Enhanced customer service apparatus, method, and system

• US 20040199426A1
• Filed: 04/04/2003
• Published: 10/07/2004
• Est. Priority Date: 04/04/2003
• Status: Abandoned Application

• Current Assignee: Toshiba Global Commerce Solutions Holdings Corporation (Toshiba Corporation)
• Original Assignee: International Business Machines Corporation
• Inventors: Prorock, Thomas Joseph
• Application Number:
  US10/407,558
• Publication Number:
  US 20040199426A1
• Time in Patent Office: Days
• US Class Current: 705/16
• CPC Class Codes: G06Q 20/20 Point-of-sale [POS] network systems
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

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.

Claims

1. An apparatus for providing information relating to customer service, the apparatus comprising:

a service finding node configured to communicate with a customer;

a plurality of customer service nodes; and

an information source configured to provide information pertaining to a service of a customer service node of the plurality of customer service nodes to the service finding node for communication to the customer.

2. The apparatus of claim 1, wherein the information source is selected from the group consisting of a monitor program, a status file, a customer service node, a point-of-sale terminal, and a store controller.

3. The apparatus of claim 1, further comprising a store controller configured to communicate with point-of-sale terminals located at the plurality of customer service nodes.

4. The apparatus of claim 1, wherein the service finding node comprises a point-of-sale terminal.

5. The apparatus of claim 1, wherein the service finding node comprises electronic signage.

6. The apparatus of claim 1, wherein the service finding node comprises a visual display.

7. The apparatus of claim 1, wherein the service finding node comprises a speaker.

8. The apparatus of claim 1, wherein the service finding node comprises a computer terminal.

9. The apparatus of claim 1, wherein the service finding node comprises an electronic kiosk.

10. The apparatus of claim 1, wherein the service finding node comprises an automated teller machine.

11. The apparatus of claim 1, wherein the service finding node comprises a portable shopping device.

12. The apparatus of claim 1, wherein the portable shopping device is selected from the group consisting of a PDA, a cell phone, and a tablet computer.

13. The apparatus of claim 1, wherein a customer service node of the plurality of customer service nodes comprises a point-of-sale terminal.

14. The apparatus of claim 1, wherein a customer service node of the plurality of customer service nodes is selected from the group consisting of a return counter, a pickup counter, a customer service counter, a checkout counter, and a restroom.

15. The apparatus of claim 1 wherein a customer service node of the plurality of customer service nodes comprises a portable device.

16. The apparatus of claim 1, wherein a customer service node of the plurality of customer service nodes is selected from the group consisting of a wood cutting service, a glass cutting service, a blind cutting service, a key duplication service, a photo department, an eye exam department, a restaurant, a snack bar, a floral department, a personnel locating service, a banking service, and a layaway counter.

17. A method for providing information relating to customer service, the method comprising:

monitoring a customer service node;

receiving a request for information from a service finding node; and

providing information pertaining to a service of the customer service node to the service finding node.

18. The method of claim 17, further comprising presenting the information to a user.

19. The method of claim 18, wherein presenting the information comprises displaying a map.

20. The method of claim 18, wherein presenting the information comprises presenting the information audibly.

21. The method of claim 18, wherein presenting the information comprises presenting the information in text format.

22. The method of claim 17, further comprising monitoring the status of a customer service node.

23. The method of claim 17, further comprising maintaining an updated status file pertaining to the customer service node.

24. The method of claim 17, wherein the request for 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 information to.

25. An apparatus for providing information relating to customer service, the apparatus comprising:

a service selector configured to enable selection of a desired service;

a controller configured to retrieve information regarding the desired service; and

a display configured to display the retrieved information.

26. An apparatus for providing information relating to customer service, the apparatus comprising:

means for monitoring a customer service node;

means for receiving a request for information from a service finding node;

means for providing information pertaining to a service of the customer service node to the service finding node;

means for presenting the information to a user.

27. The apparatus of claim 26, wherein the means for presenting the information comprises means for displaying a map to the customer.

28. The apparatus of claim 26, wherein the means for presenting the information comprises means for providing audible information to the customer.

29. A system for providing information relating to customer service, the system comprising:

a service finding node configured to communicate with a customer;

a customer service node;

at least one information source configured to provide information pertaining to a service of the customer service node to the service finding node; and

a store controller configured to communicate with a POS terminal located at the customer service node for communication to the customer.

30. A computer readable storage medium comprising computer readable program code for providing information relating to customer service, the program code configured to:

monitor a customer service node;

receive a request for information from a service finding node; and

provide information pertaining to the customer service node to the service finding node.