I visited a retailer Century21 Department store in Manhattan. It is a discount store and was crowded with customers buying and some just looking around the store. Some merchandise shelves were all sold out. They arranged their merchandise according to brand name such as versace, Ralp Lauren, Hugo boss, Gucci, Calvin Klein, Timber Land and so on. The company lacks good customer service. For example, when i went there i asked an employee for a shirt, she was not willing to help instead she told me to ask somebody else. I tried to ask another employee but she told me that's not her section and that she is busy and can't help me. That left me wondering why they were hired in the first place. Theyhad good products with reasonable price but lacked good customer service.
The reason why it is so is due to fact that they sell their products cheaper than most retailers, since consumers like good deals they will still come back because of the discounts. In addition, most of their employees lack good communication and customer service skill. Also, they ask me if i was interested in applying for their credit card when i went to pay at the cash register.
They can improve by providing training and skill development. Conduct skills practice on the floor. All employees should strive to improve their skills each day. The company should identify those employees who are real experts in any given area and let them have the opportunity to share their knowledge. Furthermore, they should award employees who provide outstanding customer service to encourage them to put in their best, this will challege those who have not done well to better. if they improve their customer service, customers will always come back with their friends and family.
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