Quality Control

CVS uses the Quality Control (QC) model to help improve their customer service level that is provided by their employees. They use the QC model to measure the level of customer service that each store or region provides to their customers. At CVS good customer service is a standard because good customer service equals a loyal customer for CVS and if employees do not show or demonstrate good service to a customer there is a chance that this customer will not return. CVS does use the continuous improvement model to improve their levels of customer service and under this model they follow the Pareto Analysis. CVS definitely follows the Pareto Analysis because they try to fix or repair the most important areas first. For example CVS has the strategy that every transaction must have five E’s (Eye Contact, Exchange, Extra Care, Extra Selling, and Ending) this is a strategy developed for employees to engage in more conversation and interaction with a customer, which the end result improves the level of customer service. They started at the root of the problem because if employees do not have the proper training on the standards of the company they cannot provide the highest level of customer service that CVS lives by. By CVS assessing the main problem first it not only increases their level of customer service but it also increases their sales, because a happy customer will always return. The improvements that CVS can make is to make sure that they spend the time and money necessary to train their staff and make sure that their staff is fully aware of what the company is trying to achieve.

Customer Service

The three elements of the service-product bundle are the tangible service, the psychological benefits of the service, and the physical goods. In relation to our company, CVS, we could use the example of dropping off a prescription to get filled by our pharmacy staff. The tangible service would be the convenience of dropping the prescription off and knowing that it will be filled. The psychological benefits of the service are that there is someone that you can talk to and ask questions if there is a problem. The physical goods would be to walk away with your medication in your hands. The cell that CVS operates in on the service matrix is the co-routed services. They offer a number of choices with regards to customers and how they can choose to get their prescriptions filled, whether it’s a refill that they can request online, through the phone, or sending a fax or physically coming into the store. CVS encounters a high customer contact and they are continuously coming up with new ways to stay on top of the customer service game. Using some technology but trying to not get away from the advantage of having a friendly face help with an issue a customer is having is something they pride themselves on. They support employees by empowering them to do whatever it takes to make sure that the customer leaves the store happy. The guarantee that CVS offers is a 100% buy back guarantee on their CVS products and on all beauty products with or without a receipt. The refund policy is one that guarantees that as long as someone can provide a receipt for the product than we will gladly do a return on the product. The service recovery CVS has in place is doing whatever it takes to make sure that the customer leaves the store happy. In regards to getting a product from another store, calling other stores to see if they have the product, using expired coupons, their ultimate goal is to have each customer walk out of a CVS 100% satisfied.