The Grainger Edge
This Grainger Edge principle reminds us that the customer is at the heart of everything we do?
What is "Start with the Customer"?
This is what we aim for on the first customer interaction—solving the issue immediately.
What is First Contact Resolution (FCR)?
What is the first step in resolving a customer complaint?
Actively listen to the customer's complaint
What is a CRM system and how does it help in customer service?
Customer Relationship Management system; it helps manage customer interactions and data (AKA SalesForce!)
This metric measures the total time spent on a call or task, including talk time, hold time, and after-call work.
A: What is Average Handle Time (AHT)?
This Grainger Edge behavior encourages us to focus, prioritize, and be intentional with our actions.
What is "Act with Intent"?
A customer wants to escalate an issue. The first step should be this.
What is actively listening and trying to resolve before escalating?
What are some common customer service problems?
Product defects, billing issues, poor service, "where's my order?" (Tracking)
What is the largest software we use at Grainger?
SOE (Simplified Order Entry based from SAP)
What is the Power BI Individual Team Member Dashboard used for?
Primary source for understanding team member performance. Reviewing our individual metrics helps us focus on what matters and improves the customer experience.
This behavior focuses on collaboration and supporting each other to succeed?
What is "Win as One Team"?
These is the most commonly used customer satisfaction metrics at Grainger.
A: What is "VOC"?
Explain the importance of documenting customer interactions.
Provides a record of the interaction, helps track progress, and ensures consistency
How can knowledge bases improve customer service efficiency?
Provides quick access to information, reduces the need for repeated searches
What are the five performance metrics QA evaluates?
Phone, Email, Quality, AHT, and Conformance
This Grainger Edge value emphasizes integrity and making ethical decisions—even when it’s hard.
What is "Do the Right Thing"?
This method involves identifying the root of a customer’s problem and providing a tailored solution.
What is Proactive Problem Solving?
What are some strategies for escalating a customer issue?
Following established protocols (Standard Work), involving a supervisor or manager
What are our core customer services offered?
Customer Support, Specialized Customer Support, EDI/ePro
Grainger.ca, Seller Support, and TPS
How can customer feedback be used to improve customer service?
Identify areas for improvement, track progress, and measure success
This behavior is about running our business like it’s our own—being efficient, productive, and accountable.
A: What is "Invest in our Success"?
When handling a difficult customer, it’s important to use these three core communication skills.
What are empathy, active listening, and clarity?
How can you turn a negative customer experience into a positive one?
By actively listening, empathizing, and offering a sincere apology and a solution and following up.
How can data analytics be used to improve customer service?
Identify trends, predict issues, personalize interactions
What are the Grainger Customer Attributes?
Be Their Expert, Eliminate Uncertainty, Save Them Time, and Personalize Service