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Customer service- A retail secret

You have to ask, where has good old fashion customer service gone?  We have all experienced service in good or bad forms, and if we deliver mediocre or poor service then customers have more options than ever to go to competitor stores or shop online.  The majority of people need personal interaction and want to experience the best service ever from stores; as opposed to online shoppers who go to stores to try items on, get sizes and labels with all the information they need before purchasing these same items on line.

Therefore, in the event that we improve our customer services, then surely we could circumnavigate some of the dollars back to the stores to people who reside at actual addresses instead of the virtual online ones.

Upon discussion with a relative who now resides in America, he found that the majority of shopping experiences are quite different in America to Australia, he stated, “they were very keen to serve him, offered service, they knew the product and they were motivated by their sales commissions”.

Smart customer service was also recently declared as one of the secrets to retail success in Patrick Staffords article about Online sales and fatter margins: Five secrets behind the retail industry's turnaround, Thursday, 21 February 2013.  He states

Smart customer service

One aspect of retail which goes untouched a lot of the time is customer service. But Athlete's Foot has been consistent in its approach to increasing profit – offering good customer service.

The company always ensures its staff are well trained, and work with the shopper to find the best shoe for them. It's an easy thing to do, but it's surprising how many companies don't understand the importance of well-trained staff.”

So what strategies can we put in place to ensure the viability of retail?

The right selection of staff is critical, followed by training to ensure product knowledge and an understanding of the retailer’s customer.

Utilising tools like everything DiSC, which can ensure you have the right person for your organisation and ensure that they have the right attitude towards a career in retail. Add to this customer service training and you will see an increase in people purchasing from you and not as much online.

Call to discuss your requirements with Ivan at The Training Network on 1300 886 338.

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