Quote:
Originally Posted by jswinden
B&M bookstores are usually pretty good about customer service and helpful in finding what you are looking for, unlike a Best Buy or Walmart. It is surprising that B&N didn't apply that customer service approach from their B&M bookstores to their etail store. When companies have such terrible CS, I think they deserve to go belly up.
|
I think the difference is that for the stores, B&N hired retail management. Retail management understands customer service.
For the eStore, they hired call centre management. Call centre management is all about getting people off the phone as quickly as possible.