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Introduction

Introduction. The Home Depot’s decline in Customer Satisfaction Voice Of the Customer (VOC) Company Growth Lisa Boyd, Human Resource Manager. Introduction Cont. Hiring New Employees Training in Orientation Revise the Online Survey. Proposed Tasks.

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Introduction

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  1. Introduction • The Home Depot’s decline in Customer Satisfaction • Voice Of the Customer (VOC) • Company Growth • Lisa Boyd, Human Resource Manager ENGL 2311 Spring 2007

  2. Introduction Cont. • Hiring New Employees • Training in Orientation • Revise the Online Survey ENGL 2311 Spring 2007

  3. Proposed Tasks • Increase the number of employees in high volume departments • Include a Customer Satisfaction Portion of New Hire Training • Revise the Online Survey ENGL 2311 Spring 2007

  4. Time Schedule • Primary Research • Interview with Lisa Boyd • Customer Survey • Secondary Research • Internet Sources • Progress Report • Group Meetings • Final Proposal ENGL 2311 Spring 2007

  5. Qualifications/Experience • Stan Caballero • History/Business • Employed by The Home Depot • Heather Swords • Public Relations/RHIM • Barrett Sisk • Landscape Architecture • Employed by The Home Depot ENGL 2311 Spring 2007

  6. Qualifications/Experience • Justin Garcia • Pre Med • Ken Wogan • Economics/Political Science ENGL 2311 Spring 2007

  7. Budget • Increase Sales Associates • Hire eight at $7/hr • Total new expenditures for entire company: $249,733,120 • How can Home Depot justify this increase in spending? ENGL 2311 Spring 2007

  8. Budget Cont. • Company processed 1.3 billion transactions in 2006 • Average transaction: $64 • Total company loses: $250,419,300 • Increase in Customer Satisfaction: Priceless • Result: $686,080 Net gain ENGL 2311 Spring 2007

  9. Conclusion • Proposed tasks can immediately and progressively increase Customer Service • Happy customers means more business • Remember: It costs more to recruit new customers than to retain old ones! ENGL 2311 Spring 2007

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