| Home Depot remodels in-store service with Indyme Callboxes |
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As seen in retailingtoday.com Customer service improves with Indyme callbox implementation. Call Boxes are Home Depot's lastest departmental, customer service innovation. For years, Home Depot has been burndered with a reputation for subpar customer service, but the home improvement retailer is now working on several fronts to give shoppers a better overall shopping experience. The Call Boxes are one new outgrowth of Home Depot’s admission that it needs to improve customer service after years of being ranked at the bottom of the CEO Frank Blake even made it one of his top priorities when he took the reins at Home Depot in 2007. During its most recent conference call, Home Depot EVP of US stores, Paul Raines, said the chain, “is focused on in-store execution and improving customer service.” He said Home Depot is testing in-store concepts like the Call Box on a regional basis then rolling out the ideas that work “at a high rate of speed. In this environment, moving with velocity to transform our stores and better service customers is vital.” He also said that Home Depot is also putting more employees out in front of customers. “One of our main initiatives is more aprons on the floor,” said Raines, adding that, “our goal in 2008 is to reallocate $180 million to add more sales hours to our stores.” The company also is rewarding associates with cash rewards to complete courses that improve their knowledge of the departments they work in, as well as adjacent departments. Call Boxes work! |
