CUSTOMER SERVICE
There is only one boss. The customer. And he can
fire everybody, by spending his money somewhere
else.
- Sam Walton

AGENDA
 Customer Service - Definitions
 Role of Customer service in retail
 Customer Relationship Management
 Loyalty Programs
 Customer Friendly Policies
 Trained Employees/Sales Staff
 Service breakdown
 Tasks can wait , customers won’t
 Conclusion

CUSTOMER SERVICE ???
Customer service is often seen as an activity,
performance measurement and a philosophy. That is
why, generally speaking, one single customer service
definition does
not exist…

ROLE OF CUSTOMER SERVICE IN RETAIL
 13% not happy with the product lines
 9% have no reason
 69% leaves because of poor customer service
 10% says they get better service some where else

CUSTOMER RELATIONSHIP MANAGEMENT
 Loyalty programs
 Customer friendly policies
 Trained employees / Sales staff

LOYALTY PROGRAMS
 Loyalty Cards / Membership Cards
 Smart rewards
 Ongoing communication
 Feel good factor

PEOPLE – THE MOST IMPORTANT STRATEGIC
ADVANTAGE
 Put best practices of the top sales associates for
everybody to follow.
 Communicate effectively with customers
 Effective listening
 Caring for customers; empathizing and helping
 Product knowledge
 Working with team members
 Presentation skills

SERVICE BREAKDOWN
Service breakdowns occur whenever
any product or service fail to meet the
customer’s expectations

TASKS CAN WAIT , CUSTOMERS WON’T
 Failing to understand the curve in terms of current
happenings in the industry , markets as customers
are constantly changing
 Failing to build rapport with the customers
 Not differentiating the product / service / store /
company enough to create additional value in the
mind of customer
 Selling too fast , trying to close before the customer is
ready to buy

PAYCHECK IS ULTIMATELY
PAID BY THE PURCHASING
CUSTOMERS