Employees Lack Tools To Generate Good Customer Service

Eighty per cent of the world’s workforce is desk-less with retail associates representing 17.3 million workers, says Jordan Ekers, chief operating officer at Nudge, at the ‘Acing the Great Return’ webinar hosted by the Retail Council of Canada. However, less than 50 per cent of frontline employees feel their employers are supporting them with the tools required to deliver a positive customer experience. He says the biggest challenges facing the retail industry today include a high customer turnover rate, learning what locations bring in revenue at this time, customers choosing to shop based on how brands treat employees, and lack of effective communication tools in the workplace.