RETAILOBSERVER.COM APRIL 2017
6
Moe Lastfogel
moe@retailobserver.com
Moe's Musings Views
Happy retailing,
C
onsumers are savvier today than ever before and more knowledgeable
with the help of the Internet. They also demand a higher level of
customer service and expertise when shopping. With all the store closures
of Sears, HH Gregg, and others, it's more important to be ready for new
customers. If you don't provide them with the answers they are looking for,
they can easily find another retailer who will. You can no longer sit idly by
and let untrained employees handle your customers, nor can you expect
to have customers come back if you don't handle their concerns quickly
and efficiently.
Exceptional customer service should be seen in every area of your
operations, not just on your sales floor. Our long-time contributing writer
John Tschohl is a great resource in this field. From the CEO to the janitor,
everyone plays a vital role in the whole customer experience. What have
you implemented in your business for continuing education of your staff in
the areas where they work? Have you looked into your buying group or
trade associations to see what educational programs they offer? You
might even think of offering employee assistance for continued education
at the community college level. I'm sure there are a thousand other
opportunities out there.
Don't forget that the service departments play a major role in how your
business is perceived by your customers, but is often overlooked when
talking about customer service. This includes how well your staff handles
service calls, accounting processes, warehousing and delivery procedures.
We at The Retail Observer understand the importance of customer
service, well-trained staff and efficiently run business processes. In today's
marketplace, the introduction of new technologies, product enhancements,
certification and training have, and will, continue to impact this area of
your business.
HOW WELL ARE YOU
SERVICING YOUR
CUSTOMERS?
Expand the education and
resources you need
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