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Top : Customer Service - Retail Sector: Customer expectations in the retail sector require top notch customer service for companies to remain competitive. Learn how effective customer service contributes to the bottom line, and how to provide it.
Articles:
Retailers Unable to Meet Customer's Needs - by naWhile Christmas is the busiest time of year for online retailers, their sites simply aren't able to provide the answers that their customers need, forcing them to call or email the contact center.""The Eptica Christmas 2011 Retail Experience Study questioned 1,000 consumers and found that nearly half (46%) will be doing last minute shopping online in the week leading up to Christmas, but that 67.3% don't trust retailers to deliver items before the big day.""The study also found that retailers are providing unclear and unhelpful answers to delivery questions online, with 85% of the top 40 retail sites in the UK failing to provide a straightforward list of final Christmas ordering dates. (Added: 1-Dec-2011 Hits: 94 )
Customer Service The Mobil Oil Way - by Keith H. Hammond
In 1996, Mobil Oil Corp., now part of ExxonMobil, began to develop what would become its Speedpass wireless-transaction system. The idea behind the project was simple enough: Get customers in and out of gas stations as fast as possible. (Added: 8-Mar-2005 Hits: 467 )
Keep Your Customer Loyal, Not Just Satisfied - by n/a
Do you know when you have a loyal customer or client? This article discussess the stages that a client progresses through in order to be called a loyal customer and therefore happy with his or her customer service. This is an interesting read and begins with good descriptive behaviours of the typical loyal customer. One key behaviour is that your client is immune to your competition. (Added: 2-Nov-2004 Hits: 1364 )
Social Media Has Almost No Effect on Online Retail Purchases [REPORT] - by Todd Wasserman
All those marketers who are rushing to increase their social media spend take note: A new study says social media has almost no influence on online purchasing behavior.""The report, a collaboration between Forrester Research and GSI Commerce, analyzed data captured from online retailers between November 12 and December 20, 2010. The research shows that social media rarely leads directly to purchases online — data indicates that less than 2% of orders were the result of shoppers coming from a social network. The report found email and search advertising were much more effective vehicles for turning browsers into buyers. (Added: 1-Dec-2011 Hits: 60 )
Retail Contrarian: Customer Service Training - by na
The end of summer is always an interesting time for our readers. Many of your stores will be slowing down, giving you to time to catch up on projects and fall cleaning. As employees because focused on these other activities it's important that they continue to maximize every customer opportunity and deliver the best possible experience." "There is another group of readers who are now in their peak season. College stores are in rush mode and are slammed with returning students. Even in these crazy weeks it's important that every employee continue to maximize every customer opportunity and deliver the best possible experience." "Here are three tips to ensure all stores have a strong end of summer and start of the fall selling season (Added: 27-Sep-2010 Hits: 213 )
"The Lamest Question in Retail Is, 'Can I Help You?'" - by Fast Company
It's not every day that both the chairman and the CEO of a $300 million retailer choose to dress up in amusing costumes -- one as Andrew Carnegie, the other as a cub reporter from a newspaper -- and put on a show for their new hires. But then not every company is quite like the Container Store, a Dallas-based chain that specializes in selling storage products for the organizationally challenged -- and that's organized around a radically different theory of how to sell. (Added: 22-Jun-2005 Hits: 1523 )
Environsell Tells How We Sell - by Keith H. Hammonds
If shopping is the great American indoor sport, why isn't it more fun? Why isn't it easier? Why isn't it better? Paco Underhill, founder of Envirosell Inc., decodes the secrets of retail design to explain the rules behind how we shop. (Added: 7-Mar-2005 Hits: 784 )
The Toll of a New Machine - by Charles Fishman
It started with ATMs. Then gas stations. Now self-service kiosks are taking over airports and invading McDonald's restaurants. Is this the face of the jobless recovery? Or will automation make service better for workers and customers alike? (Added: 20-Mar-2005 Hits: 485 )
Four Tires, Free Beef - by Cheryl Dahle
Les Schwab Tires has built a reputation on stellar customer service -- and free steaks. See how it was done and determine if you can apply the same lessons to your business. (Added: 2-Mar-2005 Hits: 567 )
