Customerservice

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Customerservice

  1. 1. CUSTOMER SERVICEThere is only one boss. The customer. And he canfire everybody, by spending his money somewhereelse.- Sam Walton
  2. 2. AGENDA Customer Service - Definitions Role of Customer service in retail Customer Relationship Management  Loyalty Programs  Customer Friendly Policies  Trained Employees/Sales Staff Service breakdown Tasks can wait , customers won’t Conclusion
  3. 3. CUSTOMER SERVICE ???Customer service is often seen as an activity,performance measurement and a philosophy. That iswhy, generally speaking, one single customer servicedefinition doesnot exist…
  4. 4. ROLE OF CUSTOMER SERVICE IN RETAIL 13% not happy with the product lines 9% have no reason 69% leaves because of poor customer service 10% says they get better service some where else
  5. 5. CUSTOMER RELATIONSHIP MANAGEMENT Loyalty programs Customer friendly policies Trained employees / Sales staff
  6. 6. LOYALTY PROGRAMS Loyalty Cards / Membership Cards Smart rewards Ongoing communication Feel good factor
  7. 7. PEOPLE – THE MOST IMPORTANT STRATEGICADVANTAGE Put best practices of the top sales associates for everybody to follow. Communicate effectively with customers Effective listening Caring for customers; empathizing and helping Product knowledge Working with team members Presentation skills
  8. 8. SERVICE BREAKDOWNService breakdowns occur wheneverany product or service fail to meet thecustomer’s expectations
  9. 9. TASKS CAN WAIT , CUSTOMERS WON’T Failing to understand the curve in terms of current happenings in the industry , markets as customers are constantly changing Failing to build rapport with the customers Not differentiating the product / service / store / company enough to create additional value in the mind of customer Selling too fast , trying to close before the customer is ready to buy
  10. 10. PAYCHECK IS ULTIMATELYPAID BY THE PURCHASINGCUSTOMERS

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