Home

Welcome to my blog, Customer Service and Civility. I am Roman Schreiner, a senior retail professional with 30+ years of experience in all areas of retail operations for several national best in class brands. I started a blog dedicated to customer service because it has always been something I have been passionate about, both as business person and equally important as a customer. I think many would agree that so much of the service we receive today is either indifferent at best or just plain bad.  This is puzzling in a retail environment that is getting tougher and tougher each passing day, with many retailers just trying to keep their heads above water. While I will be speaking mostly to and about traditional bricks-and-mortar retailers, the basic principles and tactics for delivering good customer service apply equally well to any service provider and even e-commerce.

If it is not a corporate giant announcing they are opening new competition down the block, e-commerce continues its march to gobble up an ever bigger and bigger share of consumers’ dollars. As a keen observer and evaluator of customer service and retailing in general, I have noticed that the retailers that really stand out are the ones that offer a unique and compelling experience, whether a national chain or a small business, which includes some personal and humanizing element. They make their customers feel welcome, comfortable and appreciated. A myriad of factors go into creating a great customer experience and while not easy to achieve and maintain, outstanding customer service can give a business a distinguishing and unbeatable edge.

The subtitle of the blog ‘Civility in the 21st Century’ is a slightly tongue-in-cheek allusion to the fact that I am convinced that the indifferent and often just plain bad customer service that is so prevalent these days is related to what many see as the overall decline of common courtesy and civility in the world around us. I will endeavor to articulate a clear strategy with actionable tactics to create a customer-focused and employee-centric environment that will help to set your organization a part from all others.

To learn more about me check out my LinkedIn profile at:  https://www.linkedin.com/in/romanschreiner/

I would love to hear from you, comments and submissions are always welcome!

Roman Schreiner

August 2017