Redefining Customer Service
As the retail industry has undergone dramatic change in the last decade, so too has the definition of “customer service.” While good customer service means different things to different people and different locations, bad customer service is usually much easier to define.
The National Retail Federation (NRF) clearly recognizes the changes the retail industry has undergone along with the redefining of the term customer service. The organization recently released a set of customer service competency standards it would like to see used in future training centers, schools and colleges. It offers a professional certification in customer service at its new NRF University Web site and has even opened retail skills training centers in several states.
In a statement the NRF released late last month, Kathy Mannes, managing director of workforce development at NRF, said, “This industry traditionally churned our employees. Now we’re trying to make them aware that it’s not just an industry you pass through. We haven’t been thinking enough about the skills needed for retail, and that’s obvious when customers walk out the door.”