Cobs Bread Strives for Exceptional Customer Service
When I worked with Cobs Bread last year, marketing manager Michelle Duck shared with me one of the tools they created to help franchise owners educate staff about how to handle customers who redeem coupons at one of their bakeries. The educational video shows employees how to deal with receiving coupons in a warm and welcoming manner even if they have no idea where the coupon came from. This is a great way for Cobs to set the standard for their franchises, keep the Cobs Bread brand strong, and keep its customer service model in check.
I believe that employee training is the weak link for most small- to medium-sized retail operations when it comes to customer service and marketing. It starts with how the staff answers the phone to following up with customers after a purchase has been made. Right from the moment someone makes a phone call or sends an email, they have an interest in what you are promoting. This customer can either have a very positive initial experience or a very bad one.
Read the entire article “Why Marketing Fails in Retail”