retail customer service Archives - Customers That Stick

Hassled Customers and the Return of the Retail Robot

Historically in customer experience, the term retail robot has been used to describe frontline employees who just went through their day and more importantly, through customer interactions robotically, reading enthusiastically from a script, interacting the minimum possible to complete the transaction, and never thinking outside the box or looking for creative solutions. Retail Robot is […]

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One Company’s Inattention Is Another’s Opportunity

3 Comments / Customer Service Blog, customer-service-training / Adam Toporek

A few weeks ago, I stopped by a big box electronics store to make a quick purchase. I had dropped my wife at an appointment and decided to run a few errands until she was done. In this brief trip, I was reminded of how damaging it can be to ignore customers. I was shopping

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Faces of Customer Experience: Nicole Miller

Customer Service Blog, faces-customer-experience / Adam Toporek

Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores. I am fortunate and proud to work for the

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How to Handle “I’m Just Browsing”

10 Comments / Uncategorized / Adam Toporek

Often in retail, you will approach a customer to offer assistance and be given some version of the browsing response. “I’m just browsing.” “Just looking.” “Just killing time.” Generally, when you are confronted with the browsing response, it means one of three things: How do you know which one describes the customer in front of

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For the #CustServ Front Lines: Remember One Thing

2 Comments / customer-service-training / Adam Toporek

Whenever we can personalize a customer experience, we have gone a long way towards making that experience great. Every customer wants to feel valued, to feel special, and personalizing the customer’s experience, even in very small ways can go a long way towards accomplishing that goal. Of course, CRM systems are the most popular way

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A Tale of Two Returns

3 Comments / customer-service-stories / Adam Toporek

Last week, I wrote about my experience at the Apple store in Even the Apple Store Isn’t the Apple Store Every Day. In that post, I mentioned that I was referred by an Apple employee to a “cell phone” store in the mall. What I did not relate was the customer experience I had at

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The Great Retail Experience Race: Interview and Infographic

customer-service-interview / Adam Toporek

The folks at Software Advice, a site that reviews and compares customer service software, released an interesting infographic a few weeks ago entitled The Great Retail Experience Race. The infographic was based on an original study done by Software Advice for their Customer Service Investigator blog, and I thought it would be interesting to learn a

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Even the Apple Store Isn’t the Apple Store Every Day

7 Comments / customer-service-stories, customer-service-training / Adam Toporek

We live in a world of mythologized companies, and in the customer service sphere, few companies are as mythologized as Apple. From Apple’s revolutionary product design to the experience design of its stores, Apple’s almost obsessive focus on the user experience helps it rank consistently among the elite customer service companies in the country. As

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Less Staff, Better Customer Service? The JCPenney Plan

16 Comments / Uncategorized / Adam Toporek

Technology is shaping how companies interact with customers. From social media to big data, from CRM systems to GPS tracking, almost every company’s relationships with its customers are shaped by technology. Despite technology’s prominence, companies are finding that the optimal intersection of technology and customer service is not always obvious. As we move to an

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retail customer service

Hassled Customers and the Return of the Retail Robot

One Company’s Inattention Is Another’s Opportunity

Faces of Customer Experience: Nicole Miller

How to Handle “I’m Just Browsing”

For the #CustServ Front Lines: Remember One Thing

A Tale of Two Returns

The Great Retail Experience Race: Interview and Infographic

Even the Apple Store Isn’t the Apple Store Every Day

Less Staff, Better Customer Service? The JCPenney Plan

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