In last week's paper, I read about Home Depot's new initiative to put more employees out on the floor, in response to complaints that you can't get help when you need it. They are also putting in call boxes so that customers who need help can ask for it. This is great, and a step in the right direction.
What the article didn't mention was what type of training program are they committed to? Will those new staffers know the store and the merchandise, and have knowledge about building and home repair? Because Home Depot isn't just about being able to find what you need, it's about having someone explain how to fix the faucet, what parts you need, and, by the way, do you have the right wrench for the job?
We'll keep an eye on Home Depot. If you have a great experience there, notice more employees, or like or dislike the call boxes, post it here.
Technorati Tags: customer experience, customer service, Home Depot
