ENHANCED CUSTOMER SERVICE
A user such as a customer or store employee uses a service finding node to generate a request for information related to a desired service. The request is made on an input device such as a touch sensitive panel. The service finding node sends the request to an information source such as a monitor program executing on a store controller. In response, the requested information is transmitted to the service finding node and is presented to the user via an output device such as a display. In one embodiment the presented information is displayed on a map and includes location, distance, and status information as well as directions to one or more customer service nodes providing the desired service. In a second embodiment, the presented information includes directions to an active, operational, and staffed checkout station.
1 . A method for providing information relating to customer service, the method comprising:
monitoring a status of each of a plurality of customer service nodes, each customer service node having a fixed physical location and providing a customer with one or more services at the physical location, and about which a customer seeks information;
receiving a request from a customer, the request received at a service finding node, the service finding node mounted at a fixed location, the request comprising a request for status information pertaining to a service provided at at least one of the plurality of customer service nodes;
transmitting the request from the service finding node;
receiving, at the service finding node, status information in response to the request, the status information comprising status of a service provided at a customer service node of the plurality of customer service nodes; and
providing the received status information to the customer, the service finding node providing the received status information to the customer.
2 . The method of claim 1 , wherein the received status information provided to the customer comprises an indication of availability of the customer service node to provide the service to the customer.
3 . The method of claim 2 , wherein the customer service node comprises a point of sale (“POS”) station and wherein the indication of availability comprises an indication that the POS station is available for checkout.
4 . The method of claim 1 , wherein providing the received status information comprises displaying a map directing the customer to the customer service node.
5 . The method of claim 1 , wherein providing the received status information comprises presenting the status information audibly.
6 . The method of claim 1 , wherein providing the received status information comprises presenting the status information in a text format.
7 . The method of claim 1 , wherein monitoring a status of each of a plurality of customer service nodes is by way of a store controller in communication with the service finding node and the plurality of customer service nodes.
8 . The method of claim 1 , wherein the service finding node communicates wirelessly with one or more of a store controller and a customer service node.
9 . The method of claim 1 , wherein the service finding node is located remote from the one or more customer service nodes corresponding to the status information received at the service finding node.
10 . The method of claim 1 , wherein the service finding node and the plurality of customer service nodes are associated with a retail store.
11 . The method of claim 1 , wherein the service finding node comprises an electronic display.
12 . The method of claim 1 , wherein the request for status information is accompanied by an identification mark and further comprising utilizing the identification mark to determine which of a plurality of service finding nodes to provide the status information to.
13 . An apparatus for providing information relating to customer service, the apparatus comprising:
means for monitoring a status of each of a plurality of customer service nodes, each customer service node having a fixed physical location and providing a customer with one or more services at the physical location, and about which a customer seeks information;
means for receiving a request from a customer, the request received at a service finding node, the service finding node mounted at a fixed location, the request comprising a request for status information pertaining to a service provided at at least one of the plurality of customer service nodes;
means for transmitting the request from the service finding node;
means for receiving, at the service finding node, status information in response to the request, the status information comprising status of a service provided at a customer service node of the plurality of customer service nodes; and
means for providing the received status information to the customer by way of the service finding node.
14 . The apparatus of claim 13 , wherein the means for presenting the received status information to the customer comprises displaying a map to the customer.
15 . The apparatus of claim 13 , wherein the means for presenting the received status information to the customer comprises providing audible status information to the customer.
16 . The apparatus of claim 13 , wherein the means for presenting the received status information to the customer comprises providing status information to the customer in text form.
17 . The apparatus of claim 13 , wherein the means for monitoring a status of each of the plurality of customer service nodes comprises using a monitor program.
18 . The apparatus of claim 13 , wherein the means for transmitting the request from the service finding node and means for receiving, at the service finding node, status information comprises a computer network.
19 . The apparatus of claim 13 , wherein the means for providing the received status information to the customer by way of the service finding node comprises an electronic display.
20 . The apparatus of claim 13 , wherein the means for receiving a request from a customer comprises an input device.