June 27, 2019
The New Look of Customer Service
Today’s world of retail sales is one in which brick-and-mortar locations are in a constant battle against the instant gratification of internet sales. That “Buy Now” button is a powerful thing, and clicking on it very often results in satisfaction … but every one of you reading this also has had an online shopping experience that left you empty. The product was made of far cheaper materials than what you expected. The size wasn’t close to what was advertised. It showed up damaged — or not at all. There’s no one to talk to about it, just an exhausting stream of back-and-forth emails that hold only scant promise of remedy.
This is where your physical store wins. Or at least where it should be winning, because even if you have a productive online sales presence as many FFLs today do, it’s the in-store experience that’s critical to winning customers and their loyal buying practices.
That in-store experience centers around an extraordinary level of customer service delivered on all fronts by you and your staff. How you achieve that is the subject of the session “Elevating Your Business Customer Service Practice” taking place during NSSF’s 2019 Range-Retailer Business Expo. Delivered by retail strategy and design expert Hank Yacek, this session provides an inside look at buyer trends, behaviors and expectations. Yacek will detail a number of retailers who’ve taken that information and used it to ensure their stores are the go-to resource for their customers. Primarily geared toward retailers, managers and range owners with physical locations, customer service best practices are, of course, critical to such service-oriented businesses.
Date/Time: Monday Aug. 19, 9:45-10:30 a.m.