Delivering consistently great customer service is hard. Otherwise, we would not have nearly as many books, courses, articles, or businesses built on how to provide better customer service.

You may wonder how coaching and customer service may go together outside the tradition thought of a manager coaching an employee on providing service to a customer. But, the two have more in common than one might suspect.

What do you know about your customers? This is a question that all companies ask themselves, and likely try to answer on a regular basis.

Most retailers use some type of customer satisfaction survey to help gain an understanding of their customer’s thoughts about their shopping experience.

Creating an outstanding customer experience should be the goal of every retail leader. Over the past decade, voice of the customer type surveys have continued to gain in popularity. I would wager that nearly every major retailer has some level of customer satisfaction measure within their business.