service
PRESENTATION
by
MEENA CHAUDHARY
Who is customer?
Every person who enters the store is a potential
customer. Even though they may not purchase something
today, they may purchase something tomorrow.
3% move away.
My My
When
Treatment
< Expectations
When My Treatment
> My
Expectations
Pretransaction Services
Are services provided to the customer
prior to entering the store Viz.
(1) Convenient hours
(2) Information aids
Transaction Services
Are services provided to the customers when they
are in the store shopping and transacting
business viz.
(1) Credit
(2) In store announcement
(3) Gift Wrapping and packaging
(4) Personal Selling
(5) Merchandise Availability
Gift Wrapping Process
If the customer asks only for the Gift
Wrapping Paper
– Customer Service Executive to request the customer for the cash
memo
If the cash memo is If the cash memo is not presented –
presented – • Inform the customer that Gift Wrapping
hand over the Gift Paper can be given only after verifying the
wrapping paper to the cash Memo
customer • Anything extra other than gift wrapping
paper and card can be charged at actual cost
to the customer
Exchange Policy of our store
Alteration Process
• The customers should not be charged for the
Alteration service
Staff Announcements
Customer Announcements
Announcing for Lost and Found items
Post Transaction Services
Are services provided to customers
after they have purchased the
merchandise or services viz.
1. Complaint handling
2. Merchandise returns
3. Servicing and repair
4. Deliveries
CS Strategies
Customized
Greater benefits to customers
Greater inconsistency
Higher cost
Standardized
Lower cost
High consistency
Meets but does not exceed expectations
Customization Approach
Customization Approach encourages service
provider to tailor the service to meet each
customer’s personal needs.
Store – sales associates offer individual customer
East
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service
Electronic Channel – instant messaging
Drawback: Service might be inconsistent
Customized service is costly
Standardization Approach
Retailer’s Perception of
Retailers’ Communication
Customers, Expectations
About Service Quality
Delivery Communications
Knowledge Gap Standards Gap Gap
Gap
The Gaps
•Customer research
•More interactions between managers
and customers
•Better communications between
managers and service providers
Closing the Standards GAP
• Innovative solutions
•Managing customer
expectations
Negative Customer Service
Phrases to Avoid
1. I Don't Know
2. Calm Down
3. Did You See Any?
4. We're Closed
5. That's Not My Department
6. We're Out of That
7. It's Over There
Competencies
(1 of 2)
Communication.
Customer Sensitivity.
Decisiveness.
Energy.
Flexibility.
Follow-up.
Impact.
Initiative.
Integrity.
Competencies
(2 of 2)
Job Knowledge.
Judgment.
Motivation To Serve.
Persuasiveness/Sale
s.
Planning.
Resilience.
Situation Analysis.
Work Standards.
Common Excuses
For Service Lapses:
I don't have enough time.
I don't get paid to be nice. I am
measured by my productivity
and accuracy.
How can we do a good job if
the computer is always down?
Every customer is totally
bonkers today.
Common Excuses
For
Service Lapses:
I can't deal with people who do not
show me respect.
How can we do a good job if the
other departments do not provide
the back-up we need?
I am having a bad day.
People are basically stupid.
I am always too busy.
The Customer Wants
You To
8 . . . Greet
me.
8 . . . Value
me.
8 . . . Help
me.
8 . . . Listen to
me.
8
. . . Invite me back.
Service Recovery