RETAILOBSERVER.COM APRIL 2025
6
Moe Lastfogel
moe@retailobserver.com
Moe's Musings Views
Happy Retailing,
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THE RETAIL
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C
onsumers today are savvier than ever, thanks to the help of the
internet. They are also demanding higher levels of customer service
and employee expertise while shopping. With the closure of Conns
and other chains, it's more important than ever to be ready for new
customers. If you aren't offering what they're looking for, they'll easily find
other retailers who will. You can no longer sit idly and allow untrained
employees to handle your customers, nor can you expect new customers to
return if you can't handle their concerns quickly and efficiently.
Your customers should experience exceptional service in every area of
your operation, not just the sales floor. (Long-time contributing writer John
Tschohl is a great resource in the customer service field.) From the CEO to
the janitor, everyone can play a vital role in the customer experience. Have
you implemented continuing education in customer service for your staff in
the areas where they work? Have you investigated your buying group and
trade associations to see what service training programs they offer? You
might find it worthwhile to help your employees get continuing education at
the local community college. I'm sure you'll find a thousand opportunities to
turn your employees into customer service champions.
Don't forget that the service department plays a major role in how
customers perceive your business, even though it's often overlooked in
conversations about customer service. Your customers will judge your
business by how well your staff handles service calls, accounting processes,
warehousing, and delivery.
In today's marketplace, the introduction of new technologies, product
enhancements, certification, and training will continue to impact how your
customers rate your business. We at The Retail Observer understand how
critical customer service is to your success – it's why we want to help you
develop a well-trained staff and efficient business procedures.
tribgroup.com
HOW WELL ARE YOU
SERVICING YOUR
CUSTOMERS?
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