Customer Service

1. Customer Service 5.3 Pages 123-126

2. Customer Service • Customer Service is an activity performed by the retailer to make it easier for a customer to select and purchase products and to increase the customer’s satisfaction after the transaction. • Customer Service occurs: • Before • During • After

3. Integrated Approach • Merchandise • Customers expect to find some specific items in your store. • If you do not carry specific items, or allow them to go out of stock, customers may go elsewhere. • Building Layout and Maintenance • A store that is clean and organized encourages customer satisfaction with the store’s merchandise. • Temperature, lighting, and the arrangement of merchandise fixtures. • Service desk, restrooms, waiting areas, and fitting rooms are also pluses.

4. Integrated Approach • Sales Promotions • Advertising should be informative and helpful to your customers. • Prices • Prices should be clearly marked and displayed. • Credit • Customers often use credit to help them make a costly purchase. While many stores have eliminated in-store credit, most will accept major credit cards.

5. Common Services • Convenient Hours • Food • Personal Shoppers

6. During the Transaction • Credit – The use of credit is not free for the customer or the retailer. Retailers pay a fee for the ability to use major credit cards in their stores. • Layaway – Similar to credit cards. Customers select an item and the retailer will hold that particular item until the customer pays that item in full.

7. During the Transaction • Checks • Sales Transaction • Quick transaction is vital in keeping customers coming back to your store. If the customer has to wait a long period of time, they may not have the patience to come back again.

8. After the Sale • Complaints • Returns • Repair & Service • Delivery