Customer service and store operations

Excellent in-store customer service is the last step in the retail process, and is often the only point of contact your customers have with your business.

If poor service is received, then however good your strategy, your product offer and planning, the customer may not wish to purchase from you. It is therefore of critical importance to excel in this area. We work with our clients to establish and install Best Practice approaches that best fit your market position and competitive offer by:

> Conducting mystery shopping research in your stores and in your competitor stores
> Identifying points of excellence and areas for improvement
> Benchmarking current service against Best Practice
> Developing a tailor-made approach to customer service that matches your market position
> Formalising these techniques into easy-to-apply rules
> Conducting live training sessions



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