不过,大多数的零售问题还是通过电话解决的。Hudson's Bay位于宾夕法尼亚威尔克斯-巴里(Wilkes-Barre)的客服中心负责处理Lord & Taylor及Hudson's Bay在加拿大的连锁商场的问询电话,通常每个月会接到50,000个电话。该中心的总监莉萨・富勒(Lisa Fuller)称,这个数字在12月份会增加两倍。
New employees, including 140 seasonal hires go through a two-week training program focused on diffusing anger and empathy. 'My grandmother used to say, 'It takes two people to argue,'' Ms. Fuller tells employees.
该客服中心的新职员,包括140名季节性临时员工会接受为期两周的培训,培训内容以化解顾客的怒气及培养同理心为主。富勒对员工们说:“我的祖母过去常常告诉我,‘一个巴掌拍不响。’”
Last month, a man called about his effort to buy a hat on Lord & Taylor's website. Each time he tried, the system cancelled the transaction. (Lord & Taylor and Saks shared customer complaints with The Wall Street Journal with the agreement that no customer information would be disclosed.)
在11月份,一名男子打来电话投诉他在Lord & Taylor网站上买帽子时遇到的麻烦。每次他尝试下单时,系统就会取消交易。(Lord & Taylor及萨克斯百货与《华尔街日报》(The Wall Street Journal)协定可公开顾客的投诉,但不会透露顾客的个人信息。)
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