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Customer Service

Customer Service. Purpose of Customer Service. Attract Customers Keep customers in the store Influence customers to buy products If preexisting customers, influence them to buy more!. Examples of Customer Service. Helping with buying decision

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Customer Service

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  1. Customer Service

  2. Purpose of Customer Service • Attract Customers • Keep customers in the store • Influence customers to buy products • If preexisting customers, influence them to buy more!

  3. Examples of Customer Service • Helping with buying decision • Examples: bridal registry, credit, test drive, dressing rooms, etc. • Help with use of product • Examples: gift wrapping, installation, technical support, training, etc. • Services for customer comfort and enjoyment • Examples: music, location, restrooms, valet parking, etc.

  4. Levels of Customer Service

  5. Exceptional Customer Service • Service that meets and exceeds customers’ needs, going “above and beyond” • Company Actions to establish exceptional customer service: • Customer Friendly Policies • Training • Treatment of Employees

  6. Customer-Friendly Policies • Putting customer satisfaction first • Accepting credit • Accepting returns • Providing free gift wrapping • **All these services are costly to a company**

  7. Salesperson Actions • Exceptional customer service can be attained when salespeople act the following ways: • With honesty, respect, and integrity • Treat customers and coworkers with respect and dignity • Smile • Maintain eye contact • Are positive • Address problems upfront and immediately • Take pride and care in personal appearance • Know/uphold company policies

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