Posted by Dale Buss on April 12, 2011 02:00 PM
Probably no one at service-minded Nordstrom is shaking in their boots—yet. But Macy’s, one of the nation’s largest department-store chains, insists that it’s getting serious about treating customers with care. The chain is rolling out its new training program, called Magic Selling, to all 130,000 of its associates.
The pressing need for CPR on the customer experience at Macy’s stores was not exactly an industry secret. Forty-eight percent of Macy’s customer complaints are focused on interactions with sales associates, according to The Wall Street Journal. The Great Recession likely exacerbated trends toward disgruntlement and under-qualification; and Macy’s big 2005 merger with May Department Stores probably didn’t help either.Continue reading...