The King of Kreme - by Charles Fishman
Doughnuts to die for. An inside look at the temple of doughnuts -- the facility on Ivy Avenue in Winston-Salem, North Carolina where every Krispy Kreme begins and customer service is taken seriously. (Added: 20-Mar-2005 Hits: 901 )
Loyal Customers Take Commitment - by Patricia Twitchell
Never, ever make a customer feel that his or her request is silly and not worth your time. This is just one of the great pieces of advice that the author shares with us in this article. Read this article to discover more tips that make a customer feel special and want to return to your business again. This article is well worth the read. (Added: 3-Nov-2004 Hits: 991 )
More Than Lip Service - by Selena Maranjian
If you've ever spent an eternity on hold, waiting for a customer service rep to get back to you, you might have devoted a few of those minutes to wondering which firms get it right. Dalbar to the rescue! The Boston-based consulting company routinely surveys the corporate landscape, evaluating customer service, among other things."This week it released results of a test to see which major retailers offered the most responsive call center service. Those who answered the phone were asked for information on products, return policies, warranties, and so on. The winners? Read on. (Added: 30-May-2005 Hits: 989 )
Your Advice for Working the Holidays in Retail | Monster - by na
There's nothing that says holiday shopping quite like long lines of grumpy customers, out-of-stock items, ransacked departments, and overheated and crowded stores. Yet those are just some of the issues holiday retail employees deal with every time they hit the selling floor. ""When we asked Monster members for advice on how they've survived seasonal retail jobs, we got an inbox full of responses. If you're working retail this holiday season, read some of their tips for getting through the hustle and bustle with your holiday spirit (reasonably) intact. (Added: 1-Dec-2011 Hits: 60 )
This Turkey Really Has Legs - by Ryan Underwood
You won't want to miss reading about this company's unique customer service perspective....Greenberg Smoked Turkey runs no ads, takes no credit cards, has no toll-free number--and may not even want you as a customer. Is this any way to run a thriving mail-order business? Yes indeedy. (Added: 20-Mar-2005 Hits: 544 )
The Ideal Shopping Experience - by Colin Beasty
A new report from IBM Business Consulting Services shows a continuing shift in the demographics, attitudes, and patterns of customers' buying behaviors. The report also highlights the need for retailers to change the way they do business to succeed. (Added: 14-Apr-2005 Hits: 1164 )
5 Ways to Lose Customers in Retail - by Shari Waters
Without customers, we wouldn't be in business. That is why it is surprising how easily retail shops unintentionally drive customers away. Sometimes, understanding the what can ruin a business can help us focus on what not to do while building our enterprise. Here are five simple ways to lose customers. (Added: 27-Sep-2010 Hits: 469 )
Whirlpool Get Real with Customers - by Reka Balu
A fun new sales-training program -- part MTV, part collegiate home economics -- emphasizes stories rather than statistics, and experiences rather than expertise. Are you ready for the Real Whirled? (Added: 20-Mar-2005 Hits: 708 )
Use the power of good customer service: respect your clients and your employees, and good customer service will follow - by Murray Raphel
A survey by the Technical Assistant Research Program (TARP) said the number of customers who took advantage of retailers was no more than two percent. But many businesses treat the remaining 98 percent of good customers as if they were trying to take unfair advantage.""Retailers should remember it is not the competition that puts them out of business, it is the customers--when they stop shopping with you, when they tell others of the poor service they received from you and when they were promised a certain delivery time, the deadline was not kept, and you never called to tell them. (Added: 24-Jan-2006 Hits: 962 )
Customer Satisfaction Survey For Retailers - by na
Here's a short customer satisfaction survey that can be customized to use in any retail setting. (Added: 27-Sep-2010 Hits: 322 )
15 Things Retailers Should Never Say - Negative Customer Service Phrases to Avoid - by Shari Waters
We all know that a positive tone and language are highly important when it comes to good customer service, but many retailers still use phrases that may give the wrong image and negatively impact our customers' shopping experience.""The following phrases used in a customer service setting can kill a sale and possibly lose a customer. Here are some sayings retailers should avoid. (Added: 27-Sep-2010 Hits: 539 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.