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Retail customer service strategies need addressing
Sep 12 2011, 08:03 AM
Customer service strategies in the Australian apparel retail sector need addressing, according to a new report.
Data from the Realise Group found that many stores received 'shocking' mystery shopper scores, reported Rag Trader.
Benchmarking data involving over 34,000 shops across the nation found that standards slipped in the financial year 2010/2011.
Particular areas for concern were selling skills and overall customer experience.
Speaking to the news provider, Realise Group’s managing director, Katie Miles said that shops need to take heed of the results, especially considering the rising popularity of ecommerce and its affect on bricks and mortar stores.
“We see little customer service improvement in the apparel sector where retailers still seem to place their housekeeping and administrative responsibilities above the customer experience - making an interesting environment for shoppers where they are often required to place themselves in a retailers line of sight to be offered assistance," she added.
The retail sector is not the only area which needs to work in its customer service strategies; the telecoms industry was recently told to make improvements or risk fines.
Posted by Neil Hill
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