1. © 2014 CVS Health Confidential & Proprietary
How a Manager Drives
Customer Service
Eric Maritato
August 2nd 2016

2. Introduction Slide
•College- University of North Carolina Charlotte
•Major- Finance/Accounting
•Store Number- 0162
•Region- 38
•Store Manager- Carla Justice
•District Manager- Tucker Poston
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3. Presentation Objectives
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• Five ways a manager can drive customer service
• Investigation Results
• What I learned
• Feedback: My Overall view of My Internship

4. Five Ways a Manager Can Drive Customer Service
4
• Teamwork
• Actions Plans
• Response Time
• Relationship Building/Behavior
• Basic Practices

5. Teamwork
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• Building a team is very important to the success of your store.
• A group of individuals who are cohesive and work together will help
drive customer service and create a positive atmosphere in the store.
• Managers have the responsibility of leading the team by example and
setting high expectations for his/her employees.
• Building a successful team starts with employee trust. Managers must
gain trust from their employees to be a better mentor and leader.
• Managers must be able to hire and train their team of employees
efficiently. The same customer service should be given even in a
mangers absence.

6. Action Plans
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• Managers have the responsibility of reviewing the stores Mycustomer
scorecards and creating action plans to improve their store each
month.
• Managers can drive customer service by reviewing and evaluating
employees MyImpact with them.
• Congratulating an employee’s strengths, but also pointing out
weaknesses will also help drive better performance and motivation at
the store.
• Managers can provide fast feedback to employees by reminding
them how to improve while on the job.

7. Response Time
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• Acknowledging a customer immediately can boost customer service
and reduce shrink.
• Reducing wait time at the register by calling for back-up can help
drive customer service.
• Managers should address and deal with customer complaints in a
timely manner.
• Customer service should be top priority, setting all things aside when
a customer is in need of help.

8. Basic Practices
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• Managers should be following their stores basic practices to drive
customer service.
• An organized and clean store will give a customer a positive
perspective and a more enjoyable experience.
• Products should be labeled, stocked and faced properly. This can
reduce customer complaints and prevent poor customer service.
• All expired items should be removed off the shelves to prevent
unhappy customers.
• Failure to keep up with a stores basic practices can cause the store to
become dysfunctional.

9. Relationship Building/Behavior
• Taking the extra time to connect with the customer will help drive customer
service.
• Encouraging employees to call customers by their name and create
conversation will help create a connection with the customers and hopefully
make them want to return to the store.
• Encouraging employees to have a positive behavior on the job will help drive
customer service.
• Greeting customers with a smile and offering to walk them to items are extra
steps managers and employees can take to improve their store and their
service.
• I personally think this is where CVS can improve the most. If employees
worked on building a relationship with the customer more often, CVS
could see a big increase in their customer service.
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10. Investigation Results
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• During my internship I was able to make six store visits to local
stores in my district.
• These six stores missed or were even with their target for their
front store performance on their MyCustomer scorecard.
• I entered the stores as a customer and observed how each
store operated.
• I was able to make interesting observations that helped my DM
better evaluate his stores performances.

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Metric Comments
Courteous/Friendly FS Yes/No
Clean/Neat Outside Yes/No
Clean/Neat FS Yes/No
In-Stock FS Yes/No
Offer help, walk to item
Yes/No
Were any expired items
found?
Yes/No
Proper Sales Tags
Yes/No
Shelf Organization
Yes/No
Checkout FS
Other Findings

12. Store 2562
• Positive Notes:
• Employees were walking
customers to products
• Manager was courteous and
friendly
• Opportunities:
• Shelves in seasonal were
disorganized.
• Some products were not labeled
properly.
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13. Store 3319
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• Positive Notes:
• Busy employees were still
taking time to greet customers
and asking if they needed any
help.
• Opportunities:
• Cashier was not building a
relationship with the customer.
She was talking and texting on
her phone during my
transaction.

14. Store 5264
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• Positive Notes:
• Cashier was taking extra time to
connect with customers.
• Store was clean neat and
organized.
• Opportunities:
• Store had a low front store
inventory from a customers
perspective.
• Store seemed to be understaffed

15. What I learned
• After my store visits I reported back to my DM and reviewed what I observed
first hand. We talked about what each store could improve on and next steps
the stores could take.
• Key Takeaways:
• Stores who did not meet their target should create the proper action plan to
improve their store for the long run.
• The importance of customer service and leadership and how your store can
be effected without it.
• Shift managers and cashiers should be properly trained in case the store
manager has to take a leave of absence.
• The importance of following the stores basic practices (BOH, truck,
planograms, In-stock, scheduling etc.) so your store does not fall behind.
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16. Feedback: My Overall View of My Internship
• Interning with CVS allowed me to see the business in a different perspective.
• My store manager introduced me to front store operations. She taught me
about the importance of customer service and building relationships with the
customer through teamwork and a positive attitude.
• I was able to travel with my DM, HRBP, Pharmacy Supervisor and my LP
manager, which showed me many aspects of the business I was not originally
aware of.
• During my store visits and learned to recognize the difference between a high
performing store and a store with room for improvement.
• Overall I had a great experience with my time at CVS and I am looking forward
to see how the internship program develops in the future.
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17. Thank You
Questions?
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