RETAILOBSERVER.COM APRIL 2020
6
Moe Lastfogel
moe@retailobserver.com
Moe's Musings Views
Happy Retailing,
HOW WELL ARE YOU
SERVICING YOUR
CUSTOMERS?
Expand the education and
resources you need
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C
onsumers are savvier today than ever before and more knowledge-
able 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.
