FABER 5 STAR PROGRAM
Service begins with our employees smiles and ends with our customers smiles.
Faber has been serving the traveling public for 170 years. We continue to renew,
refresh and update our service programs. Our in-house customer care program
is called Faber 5 star. Our goal is to achieve the 5 star rating by delivering 5 star service .
In order to maximize the service evaluation results we have a coaching plan for our staff.
The VP of Operations, General Managerand Customer Care Training Coordinator review
every shop and establish the coaching needs for each employee, monthly.
Faber rewards the winners and coaches the other employees to winning status.
Our service standard: "Always exceed our customers expectation, everyday."
Faber has a full time dedicated customer care training coordinator. Every employee
receives 24 hours of Faber 5 star customer service training before they are assigned to
the sales floor. The employee is then presented to the General Manager who completes
the onsite orientation.
Faber 5 star 100% winners receive a monetary award, a reward certificate signed by the
VP operations and a letter from the company President.
SPEED OF SERVICE STANDARD
In 2008, Faber installed state-of-the-art NCR computer registers. Pricing of every item in
the store is contained within this system. Any item can be scanned and totaled in 3 seconds .
Credit card/debit transactions can print receipts in 5 seconds.
We added contactless/mobile NFC acceptance to our pos register system in March 2009.
The system will allow Visa PayWave, MasterCard PayPass, Discover Zip and
American Express' Express Pay to complete transactions by touching the input device.
All sales $25.00 or less will require no signature. Speed and accuracy, all with a smile!
and ADDITIONAL SERVICES
ACCEPT ALL CREDIT & DEBIT CARDS
ACCEPT MAJOR GIFT CHECKS
ACCEPT TRAVELERS CHECKS
GIFT WRAP & MAILING SERVICES
F - First Impressions (Smile, well groomed)
A - Ask questions & acquire information ("How are you?")
B - Benefit of Product Knowledge (show them you know)
E - Extras (selling suggestions)
R - Register Efficiency (speed and accuracy)