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Advanced Auto Zone

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An important foundation in hiring the right employees for frontline roles (person behind the counter) is in place at the Advanced Auto Zone. Recently, I had a problem with my car starting so, I headed to Advanced Auto. John, a frontline employee greeted me as I entered the store and seemed to have a natural drive to satisfy a customer’s needs. He made me feel confident that he would find the right employee to assist me with my needs. I was then introduced to Jeff. Also a very well-informed employee, who went above and beyond my expectations in giving me direction in determining what, may be the problem with my car.
To my disadvantage, I had absolutely no idea about what could be wrong and the cost that would be incurred with this service. The factor that I felt was most beneficial to me was that Jeff took his time while assisting me. I know it was apparent that I did not have a clue as to what I needed, but Jeff suggested that a battery test be conducted first. After completing this test, he showed me the print out and this …show more content…

Immediately, he asked if there was anything else he could do to assist my needs and questioned if I was satisfied with the service provided on this day. I felt that he appreciated my business and wanted me to come back in the future. I feel that Advanced Auto Zone is a business that is engaged in a cycle of success. The first impression a consumer gets as they walk into the door is presented in an effective manner by the frontline person. With the patient and positive attitude distributed towards a customer makes you want to go back to this store. The beneficial communication and active listening on behalf of the employees also had a major influence on the outcome of my service experience. In fact, I have been back to Advanced Auto on several occasions and this is due to the fact that as soon as I came into the store I was treated with

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