Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service,
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The Australasian approach to customer service often falls short, with many staff viewing customer service roles as just a job, not a career. Comparisons to the U.S. frequently highlight better service, particularly in tipping-based environments, where employees rely on exceptional service to boost their income. In my
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Maintaining a great customer service culture is certainly challenging, as it requires hiring the right people, great induction training and ongoing follow up on a regular basis. These challenges often mean many businesses just settle for mediocrity. A robust service culture also requires a continuous commitment to
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To me, the key to successful retailing is when your frontline team and leaders are all working together in harmony. This collaboration is so powerful and generates a massive positive feeling for customers, who can sense the harmony in the store. I’ve experienced this a few times
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Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching,
Read more →
In my experience, most retailers are falling short in providing consistent and exceptional customer service. Instead, I consistently see many team members going through the motions, disengaged from connecting with customers and solely focused on completing transactions as quickly as possible. This type of interaction fails to
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As we all know, the way our customers buy is forever changing as technology becomes more and more into play for traditional bricks and mortar retailing. Huge money is being invested into making stores look amazing so customers are wowed when they first walk in. Anything that
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We’ve all been there before: something about the service we received wasn’t quite up to par, and we think it’s only fair to let the team member know. We hope that they’ll take our feedback well, apologise for any inconvenience caused, and thank us for bringing it
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Customer service in Australia has been a topic of concern from my point of view for many years. Even with the influx of big overseas retailers, the overall level of service that I receive is at best average. Yes, there are some stand outs occasionally, but too
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A key challenge facing all retailers is ensuring consistency in customer service across all customer touchpoints. With multiple team members interacting with customers, it is difficult to ensure that every customer receives the same high level of service. Without a service standard (or promise) that is focussed
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