Leadership Behavior
Behavior: Shows Compassion and generosity towards self and others
Manager Behavior - Promotes a balanced workload
Navigating the Unknown
Meets customers' needs, solves problems independently, and recognizes when to escalate to a manager
Customer Services Coworker
What is the report called to check attendance?
Exceptions
Where is Kaiden from?
Las Vegas
What is our Family Sales Share % Goal?
50%
January we were at 49.4%
Behavior - Treats others as equals
Manager Behavior - Creates a psychologically safe environment with my team where everyone is seen and heard
Collaborating and co-creating
Develops and secures a seamless resolutions process in a multichannel environment (Store Fulfillment, Ecommerce and Cash and Carry) for returns and exchanges.
Customer Resolution Manager
What is the minimum amount of time a scheduled shift can be?
4 hours
Where did Kaiden and Kelsei work before IKEA
Kaiden- Target
Kelsei- Bed Bath & Beyond
What is Draper's Physical Happy Customer Score goal for FY23?
83
January we met our goal!
Behavior - Asks for feedback
Manager Behavior - Makes themselves availiable and approachable
Developing self and others
Ensures a better understanding of the local customer, market and community to enable a better local connection to the store experience, solutions, and commercial calendar
Customer Experience Manager
What does IES stand for?
IKEA Employment Standards
Where is Kelsei from?
Oregon
What is our utilization % of Express Checkout goal?
70%
January we were at 74%!
Behavior - Influences with their own perspective when working with others
Communicating with impact
Partners with:
• Prep & Flow Manager to consistently grow the Click & Collect, Click and Deliver side of the business
• Safety and Security to ensure adherence to policies and standards regarding Smaland, inventory integrity, safety and the separation of duties guidelines are all being met
• Customer Care team and SFO (Service Fulfillment Operation) to secure first time right to improve customer experience in delivery
• Staff Planner on hours budgeting, Hours Level structure and resource planning
Customer Operations and Payments Manager
What is a smile curve?
The curve of our sales versus hours scheduled
Who are the two leaders who don't have an iphone
Nate and Taylor
What is our total sales goal for fy23? Rounded to the nearest millionth is fine
$111,187,539
Behavior - Simplifies to reduce cost, waste, and resources
Manager Behavior - Uses and grows people's talents, strengths and skills
Creating results
Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI’s and root cause analysis to make future improvements
Customer Operations & Payments Leader
How many different times did people in Customer Experience miss a lunch break in the last 4 weeks (Jan 8th- Feb 11th)
42
What are Kaidens kids names
Brynlee and Kayson
What is our goal for article accommodations? This is a % of our sales
.05%
January we were at .07%