Retail giant Kohl’s recently announced plans to ramp up its customer service with the addition of a new service center in Dallas, bringing their total number of service centers to three. The company already boasts a center in San Antonio, Texas, and another in Menomonee Falls, Wisconsin. The new service center will add customer service representatives to the company’s payroll and expand service offerings to customers.
New Service Center Coming
The new customer service center, which will be located on Waterview Parkway in Dallas, will span two three-story buildings and include 240,000 square feet of space, providing ample room for a full customer service network. The new center will employ 300 service representatives, who will primarily be assisting customers with Kohl’s charge cards and those shopping online at Kohls.com. The online shopping option has seen growth of more than 40% annually over the past three years, reflecting a need for additional service options for this channel.
The announcement follows the recent release of the 2013 Temkin Experience Ratings, which placed Kohl’s in the 64th spot with a customer satisfaction rating of 73%. The Temkin Experience Ratings come out annually, and are based on customer experiences at 246 companies representing 19 industries across the United States. More than 10,000 consumers are surveyed to compile the results. The 64th ranking for the retailer marks a three-point jump from 2012.
Slow Start but Picking Up
During the early months of 2013, Kohl’s suffered soft sales, but business picked up for the company beginning in April. The company attributed the slow sales to a variety of factors, including ineffective marketing strategies and improper pricing. Although service wasn’t cited as a factor, the company has wisely determined that ramping up service level is never bad for business.
In a press release from the company, Kohl’s chairman, president and CEO Kevin Mansell stated, “Exceptional customer service has always been a priority for Kohl’s. The addition of our new facility and associates will ensure Kohl’s continues to deliver a seamless, positive shopping experience for all of our customers.”
This is not the only corporate presence for Kohl’s in the state of Texas. In addition to the service center in San Antonio, the company features a distribution center in Corsicana, Texas, and an e-commerce fulfillment center in DeSoto. The company also boasts 85 Kohl’s retail stores throughout the state. The company is hoping to raise their presence in the large state with the addition of this customer service center.
Opening in 2014
The new customer service center is scheduled to open in late spring, 2014. The company will begin hiring 300 representatives to staff the center at the initial opening. However, plans include expansion of the center to 1,500 employees within the next few years.
Kohl’s is a company that has demonstrated a commitment to customer service since it first opened. The company currently operates 1,155 stores in 49 states across the country. The company understands the link between effective service and obligation to environmental and community matters as well. This latest customer service center is just the latest effort by the company to bring a customer friendly experience to the general retail market.