Customer Service The Importance of In Retail David Burroughs Mari-Beth Ortega Daniel Paul.
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Transcript of Customer Service The Importance of In Retail David Burroughs Mari-Beth Ortega Daniel Paul.
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Customer ServiceThe Importance of
In Retail
David Burroughs Mari-Beth Ortega Daniel Paul
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“The Customer Is Always Right”
• Originated with entrepreneurs, like James Cash Penny
• First Penny store opened in 1902, “The Golden Rule”
• Customer service has evolved with the retail shops.
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Erosion of Customer Service• Carriage-trade department store
locally owned and operatedInspired intense customer loyalty and good
service
• Department stores of the 70sProvided good customer service
• Department stores of the 80s Era of M&A’s and geographic expansionBad for customer service
• Department stores of todayCustomer-oriented policies and procedures have eroded in favor of tight expense control
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From Boardroom to Selling Floor
• is the recognized industry leader
• Costumer Service is a reflection of top management
• Constant change confuses employees and customers
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Steps to Improve Customer Service
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Step #1Adopt the attitude that anything can be changed
The better companies figure out a way to accomplish things that everyone says can’t be done
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Step #2• Everyone contributes to
the customers perception of service
• Great customer service should start in the parking lot
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Step #3
• Respect your employees’ limits
• Recognize the demands of family and leisure interests
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Step #4
• Professionalize the “personnel function”
• Recruit new hires with your best employees
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Step #5• Phase out the use of part time/temp employees
• Positions require commitment and knowledge from employees
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Step #6
• Teach managers the art of positive reinforcement
• Help people reach their full potential by “catching them doing something right”
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Questions
David Burroughs Mari-Beth Ortega Daniel Paul
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