Remember yesterday when I talked about how knowledge is important when you work in customer service? Well, today I came across this article over at Knowledge at Wharton…A 17 month study was conducted in a large retail store where it was discovered that customer’s satisfaction is not just based on the availability of a product - employees’ knowledge about the store and products are taken into account as well. 
For those of us who have been writing and studying customer service, this is a big “Duh”, but for retail executives who don’t have a clue, well, now they have research to also consider. Executives may also be surprised to discover that by simply increasing payroll by $1 at a store can increase sales by $4-$28 (according to the study).
Read the article: Out of Stock? It Might Be Your Employee Payroll -- Not Your Supply Chain -- That‘s to Blame…
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