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Guest Series Part 2: Staffing To Maximize Customer Satisfaction
By Jeff Bulger, Industry Expert - Retail, RedPrairie
This four-part series discusses four basic principles that can produce loyalty-inspiring customer service. In the first installment, we established a direct relationship between customer satisfaction and the knowledge base of the store associate. The more accurate and timely information is available to the employee without leaving the sales floor, the more valued and satisfied a customer will feel and the more likely they will regard the store and brand with the loyalty desired.
This second installment focuses on optimizing staffing of store associates to maximize customer service while minimizing costs. The current economic forces weighing upon retailers make the use and scheduling of associates more critical than ever before. However, reducing employee hours or even reducing the number of employees per shift seems to be mutually exclusive to serving customer needs. After all, the work within the store still needs to be accomplished, right? How do you provide stellar customer service when your employees don't have enough time to spend with your customers?
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