custmer service new

8/14/2019 Custmer Service NEW

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CustomerCustomerserviceservicePRESENTATIONPRESENTATION

by

MEENA CHAUDHARY


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Who is customer?Who is customer?

Every person who enters the store is a potentialcustomer. Even though they may not purchase somethingtoday, 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.


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Types of customer 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 itemat the top of their To Do list, They will purchase what seemsgood 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 inmind.


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Customer serviceCustomer service

Customer service is anorganization's ability tosupply their customers'wants and needs.

excellent customer service (is) the ability of anorganization to constantlyand consistently exceed thecustomer's expectations."


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Customer ServiceCustomer Service

Consists of all those activities by the retailer Consists of all those activities by the retailer that influencethat influence(1) the ease with which a potential customer (1) the ease with which a potential customer can shop or learn about the stores offering.can shop or learn about the stores offering.(2) the ease with which a transaction can be(2) the ease with which a transaction can becompleted once the customer attempts tocompleted once the customer attempts to

make a purchase, and,make a purchase, and,(3) the customers satisfaction with the(3) the customers satisfaction with thetransactiontransaction ..


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Customer Service DeskCustomer Service Desk


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Customer ServiceCustomer Service

Activities undertaken by a retailer inconjunction with the basic goods and

services it sells.Store hoursParkingShopper-friendlinessCredit acceptanceSalespeopleIn store announcement


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PantaloonsPantaloonsPantaloon is not just an organisation it is aninstitution, a centre of learning & development. We

believe that knowledge is the only weapon at our disposal and our quest for it is focused, systematicand unwavering.At Pantaloon, we take pride in challengingconventions and thinking out of the box, in

travelling on the road less travelled. Our corporatedoctrine Rewrite Rules, Retain Values is derivedfrom this spirit.


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Do You Know Why TheyDo You Know Why They

Leave?Leave?1% die .3% move away.

5% develop other relationships.

9% leave for competitive reasons.

14% are dissatisfied withproduct or service.

68% leave because of rude ordiscourteous service.


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My

Treatment

My

Expectations

My Treatment MyExpectations

When

Good Service Is Giving Customers a LittleMore Than What They Expect


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Transaction ServicesTransaction Services

Are services provided to the customers when theyare in the store shopping and transactingbusiness viz.

(1) Credit(2) In store announcement(3) Gift Wrapping and packaging(4) Personal Selling(5) Merchandise Availability


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If the customer asks only for the GiftWrapping Paper Customer Service Executive to request the customer for the cash

memo

Gift Wrapping ProcessGift Wrapping Process

If the cash memo is presented

hand over the Giftwrapping paper to thecustomer

If the cash memo is not presented

Inform the customer that Gift WrappingPaper can be given only after verifying thecash Memo

Anything extra other than gift wrapping paper and card can be charged at actual costto the customer


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Exchange Policy of our storeExchange Policy of our store


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Types of AnnouncementsTypes of Announcements

Daily Announcements ( Opening/Closing

announcements)Schemes/Offers

Staff Announcements

Customer Announcements

Announcing for Lost and Found items


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Post Transaction ServicesPost Transaction Services

Are services provided to customersafter they have purchased the

merchandise or services viz.

1. Complaint handling

2. Merchandise returns3. Servicing and repair4. Deliveries


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CS StrategiesCS Strategies

Customized-Greater benefits to customersGreater benefits to customers

-Greater inconsistencyGreater inconsistency

-Higher costHigher cost

StandardizedLower costLower cost

High consistencyHigh consistency

-Meets but does not exceed expectationsMeets but does not exceed expectations


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Customization ApproachCustomization Approach

Customization Approach encourages serviceprovider to tailor the service to meet eachcustomers personal needs.

Store sales associates offer individual customer service

Electronic Channel instant messaging

Drawback: Service might be inconsistent

Customized service is costly

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EastestNorth


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Standardization ApproachStandardization Approach

Standardization Approach is based

on establishing a set of rules and procedures and being sure that theyare implemented consistently.


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Gap Model for ImprovingGap Model for Improving

Retail Customer ServiceRetail Customer Service

Knowledge Gap Standards GapDelivery

Gap

CommunicationsGap

Service GapCustomers Expectation Of Service Quality

Customers Perception Of Service Quality

Retailers Perception of Customers, Expectations

Customer Service Stds.It Sets Actual ServiceProvided

Retailers CommunicationAbout Service Quality


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Knowledge Gap -- knowing what thecustomer wants

Standards Gap -- setting service goals

Delivery Gap -- meeting andexceeding service goals

Communications Gap --communicating the service promise

The Gaps


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Closing the Knowledge GAP

Customer research

More interactions between managersand customers

Better communications betweenmanagers and service providers


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Closing the Standards GAP

High quality service commitment

Define the role of service providers

Innovative solutions

Set service goals

Measure service performance


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Closing the Delivery GAP

Information and training

Instrument and emotional support Internal communications

Reduce conflicts Empower employees

Providing incentives


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The Target of Empowerment:The Target of Empowerment:

Excellent Customer ServiceExcellent Customer ServiceBenefits to Employee:

Stimulates initiative

Promotes learning

Teaches responsibility

Managers Approach:Provide guidance to employees

Train employees to thechallenge


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Closing the CommunicationsGAP

Realistic commitments

Managing customer expectations

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ega ve us omer erv ceega ve us omer erv cePhrases to AvoidPhrases to Avoid

1. I Don't Know2. Calm Down

3. Did You See Any?

4. We're Closed5. That's Not My Department

6. We're Out of That

7. It's Over There


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Communication.Customer Sensitivity.Decisiveness.Energy.Flexibility.Follow-up.Impact.Initiative.Integrity.

CompetenciesCompetencies(1 of 2)


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CompetenciesCompetencies(2 of 2)

Job Knowledge. Judgment.Motivation To Serve.Persuasiveness/Sales.Planning.Resilience.Situation Analysis.Work Standards.


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Common ExcusesCommon Excuses

For Service Lapses:For Service Lapses:I don't have enough time.

I don't get paid to be nice. I am

measured by my productivityand accuracy.

How can we do a good job if the computer is always down?

Every customer is totallybonkers today.


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I can't deal with people who do notshow me respect.

How can we do a good job if theother departments do not providethe back-up we need?

I am having a bad day.

People are basically stupid.

I am always too busy.

Common ExcusesCommon Excuses

For Service Lapses:For Service Lapses:


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CONCLUSIONCONCLUSION

The most important thing which storeshould never forget is customer is always

right. Customer is treated as god. Whether its fault of customer, the employee shouldalways have to accept it on them and try to

satisfy customer on them .


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