C  U  S  T  O  M  E  R    S  E  R  V  I  C  E

"We challenge ourselves every day to be more important to our customer – and to show our appreciation. That’s why customer compliments were up 69% last year."

                                                                    — MICHELE MANDELL - SENIOR VICE PRESIDENT, STORES

 

 

EVERY DECISION WE MAKE AT TALBOTS is evaluated in light of how it will affect our customer – from the residential design of our stores to the level of training we provide our associates. In fact, we’re so fanatical about serving our customers that we conducted 16 different research programs last year alone.

All of these programs enhance our understanding of our customer – and how to serve her better. The results can be seen everywhere. They’re in the "red line" phones that let retail customers call our catalog. They’re our return policy, which lets customers return merchandise via any Talbots channel. They’re in our strategically-located stores and updated store layouts that enable faster, easier shopping for time-pressed women.

And with the addition of live "e-chats" and the "myTalbots" personalization feature on our Web site, we’re bringing that same service focus to the Internet.

At Talbots, customer service is everyone’s job. That’s why our store associates participate in ongoing, intensive training, including our Fashion Classics magazine, which offers fashion news and tips for assisting customers. That’s also why our new catalog and Internet personal shoppers participate in a rigorous 90-day training program, including orientation, simulations, and mentoring.

We also believe in showing our appreciation to our customer in very visible ways – from the 100,000 holiday gifts and 225,000 greeting cards we send our best customers, to our Classic Awards program, which rewards Talbots Charge cardholders with merchandise credits for frequent purchases.