Customer service: Attitude and Aptitude

The clerk at the local hardware store was new to his job, one could tell, and he was having difficulty finding the right item in stock. Then the computerized cash register gave him problems, making the transaction take twice as long as it should have. Nonetheless, the...

Five Ways to Maximize your Mystery Shoppers Results

1. Share mystery shopper results with all appropriate departments. For example, if you are in marketing but the results could influence decisions in training…or Branch Administration…or Operations…or HR, share. That way the study will have more...

Customer service: Now is not the time to slack off

It’s no secret that retail businesses are struggling these days.  With so many 24/7 choices available to the customer at any given time, it’s hard for a retail shop to stand out from the crowd.  Today’s customer can buy in the middle of the night, from her iPhone,...