Monday, September 8, 2008

Microsoft’s Plan for In-Store Customer Service Reps

The Associated Press reports that Microsoft Corp. is planning to deploy its own customer service reps at several retail locations like Best Buy and Circuit City to aid customers in purchasing PCs.

Microsoft is going to have 155 Microsoft gurus that will answer questions about Microsoft products and PCs, as well as give demos of how the company’s products work together. Tom Pilla, Microsoft's general manager of corporate communications mentions: "Think of that as borrowing a page from Nordstrom with that retail customer experience." Microsoft seems to be following suit from this store chain that is known for their customer service.

Unlike Apple’s “Genius Bars”, Microsoft’s reps will not offer technical support on already purchased products. Will this be something Microsoft will look to provide in the future to compete with Apple? Giving customers detail information about products before the purchase can ultimately influence their buying decision and satisfaction. It will be interesting to see when other companies will follow suit.

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