Tag Archives: Customer service

The best retail strategies can work in any space While the contours of the retail world are in a flux around the world, there is still a very strong case for retail shops meeting a deep instinctual need in people. In his stunning book called The Future of the Mind, Michio Kaku, the physicist and […]

There is no fixed strategy to handling any of them apart from an innate instinct As we alighted from the taxi, the driver smiled and said, “Sorry sir, I hope I did not speak too much. Actually, not many customers like to talk.” It had been a longish drive and my wife and I were […]

More often than not, retailers fail when staff fail to buy into what they stand for. “This is a great offer, and it is really fair,” he said. The person facing him replied, “It certainly does not look fair to me and if only you see it that way, it surely cannot be.” The once […]

So much is lost when retailers put on personnel with minimal product understanding. In a recent column, I had spoken of the importance of the in-store experience and how critical the right kind of sales people is for success. Once we have the team we require, what next? Can we just place them on the […]

While the UAE is fast adopting the systems and methods of advanced economies, one area where there seems to be a real lag is in customer service.  And this seems to be a problem across sectors, which makes one wonder, is there something lacking in the management culture here? I will give some very simple […]