Customer Service

The retailer can develop long-term relationships with their customers by offering:

Financial benefits : rebate, freegift ,redemption

Social benefits : Herbalife create a family day for their agents and customer to appreciate them

3 basic task of customer service

1)Get consumers into the store

2)Convert them into customers

3)Operate as efficiently as possible

Activity of customer service 

• Ease the potential customer to shop or learn about store offering.
• Ease transaction customer to attempt to make a purchase
• The customer satisfaction with the transaction

Customer service stopped

Transient customer 

An individual who is dissatisfied with the level of customer service offered at a store or stores and seeking an alternatives store with the level of customer service that he or she thinks is appropriate.

Common Customer Service

Pretransaction services

Provide to the customer prior to entering the store.

-Convenient hours=shopping malls 10a.m.to 10p.m.

Information aids=sales 80% to attract the customer

Transaction services

Provide to customers when they are in the store shopping and transacting business.

Credit= no interest

Giftwrapping and packaging

Personal shopping 

An individual who is a proffesional shopper performs the shopping role for another ; very upscale department and specialty stores offer personal shoppers to their clients.

Dwell time

The amount of time a consumer must spend waiting to complete a purchase .

Posttransaction services

Provided to customers after they have purchased merchandise or services.

Complaint handling , accepting merchandise return, servicing, repair and warranties , deliveries and postsale follow up.

Customer service parkson retail outlet

 

Samsung Customer Service