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Page 54 MAY 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

The Pearle Eyecare University programs are

highly regarded by its industry. In addition to

their training, Pearle has an extensive qualityassurance program.

Lenses must pass multiple

accuracy tests and checks before reaching the

customer. Pearle conducts field audits on a regular

basis, including

equipment inspections

and employee

evaluations. An extensive

list of company

quality and

customer service standards

must be met.

Pearle is the market share leader as well as the

quality leader in a highly competitive field.

One reason why is because they aggressively

market themselves. In addition to a successful advertising campaign, they have developed a

calendar of promotional offers to keep existing

customers and win new ones. They must employ

multiple marketing techniques, ranging

from two-for-one sales to up-selling. Their innovative Pearle

Express service is exactly what

Fast Freddie and Impatient Irene asked for!

And, their quality assurance professionalism is

soothing to the Cautious Carols and Poor Pauls

of this world.

An exemplary training program

they offer is called "The Profitable Art of

Service Recovery." This unique program

recognizes that mistakes can occur, and

provides a blueprint for point-of-encounter

employees to overcome the mistakes

and retain the customer.�

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