Ben jamir Started The Discussion:
I shall be glad if anyone give me some guidelines and your valuable suggestion how to we improve better customer service in retail sector?
And also how we can motivate the retail staff in the store when the staff motivation level is very poor?
Thanking you in advance
Can you please give a brief profile of the company, what kind of product company deals in?
Motivation can be done for retail staff and we have organised many trainings and workshops related to these areas only.
This is the same story everywhere in retail industry the employees who deals with customers directly are the least motivated staff...
Have a chat find out the reason about their lack of motivation, it can be incentives or less sales, lack of interest in customer service or any other reason.
We can discuss it further once you let us know about the company.
I suggest that you first analyse the reasons for the present low level of customer service. We cannot always conclude that employees are the cause of poor customer service. If a firm has not provided proper infrastrcuture for running the business, the customers may not be attracted by it. If inferior products are stored and marketed, what the employees can do about attracting customers? If the business location is not in a vantage point, again customers will not come in large numbers.
Like these, there could be many more reasons for it. We have to get honest opinions from the customers and employees as to why the customers are not making a beeline to it. We have to review the firms business in the light of successful models, their practices and other aspects associated with its success.
Abraham Lincoln, a voracious readedr along with his friend, a drunkard
started a business in a far off location where Lincoln felt he will not be disturbed in his studies of books and his friend thought he could keep on drinking without any disturbance from any customer. Sholuld I have to say that the business had to be wound up sooner.
Dear Ben Jamir,
You have answered the reason of poor customer service in your post only. If the staff's motivation level is low, it will have its repercussions on customer service as well.
Motivation cannot be improved because of one single factor. There are whole lot of factors viz, recruitment, training, career planning, remuneration, leadership skills of managers etc.
Raise staff's motivation level first. Else any efforts to raise the level of customer service in isolation will tantamount to flogging dead horse!
Dinesh V Divekar
Management Training Consultant
Bangalore - 560094
Limit of your words is limit of your world.
I thank you all for your valuable comments and idea. Our company is one of the Europe largest fashion retailer and one most successful apparel brands in India since they have ventured into Indian market. But one of my concerned is that our staff has so much negative and less motivated about the job and at the same time about the management.
We always talk about to provide a better customer service and vice versa… but in reality our staff is not actually implementing it in the floor though they know it. When I approach and talk to them personally they are not so happy with the management. The company doesn’t trust their greatest asset” the employee”. As a supervisor sometimes really having a tough time to built a rapport with them and become a mediator between the staff and higher authority.
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