From September 2013

Does Customer Service Matter Any More?

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In an age of instantaneous streaming of information on products and price, where consumers can buy something on a computer or on a variety of mobile devices, is in-person customer service an antiquated notion? Many believe that price is the driving factor in purchases, but once price is equalized, customer service may be the tipping point that drives the final...

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The Buck Stops with You – Handling Customer Complaints

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When customer service issues and complaints arise in the store, a sure way to lose a customer is to trivialize their problem and behave as if you’re not engaged in their concerns. When a customer has a complaint, it usually reflects a product or service and is not directed at you, personally. Some sales associates are unaware of...

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The High Costs of a Bad Hire

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Did you ever wonder about the repercussions suffered by your business when a presumably good hire goes south? A recent study done by CareerBuilder indicated that almost 70% of employers reported that bad hires cost them between $25,000 an $50,000. Translated to retail where sales staff are concerned, an employee who makes an inappropriate comment or behaves unprofessionally, like saying aloud to a...

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Cutting Your Losses

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One of the biggest problems retailers face when it comes to losing inventory and return on investment (ROI) is shoplifting or theft. It’s an insidious problem that can put a big dent in your bottom line. Theft can occur through employees, customers and administrative and paperwork error. A University of Florida national retail survey showed that 43% of diminished...

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The Bricks and Mortar Keys to Success

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Not long ago, my husband and I dined at restaurant we’d never been to. It was packed—there seemed to be a lot of regulars who were greeted warmly, but even amid the hustle and bustle of reservations and walk-ins on a busy Friday night, the hostess and manager found time to notice and welcome new customers....

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Mixed Reviews for Customer Service Among Retailers

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If brick-and-mortar stores want to stay on top, they need to improve their customer service. According to the American Consumer Satisfaction Index (ASCI), online retailers are receiving high marks in this area. In the e-commerce arena, more “real” people are answering phones, being responsive to customers’ needs and handling returns in an efficient manner. By contrast, big...

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Teaching Seasonal Retail Employees How to Sell

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If you’re a small retailer ramping up to hire season employees you’re a small retailer who is going to need to train most of these employees how to approach a sale.  More than that, as surprising as this may sound, you need to inform your seasonal employees that selling is a part of their job...

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Skills Acquired in Retail Jobs

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The skills obtained while employed in a retail position will escalate ones value for future success. The three most valuable abilities acquired while working in retail are customer service, computer skills and multitasking. However, applying for jobs can be time consuming and frustrating. By working with a knowledgeable staffing agency, your job hunting process becomes more productive. Customer Service Skills...

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And Baby Makes Four - Managing at Retail

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As much as we may love our families, let’s face it, coming together on holidays and special occasions can be challenging.  You may even take bets on how long it’s going to take Great Grandpa (Veteran generation) to deliver his “During the Great Depression we knew what work meant” stories.  You expect...

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There is No Such Thing as a Dead End Job in Retail

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Coaching front-line retail employees can be challenging.  Take Suzy Q. for example. Suzy used to be one of your best employees.  A full-time college student intent on maintaining honor level grades, she demonstrated this same level of ambition and initiative every time she walked through the door of your store.  Whenever she was on the floor you...

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