Custmer Service New

Customer 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.

 What

a salesperson needs is a better way of determining who the customer really is.



One way of doing this is by understanding the steps of the buying and selling process.

Types of customer

To face the challenge of building customer loyalty, we need to break down shoppers into five main types:  Loyal Customers: They represent no more than 20 percent of our customer base, but make up more than 50 percent of our sales. 

Discount Customers: make their decisions based on the size of our markdowns.



Impulse Customers: They do not have buying a particular item at the top of their “To Do” list, They will purchase what seems good at the time.



Need-Based Customers: They have a specific intention to buy a particular type of item.



Wandering Customers: They have no specific need or desire in mind.

Customer service 



Customer service is an organization's ability to supply their customers' wants and needs. excellent customer service (is) the ability of an organization to constantly and consistently exceed the customer's expectations."

Customer Service Consists of all those activities by the retailer that influence (1) the ease with which a potential customer can shop or learn about the store’s offering. (2) the ease with which a transaction can be completed once the customer attempts to make a purchase, and, (3) the customer’s satisfaction with the transaction.

Customer Service Desk

Customer Service  Activities

undertaken by a retailer in conjunction with the basic goods and services it sells. Store hours Parking Shopper-friendliness Credit acceptance Salespeople In store announcement

 Pantaloon

Pantaloons

is not just an organisation – it is an institution, a centre of learning & development. We believe that knowledge is the only weapon at our disposal and our quest for it is focused, systematic and unwavering.  At Pantaloon, we take pride in challenging conventions and thinking out of the box, in travelling on the road less travelled. Our corporate doctrine ‘Rewrite Rules, Retain Values’ is derived from this spirit. 

Questions On Being A need customer service? s Why do you Customer s

Was the service provided over the phone or in person?

s

How did the customer service representative respond to your request, inquiry or problem?

s

If you felt the service was excellent, describe what made it so good.

s

If you felt the service was exceptionally poor, describe what made it that way.

Do You Know Why They  1% die. Leave?  3% move away.  5% develop other relationships.  9% leave for competitive reasons.  14% are dissatisfied with

product or service.

 68% leave because of rude or

discourteous service.

Good Service Is Giving Customers a Little More Than What They Expect

When

When

My Treatment

My Treatment

<

>

My Expectations

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

 If

Gift Wrapping Process

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 presented – hand over the Gift wrapping paper to the customer

If the cash memo is not presented – • Inform the customer that Gift Wrapping Paper can be given only after verifying the cash Memo • 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 • An Alteration Desk with an appropriate signage at a visible location should be present in the store • Every store should have adequate number of tailor for alterations of customer merchandise

Types of Announcements  Daily

Announcements ( Opening/Closing

announcements)  Schemes/Offers  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 service East 4056789 WestNorh 0123stQrnd 4thQr

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Electronic Channel – instant messaging Drawback: Service might be inconsistent Customized service is costly

Standardization Approach Standardization Approach is based on establishing a set of rules and procedures and being sure that they are implemented consistently.

Gap Model for Improving Retail Customer Service Customers’ Expectation Of Service Quality

Service Gap

Retailer’s Perception of Customers, Expectations Customer Service Stds. It Sets

Knowledge Gap

Standards Gap

Customers’ Perception Of Service Quality

Retailers’ Communication About Service Quality Actual Service Provided

Delivery Gap

Communications Gap

The Gaps •Knowledge Gap ­­ knowing what the customer wants •Standards Gap ­­ setting service goals •Delivery Gap ­­ meeting and exceeding service goals • Communications Gap ­­ communicating the service promise

Closing the Knowledge GAP •Customer research •More interactions between managers and customers •Better communications between managers and service providers

Closing the Standards GAP • High quality service commitment

• Define the role of service providers • Innovative solutions • Set service goals • Measure service performance

Closing the Delivery GAP •

Information and training

• Instrument and emotional support • Internal communications • Reduce conflicts • Empower employees • Providing incentives

The Target of Empowerment: Excellent Customer Service Benefits to Employee: Stimulates initiative Promotes learning Teaches responsibility Manager’s Approach: Provide guidance to employees Train employees to the challenge

Closing the Communications GAP •Realistic commitments •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 Lapses:  Service 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 • Listen to the customer • Provide a fair solution ­ Distributive fairness ­ Procedural fairness • Resolve problem quickly ­ Reduce number of contacts ­ Give clear instructions ­ Avoid jargon

CONCLUSION The most important thing which store should never forget is customer is always right. Customer is treated as god. Whether its fault of customer, the employee should always have to accept it on them and try to satisfy customer on them .

RECOMMENDATION      

Trained customer care associates Fast billing process Delegation of authority Out of the way solution Proper shopping ambience CRM programme is implemented

Service Recovery • Listen to the customer • Provide a fair solution ­ Distributive fairness ­ Procedural fairness • Resolve problem quickly ­ Reduce number of contacts ­ Give clear instructions ­ Avoid jargon