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Unformatted text preview: Store- sales associated offer individual customer service Electronic Channel- instant messaging Drawback- Service might be inconsistent Customized service is costly Standardized Service Standardization Approach is based on establishing a set of rules and procedures and being sure that they are impended consistently. Cost of Customer Service High levels of customer service can be costly, but goof customer service is worth and investment 1. What is the diff between the personalized and standardized approach. Give specific examples and explain why they use each approach 2. What are the steps in effective service recovery? Provide steps and provide examples. Slide 18 3. What are 4 characteristics of successful of fsp, which allow retailers to reach that obj., provide retailer who exhibits each of characteristics. And why?...
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- Spring '14
- Sales, Consistency