Customer service works at Best Buy.(From the Editor)(Company Profile)

Powersports Business, August, 2004 by Delmont, Joe

Best Buy is one of the largest consumer sales operations in the country, and it might be worthwhile listening to what they have to say about customer service.

A few numbers to set the benchmark: Best Buy employs 100,000 people, operates 608 Best Buy stores in the U.S. and last year earned $800 million on sales of $24.5 billion. It serves more than 300 million customers annually.

Best Buy started as a small audio component store in 1966, and it wasn't always known for great customer service. In 1989, the company changed its retail format and began placing all inventory on the sales floor and using non-commissioned sales people who specialized in different product categories.

On paper, the plan looked fine, but it was only as good as the...