Customer Service In Retail

Customer Service Rajnish Kumar

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Customer Touch Points Wherever the customer comes in either Physical or mental contact with the store Can be termed as a customer touch point. The customer touch points are key in defining as well as sustaining the relationship between the retailer and its customers. They can create a ‘WOW’ and bring them back again and again or can sometimes be the single biggest factor is chasing away clients to competitors. The ‘touch points’ are thus the single most important factor in customer service. The multiplicity as well the sensitivity involved keeps retailers challenged at all times and a superior customer service invariably involves great customer experience within and outside the store. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Complaints -Clear guidelines - Courteous ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Merchandise -No Stock outs - Well organized ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Talkers -Price -Promo -Size ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Security - Courteous -Professional - Trained ,[object Object],[object Object],[object Object],[object Object]

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The Service Profit Chain Profitability and Growth Loyalty Customer Satisfaction External Service Value Retention + Productivity Employee Satisfaction Internal Service Quality

Store Associates … ,[object Object],[object Object],[object Object],[object Object]

Customer Service In Retail

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Customer Service In Retail