Keep Your Customer Service Sharp to Help Thwart Shoplifters

December 15, 2009

Shoplifting has always been a problem for retailers, but the current economic climate has pushed it to new heights. Not only have retailers cut down on hiring and minimized sales floor coverage, but economic pressures have compelled more individuals to shoplift. (Check out this interesting article about shoplifting from CNN Money.com.)

Providing excellent customer service is one way for retailers to fight back against shoplifting. Individuals who are greeted, offered assistance, and conversed with are less likely to shoplift, if for no other reason than they know associates are keeping track of them in the store.

Even with a limited budget, retailers should strive to train, test and coach their associates on service and selling basics to encourage “customers” to stay on the right side of the law. Mystery shopping is one way to easily gather performance feedback, which not only forms the basis for coaching opportunities, but also helps target training efforts.

Need another benefit to providing quality customer service besides decreasing shoplifting? You just might increase your sales!

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