Finyear, the Financial Year Daily Journal / Le quotidien de l'exercice financier



Three Ingredients To Effective Customer Service

I recently visited a local retailer to purchase a new jacket, however unfortunately my size was not in stock. The clerk (after making several calls to someone else in the store) reluctantly offered me a rain cheque. I thanked her and decided to visit in a week when new stock was to arrive. After my next visit I asked someone at another service desk (same store) if they could just order my size and be done with it. The clerk responded “Head office does all of the ordering.”

Shawn Casemore
Shawn Casemore
Huh? Having worked with numerous retailers I can tell you that statement doesn’t hold water. Now my interest was peaked.

Next I called the head office and spoke with the inventory manager who was quite helpful when I explained the situation and promised to rectify the situation by having new stock of my size sent to the local store. Fast forward two weeks and no call from the store. I called the friendly gentlemen at the head office and asked if he had any luck, he said “Well, I emailed another store and told them to send your size to your local store if they had it. I suppose if it hasn’t shown up, they don’t have it.”

Wow, great customer service! A lack of customer care and attention at both the regional store and head-office.

The bigger issue here is that business success is directly related to customer satisfaction, and customer satisfaction starts with listening to customer needs, empowering employees to take action with customer concerns, and instilling a culture of action in employees.

The more important question is, how are your employees or staff dealing with customers? To build satisfied customers (those that pay and return for more!), determine the extent to which the three elements above are engrained in your staff. You might be surprised at what you find.

Shawn Casemore, President, Casemore and Co.

Three Ingredients To Effective Customer Service

Mardi 18 Décembre 2012

Nouveau commentaire :

Articles and press releases are provided as is and have not been edited or checked for accuracy.
Any queries should be directed to the company issuing the press release or to the author issuing the article.
If you have a question for the author, or would like to comment on this article, use the box above. Your comment will be moderated before publication.
Your comment or question will appear below and the author or Finyear editor will be able to respond. Please note that your name will appear next to your comment (not your email).
Finyear does not offer financial advice of any kind and the opinions of authors are not necessarily those of Finyear.
By posting your comment, you agree to our acceptable use policy. If you read anything here that you consider inappropriate or offensive, please contact the adress : contact (at)
Finyear: Daily News & Best Practices for the Finance Executives (CFO, Treasurer, Controller, Credit manager, accountant, financial executive, etc...).

The Financial Year by Finyear. Copyright Finyear 2007-2013. You may share using our article tools.
Please don't cut articles from and redistribute by email or post to the web without permission: contact (at)

Les articles et les communiqués de presse sont fournis tels quels et n'ont pas été modifiés ou vérifiés.
Toute demande de renseignement doit être adressée à la société émettrice du communiqué de presse ou à l'auteur de l'article.
Si vous avez une question pour l'auteur, ou si vous désirez commenter cet article, utilisez la boîte ci-dessus. Votre commentaire sera modéré avant publication.
Votre commentaire ou question ci-dessous apparaîtra et l'auteur ou l'éditeur Finyear sera en mesure de répondre.
Veuillez noter, s'il vous plaît, que votre nom apparaîtra à côté de votre commentaire (pas votre adresse email).
Finyear n'offre pas de conseils financiers de quelque nature que ce soit et les opinions des auteurs ne sont pas nécessairement celles de Finyear.
En postant votre commentaire, vous acceptez notre politique d'utilisation et nos mentions légales.
Si vous lisez quelque chose ici que vous considérez inapproprié ou offensant, s'il vous plaît contacter l'adresse: contact (at)
Finyear: actus quotidiennes et meilleures pratiques pour les cadres financiers (CFO, trésorier, contrôleur, gestionnaire de crédit, comptable, cadre financier, etc ..).

The Financial Year by Finyear. Copyright Finyear 2007-2013. Vous devez utiliser nos outils de partage situés sur les articles.
SVP ne coupez-pas les articles issus de, ne les reroutez-pas par message sur le web sans autorisation : contact (at)

Les derniers articles publiés sur Finyear

Lettres Finyear


Magazine n°33

FY Research

Livres Blancs

  1 2 3 4 5 6
7 8 9 10 11 12 13
14 15 16 17 18 19 20
21 22 23 24 25 26 27
28 29 30