450Presentation1 - Improving Customer Service and Expanding...

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Improving Customer Service and Expanding Customer Loyalty Aubrey Steven Clair Senior Vice President Retail Operations Sears Department Store
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Customer Service “The degree of assistance and courtesy granted to those who patronize a business”. What we need to improve on in order to stay competitive. Customer service for Sears is a constant process of evaluation and improvement of our employees and company. Customer Service. Entrepreneur. www.entrepreneur.com/encyclopedia/term/8214
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The Need For Better Service Increased Competition Shoppers Harder To Impress Customer service is important to many shoppers, just as much as our prices. Good service is a differentiator for our business, and is overlooked by big discount retailers like Wal-Mart.
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Customer Analysis Total reduction in customer service satisfaction from 82% to 68% in the last year alone. 63% of consumers said they have stopped doing business with a company partly or wholly due to a poor customer
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450Presentation1 - Improving Customer Service and Expanding...

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