9/4/2008 10:22:00 AM
Store makeover starts at Orange to improve customer care facilities
Orange is looking to boost the quality of customer service on offer in its stores by giving new and existing stores improved customer care facilities.
The operator will give 100 of its existing stores makeovers within the next year and has started implementing its plan to open 60 new outlets by the end of 2009.
The stores will emulate the look of Cardiff’s flagship city centre store (pictured), which is designed to offer customers a more interactive experience.
The outlets will contain private consultation areas for customers, with PCs and screens to connect customers to the information they need, as well as phones for calling customer services for free.
Orange has also started its trial which will bring new customer service hubs into shops so that staff can resolve customers’ phone or broadband problems in store.
The plans reflect CEO Tom Alexander’s commitment in June to improve Orange’s customer service reputation.
The operator revealed that the locations for new stores will include Edinburgh, Belfast and White City in London, and stores due to be revamped include Birmingham Bullring, Brighton and Derby.
Sian Doyle, director of retail at Orange, said: ‘We are already seeing the benefit our refurbishment programme has on customer sales and that is why it is fundamental that all our stores, new and old, reflect the needs of the 21st century customer.
’Combining this with the increase in our footprint means that Orange Retail stores will create an enjoyable shopping environment that offers the latest technology and highest standard of customer service for everyone to enjoy at their convenience.