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A Case in Point
Mercantile Stores University
(now owned by Dillards Department Stores)

"At long last, a program that gives due credit and respect to one of the most difficult jobs around—satisfying customers! Our front-line Associates, like customer contact personnel everywhere, have been given fundamental skills, the "basics". Yet time and time again, we learn that those basics are simply not enough.

In the past few months, we have introduced Situational Service training to Sales Associates, Customer Service Representatives in our Credit Center and to Personal Shoppers. The response has been so positive, I wanted to share a few of their words of feedback:

"More than helpful, truly exceptional!" "It makes me feel valued by Mercantile to participate in this class . . ." "This type of class makes an Associate feel good about themselves, and their company!" "Now I have a logical structure to the way I approach my customers . . ."

Situational Service has opened our Associates' eyes to the importance of first identifying and understanding their customers' needs, and then drawing on their skills and experience to most appropriately respond. Customer service isn't deciding what to do to someone, rather how to react to their expressed needs. Situational Service has given us a vehicle to communicate that message, and has given our Associates a realistic tool to make it happen."

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