Enhancing Service Skills of Retail Business Workers: a Case Study of Trithai Market in Khon Kaen Municipality

Abstract

     This study aimed to study the problems and causes of problems of labor skills and in the retail sector of Trithai Market Company, and to propose the guideline to improve the skills of labor in the retail sector of Trithai Market Company in Khon Kaen Municipality. This study was applied theories on human resource development, labor characteristics, Kolb's learning and training. There was a qualitative research, that used the interview method with 15 informants. Content analysis and frequency were analyzed data.

    The results of the study found that the main problem of labor skills in the retail sector of Trithai Market Company in Khon Kaen Municipality were 1) lack of stress management skills, 2) lack of problem solving and complaints to customers, 3) lack of inventory management, 4) lack of knowledge about products and promotions, and 5) lack of technology skills and 6) Lack of product presentation skills. The guideline to improve the skills of labor in the retail sector of Trithai Market Company in Khon Kaen Municipality, there was the training project to improve labor skills. After the project had been implemented for 1 month, it was found that employees had increased worker skills; communication and customer service skills increased 137.50%, sales skills increased 150.00%, management skills increased 157.14%, and store management skills increased by 120.00%.