ch12_custserv_S2011

ch12_custserv_S2011 - Chapter 12 Customer Service and...

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Chapter 12 Customer Service and Retail Selling
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Customer Service High-quality service - A service that meets or exceeds customers’ expectations.
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Customer Service One way in which retailers provide the high-quality service expected and reduce customer defections is through Customer Relationship Management programs.
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Customer Relationship Management Programs
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Long Lines vs. Hi Quality Service
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Customer service strategies develop long-term relationships with their customers by offering: Financial Benefits Social Benefits
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Financial Benefits of Service
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Social Benefits of Service
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Three Basic Tasks of Retailing Get ‘Em In Get ‘Em to Buy Operate Efficiently
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Three Basic Tasks of Customer Services Get ‘Em In Make it Easy! Get ‘Em to Buy Make it Smooth! Operate Efficiently Make it Pleasing!
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Physical Plant Merch Mgmt Promo Mgmt Price Mgmt Credit Mgmt Customer Service Must Integrate Across all Aspects of Retailing
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Timing of Transaction Services Pre- transaction Transaction Post- transactions \
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ch12_custserv_S2011 - Chapter 12 Customer Service and...

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