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Press release from CNW Group

Sears Canada Launches Renewed Customer Service Promise

Friday, May 04, 2012

Sears Canada Launches Renewed Customer Service Promise09:00 EDT Friday, May 04, 2012Come feel the differenceTORONTO, May 4, 2012 /CNW/ - Sears Canada is launching a renewed promise to provide shoppers with exceptional customer service.  This week, Sears associates across the country will sign a new customer service pledge, and commit to do their best, to do what is best for Sears customers, everyday."At Sears, we are serious about creating lifelong relationships built on trust and this initiative is a reflection of that," said Calvin McDonald, President and CEO, Sears Canada Inc.  "Every one of our associates is making a promise to commit every day to ensuring that our customers feel welcomed and appreciated each and every time they shop with us. Our aim is to make the Sears shopping experience as simple and easy as possible for busy Canadians."As part of this commitment, the Company is launching a 'Hassle-Free' return policy that includes a satisfaction guarantee with every purchase:  If not completely satisfied, customers can now exchange or return almost all products within 30 days - or 90 days if they use their Sears card.  Customers may visit or ask a store associate for more details.Customers are also being invited to join the Sears Shop Talk customer service panel, a new online forum where Sears customers can share feedback:"Improving service at Sears is an ongoing journey.  To help us along the way, we want to hear from customers on how we are doing," added Mr. McDonald.  "We will reach out to panel members regularly to find out what they liked about their recent Sears experiences, and where they think we need to improve."Sears commitment to customer service is reflected in its drive during April to provide over 100,000 training hours to associates in stores, customer support centres and other service areas to engage them fully in Sears new customer friendly initiatives.  Sears has established a new customer Promise and is relaunching its Gold Badge Program which recognizes achievement of customer satisfaction at the store level across the country.  Stores that achieve target customer satisfaction levels will be rewarded with gold name badges for all associates to wear for the year following the achievement. Customers who visit a store where all associates are wearing gold badges will know that they are in a store where scores exceeded targets.These customer service enhancements are just part of a series of significant changes Sears is making under its broader transformation and commitment to provide fashionable and innovative products by delivering value and putting customers first.Sears Canada is a multi-channel retailer with a network that includes 196 corporate stores, 285 hometown dealer stores, 30 home services showrooms, over 1,700 catalogue merchandise pick-up locations, 108 Sears Travel offices and a nationwide home maintenance, repair, and installation network. The Company also publishes Canada's most extensive general merchandise catalogue and offers shopping online at further information: Contact for Media: Vincent Power Sears Canada, Corporate Communications (416) 941-4422