Based on what I have seen in my experience in retail, common problems I see repeated are in the following areas: Product and Industry Knowledge, Calming Personality, Positive Attitude and Willingness to Help, Empathy, Problem Solving Skills. I would have a store wide team meeting to teach them myself. Then I would meet with the managers/team leads individually to test their knowledge of these topics and grade them accordingly. Then I would have them do the same for their shift teams. Due to the situation, I would calmly address areas where lacking to the managers and team leads to address it with those under them. If it remained a problem, I would have them give them write ups. I would implement product knowledge and customer service scenario tests on a monthly basis. I would ensure basic customer service skills were taught to each team member and enforce them. I also would have positive incentives such as employee of the month, bonuses for outstanding service, instore competitions between the teams. I would have giveaways, membership enrollment where they will be the first to know about sells and redeem points, and I would make sure the staff treated them politely as possible and aided them to the best of their abilities. For the membership enrollment, once a month I would have them do a shopping survey to see how they enjoyed their experience and what they would like us to improve. I would have staff go around the store ensuring they were having their needs met and aiding where they could help.