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Customer Service is Back….

5:56 pm   -   November 30th, 2006

Customer Service Is Back in Style

November 22, 2006 9:46AM

The customer service that’s giving retailers their robust sales numbers is more complex than the perfunctory “How may I help you?” of yesteryear. Today, retailers are responding to customer demands on many levels, from making the store an inviting destination to restocking shelves regularly and stocking the right mix of products.

“Hi, how can I help you?” For years, that was the hallmark of customer service for many retailers. Zip ahead to Black Friday, 2006. Customer service is in the midst of a transformation across the retail landscape, becoming a more focused, strategic weapon in the competitive arsenal for a variety of retailers.
Retailers angle for better customer service in several ways: signing up trendy designers, finding products to appeal to their specific customers, and listening more carefully. The result? They’re seeing the payoff in their profits.

At office-supply retailer Staples, for instance, the old “Can I help you?” is out, replaced with: “What can I help you find today?” “We then walk a customer to a product and might use that opportunity to cross-sell other items,” says Shira Goodman, Staples’ executive vice-president of marketing. She notes that Staples’ customer-satisfaction metrics increased by 5 percentage points after employee training was focused.

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