Speed and efficiency at the checkout are vital in delivering effective Customer Service. A breakdown in this process, however small, can dramatically influence shopper loyalty.

In today’s competitive retail market, the quality of an individual retailer’s customer service can be a huge differentiator when securing consumer loyalty, particularly in an environment where customers face an ever increasing choice.The smallest glitch in your normal service standards can lead to hard won and valued customers going elsewhere.

The introduction of the new Chip & PIN requirements at the beginning of 2005 will clearly have the potential to impact your relationship with your customers.
The quality of that impact could largely be dependent on the way in which your staff handle your customers needs.

First Friday has developed a simple but very practical training and communication programme to help you effectively manage the introduction of Chip & PIN into your business.

Our Chip and PIN communications & training programme enables retailers to use this implementation as an opportunity to:

• Reinforce key customer service values

• Ensure staff at all levels understand Chip & PIN
  and its introduction

• Explain the new process to customers and to train staff in the new technology

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