Customer service and sales training were under the spotlight in our recent blogs and not without cause. I was incensed in a major retail outlet in Solihull recently. I was in a rush and only wanted to buy a particular brand of face cream that I use to take on a weekend away. I stood at the unmanned counter waiting for assistance. Within four metres were four sales people manning other brand counters, chatting intently about what I overheard as social gossip. At least two of them saw me but seemed to have no thought that I felt like a right dollop stood waiting while the employees neglected me in order to focus on their own self interest.
The experience held a silver lining; in a rush of frustration I left the store – letting the greeter on the front door know why as he asked if I was having a good day! I took a three minute walk to the local branch of Boots. I got just what I wanted £2 cheaper and with a free gift! I am sure that Boots provides customer service training for its staff – it shows.
By Kasmin Cooney | Righttrack’s Managing Director