Banner Se-rvice — Cverview <br />rmage Customer and casl�er smiling while engaged P—resident talks about the importance of customer <br />• • rN <br />You've heard it before. "The customer is always right." <br />And it's true. Customer service is our top priority. Here at Pep Boys we call it "Banner <br />Service". We mean business. If you do a great job taking care of your customers, you'll <br />see them again and again. They'll keep coming back. <br />Banner Service includes every one of us. Every employee in the Pep Boys' family. <br />Customer letters are encouraged. These go right up to the Vice President of Customer <br />Satisfaction. That's how important customer opinions are to us. <br />Customers count on Pep Boys and we count on you. You give them your knowledge, <br />courtesy and your full attention. And you should always try to do things right the first <br />time. <br />Ar,tivit <br />Flash # 5 Flow Chart <br />Header: What happens to a customer letter? <br />(Link sections labeled as follows) <br />Customer Response Card at Local Store— Vice President of Customer Satisfaction —Original Store Manager <br />Comments may lead to changes in the way we do things at all stores. <br />11 <br />