Institute Feature: Customer Service – Way to Care

Customer service is a crucial component of building shopper loyalty. In fact, 59% of customers would recommend a brand to their friends because of its customer service, according to a Gladly report." The Independent Grocers Alliance's Way to Care initiative is an Alliance-wide strategy that enables IGA store owners, managers, and associates to provide an extraordinary experience for every shopper and in doing so, differentiate your store from all others.

To complement the Way to Care initiative, the Retail Learning Institute (RLI) has released two new courses for associates to develop their customer service skills, detailed below.

Customer Service – Way to Care – Essentials

Start with this 20-minute course to learn the basics.

Course Description: When asked, most people can think of a time when they experienced great customer service. Whether it was because an employee went out of their way to help, took a wrong and made it right or exceeded their expectations–having a good customer service experience can really make someone’s day. It can also affect the way one thinks about a store and whether or not they choose to do business there again.

We must we treat our customers like the friends and neighbors they are. Whenever we can, we must go out of our way to make sure our shoppers’ needs are met and that they’ve had a wonderful experience in our store.

Customer Service – Way to Care – Advance

Once you have completed the Essentials course, complete this 15-minute course to further your skills. 

Always. That is why everyone’s role in achieving a Customer Service – Way to Care culture in the store is so important. Only when we all provide exceptional customer service—which means taking personal responsibility for your interactions with customers — can we ensure an extraordinary shopping experience for every shopper, every time.