Talbots Integrates Customer Service, LP Training

Apparel retailer Talbots uses outsourced education programs and awareness campaigns to keep employees engaged in its LP (loss prevention) efforts.

Talbots, a national retailer of apparel and accessories for women and men, operates a combined total of more than 1,350 stores, including 1,125 stores under the Talbots brand name and 239 stores under the J. Jill brand name (Talbots acquired J. Jill in 2006). The $2.2 billion, multichannel retailer employs a combined total of approximately 16,000 associates worldwide.

Providing its customers with exceptional service is one of Talbots' highest priorities. Sales associates receive in-depth training to become knowledgeable wardrobe consultants and are encouraged to provide friendly service without being overly aggressive. Catalog sales and customer service associates are available 24 hours a day, 364 days a year, not simply to take orders, but to answer questions and offer advice on everything from fit to how to accessorize.

At Talbots, however, "customer service" isn't limited to ensuring a great customer experience. According to Steve Ippolito, director of LP for Talbots, customer service is a key element of a successful and vigorous LP program. "When you're talking about customer service, LP is an essential tool, and vice versa," says Ippolito. "It's a dual responsibility for all our employees." For the past 20 years, Ippolito has been responsible for designing and executing the programs that communicate this message to the company's associates.