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  • Business, Retail and Customer Service Experience expert Doug Fleener is president and managing partner of Sixth Star Consulting, a consulting firm in Lexington, MA.

    As the former director of retail for Bose Corporation and an independent retailer himself, Doug has the unique experience and ability to help companies of all sizes.


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January 25, 2008


Customer Service is almost dead. The fact is that most stores are not training their floor staff to be real sales people. There are only a handful of stores that I can think of that offer quality customer service. Old Navy often has floor sales people that offer help. Many other stores just have enough bodies on the floor to keep the store neat and sometimes they don't even do that.

I say we get back to basics. Train sales staff to care about their sales - perhaps employee incentive programs will light a fire under the under achievers.

I love my dry cleaner because he provides superior customer service - I drive 1 and 1/2 miles out of town to patronage his business. Now that is brand loyalty.

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