The customer service paradox

Ask most retailers and they will tell you that their customer service is exceptional.

But ask any customer and they will tell you that customer service levels in B&M stores is dreadful.

The fact of the matter is that they are both right.

Some stores provide outstanding customer service and some don't.

The challenge for B&M is that when customers are asked about customer service, they think of the whole retail sector and not specific shops.

The service that your neighbours provide is associated (in the customer's mind) with yours.

We have all received bad customer service but most of us do nothing about it - perhaps it's time to start demanding better - your own business might depend on it.