This website uses cookies to ensure you have the best experience. Learn more

Explain How Focusing On The Customer, By Providing Good Customer Service, Is Essential To Retailing

808 words - 4 pages

Customer service is important because it allows the business to stay connected with its customers and to receive valuable feedback which could prove beneficial to the business in regards to any improvements needed to be made to their products and services. It is also important to carry out good customer since satisfied customers will make repeat purchases and recommend the product to friends, leading to additional word-of-mouth sales.
For this task, I am going to devise a customer satisfaction survey for use whilst undertaking a “mystery shopper” experience at Boots and Tesco. I will use this form to comment on the type of customer service I received from the two outlets and justify how ...view middle of the document...

Yes No
Customer Satisfaction
Does the retail outlet offer value for money? 
Was there information available on your purchase? 
Staff on Floor
Were you satisfied with the service you received? 
Are staff knowledgeable on products? 
After-Sales
Does the store offer delivery? 
Do they offer cash back, if yes, have you ever used it? 
No I haven’t used their cash back services
ICT
Do they use electronic/self-service tills? 
Are the electronic tills more efficient when it comes to customer satisfaction? 

My Overall Shopping Experience – Boots & Tesco
I was satisfied with my shopping experience at Boots; I wasn’t hovered over or looked upon which made me feel free to move around the shop in search of a product. The aisles were well labelled which made it easy to find products. I tested the knowledge of a staff member by asking for a beauty product that I already knew they sold via their online website. The employee who assisted me mimicked the product description which was given online, as well as showing me customer reviews on their in store tablet. I also asked if she had any experiences with the product in which she replied that she hadn’t with that particular brand but have had with another from the Boots brand. She then gave me a review about it and went ahead and got the product for me to see and read...

Other Papers Like Explain How Focusing on the Customer, by Providing Good Customer Service, Is Essential to Retailing

Customer Service Essay

980 words - 4 pages same... our home grown one’s fares even worse… be it calling the customer care or walking in to a branch it does not make a difference… You face more negative experiences than a positive one… most of the time we can see that the Customer Care is understaffed since the companies believe that providing service is a cost which needs to be kept on a tight leash… We Indians are willing to pay for a Car and then live on half the salary for

Customer Service Essay

4300 words - 18 pages employees who are helpful, likable and effective. Smile, listen to their concerns, and frequently use their name. Then you need to identify and satisfy customer’s needs, effectively gathering information, so the next step of customer service can be done. Then you need to exceed their expectations by possibly providing any services or products in a better way or form. Customers usually have high expectations, and when you exceed something that is already

Customer Service

1402 words - 6 pages are used to obtain specific information before, during and after a process. Surveys performed before a process can assist in the development of the process. This allows Riordan to better meet expectations of customers and employees by providing necessary information to set goals. Surveys during a process give up to date feedback on how the process is going. Here, Riordan can see what areas are doing well and what areas need improvement. If

Customer Service - 1862 words

1862 words - 8 pages differ, depending on the product or service. It is not uncommon for a service guarantee to be predicated on the consumer meeting specific terms and conditions. This places some of the responsibility on the customer. Stipulations to a service guarantee may prohibit tampering with a product or require that certain maintenance schedules are followed. It may also outline what the consumer is required to do in order to prevent the malfunction of a

Case the Customer Service Agent

2133 words - 9 pages able to identify the job specification. This will help in hiring a new customer service agent with the needed qualifications. By understanding the qualification needed for the job will support focusing on the skills needed in the customer agent service job. The job specification must contain the qualification of the job. The job specification is one of the main contents that are needed in the job description. Wages and bonuses: the amount of the

Heat Is An Effective Customer Service Technique

267 words - 2 pages HEAT is an effective customer service technique that you can use to calm down your customers. Note: Heat (developed by John Hartley) is taught in most of the customer care courses including NVQ customer care. The Four keywords of HEAT: 1. Hear 2. Empathize 3. Apologize 4. Take Ownership Hear – Show your customers that you are listening to them actively. Don’t distract or interrupt your customer while he/she is talking

The Impact of Communication Styles on Customer Service

573 words - 3 pages for the FBI. However, it is not good to use as a sales rep at the local market or designer apparel store. This is not a customer friendly style and “can leave customers feeling like customer service is not important to the company.” (Workplace Wrangler, 2011) The best style of communication for a CSR is an assertive style. Assertive style communication is defined as the ability to express positive and negative ideas and feelings in a way that is

Impact of Research on Customer Service Quality

821 words - 4 pages An exploratory study on the impact of research and development on customer service and quality   1.0 Introduction Research and development simply refers to the constant improvement of product and services and which enable the business to continuously thrive in terms of its operation. Research and development also leads to innovations intended for these products and services. In generating high impact innovations, it is important that

Customer Service Misc Questions

2597 words - 11 pages output and the customer's quality expectations with the customer. Activity 9 How can business exploit, for example, old-fashioned snobbery? A business selling a very similar, even identical jumper, which was worn by a famous singer at years ago. This will make people to buy it. How can an intangible, such as after-sales service, be made into a value added sales component? After sales service is a key factor to maintain a good

Starbucks: Delivering Customer Service

2305 words - 10 pages friendly conversations or make eye contact with the customers and as a result customers lost the friendly and welcoming feeling they used to experience. And we can claim that not every custom made drink may taste as good as the well known Starbucks' beverages. We can also confirm on the idea that Starbucks may have been measuring satisfaction the wrong way by having a mystery customer program, "Customer Snapshot", as the company's prominent

Customer Service Indicator (Csi)

2271 words - 10 pages reaction * Implement our new strategy by empowering our staff with the right tools, full and accurate information and give better training. At the moment in our call center we only use CSI to give our agents a glimpse of what customers are thinking about our service .This is done by a survey that asks the customer a single question on a scale of 1 – 5 how likely are you to recommend us to someone else based on the service you have just

Related Essays

Customer Service Essay 2127 Words

2127 words - 9 pages easiest way to keep the customer content is by providing them the customer service they deserve, and if the customer is content he/she would become your source of advertisement and that too for free, everyone knows no advertisement could beat word of mouth, a small neighborhood would rather listen to the trusted “Carol” than some guy on the television claiming to have your best interest in his mind. A good customer service can help you stand

Customer Service Essay 3110 Words

3110 words - 13 pages carefully; they should be selected carefully as they are the first persons that customers meet once they come through the door of the organisation. Another factor is providing sufficient employee training, customers want to be served by a knowledgeable employees. Seminars, problem solving, technical skills training, product knowledge and other types of Customer Service training are essential to ensure training and competence. Seventh factor is

Customer Service Essay 1381 Words

1381 words - 6 pages employees on ways of handling customers is an important strategy towards customer satisfaction. Businesses that produce superior customer service strike the balance between social training, which is normally informal, as well as technical training that should be formal and highly specific in nature (Leland & Bailey, 2011). The training activities stress service to internal clients, as well as external customers. Unless their transactions with clients

Customer Service Essay 1388 Words

1388 words - 6 pages weak organisational culture like Jaguar Land Rover does not have customer service at its heart yet reported an 80% rise in sales following a move to China. Therefore, an organisation does not need to have customer service at its heart, but success can depend on the economy. Like China, who achieved a GDP of 7.9%, therefore Jaguar took advantage of this rapid economic growth, where consumers have greater disposable income, so demand for luxury vehicles has increased allowing Jaguar to achieve higher profits without focusing on customer service, but simply by expanding to China. Whether an organisation must have customer service at its heart also depends on they industry