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Come Back to Big K

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The Big Kmart in the Northwest Plaza shopping center in Baltimore, MD has improved its customer service. In this store, customers can easily find themselves standing in long lines. At times, there would be one cashier and one register open with no urgency to open other registers. I would leave the store and go to a Wal-Mart several miles away. During my most recent visits to Big Kmart, store announcements were made inviting customers to take their merchandise to the jewelry and customer service counters to checkout. The electronics department’s sales associate, George, is very knowledgeable, friendly, patient, and eager to assist. George goes the extra mile to answer questions for customers embarking on technology for the very first time. When I asked George how he manages to stay so calm he said, “I want to treat customers the way I would like to be treated when I am a customer in a store”. Marcos, the store manager, can be seen interacting with customers. The associate working at the Customer Service counter appears to enjoy her job. She is very personable and an exemplary customer server. “Improving on customer service is a work in progress”, she said. Wal-Mart prices and merchandise varieties attracts customers to its stores. The Big Kmart store in the Northwest Plaza shopping center will attract more customers because of the customer driven service they provide. Once the word gets out that the Big Kmart store in the Northwest Plaza shopping center has improved on customer service, there will be a flow of return and repeat customers. As a result, more revenue will be produced and increase at the store. To locate a Kmart store near you or shop online visit: http://www.kmart.com/

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