Marketing Agency
Problem Resolution Through Excellent Customer Service Ultimately, the best method of resolving simple problems – often before they arise – is through the delivery of excellent customer service. By ensuring a close relationship with the… Problem Resolution Through Excellent Customer Service
Customer Expectations Successful businesses work proactively to obtain information from their customers to ensure they are meeting their needs. Customer Feedback Service quality generally refers to a customer’s comparison of service expectations as it relates… Customer Expectations
Service Quality Perceptions Post-Purchase Behavior Post-purchase behavior is when the customer assesses whether he is satisfied or dissatisfied with a purchase. Post-purchase behavior is the final stage in the consumer decision process when the customer… Service Quality Perceptions
The Customer Evaluation Process What you’ll learn to do: explain the key components of the customer evaluation process Customers are constantly deciding what to buy and where to buy it. In order to retain customers,… The Customer Evaluation Process
Personalized vs. Standardized Service The industrial age and the advent of mass merchandising introduced the concept of ready-to-wear garments to the fashion industry. Before industrialization, clothing was handmade. Each dress, shirt, pant, or suit was… Personalized vs. Standardized Service
Offered Services Customer service, including complimentary services offered, is one way that retailers differentiate themselves in a crowded marketplace. Perspective point: According to a 2011 survey conducted by Harris Interactive, 86% consumers indicated they would… Offered Services
External Customers Being able to answer five fundamental questions, the “5Ws,” who, what, when, where, and why about any customer, is vital in providing excellent customer service. The answers to the 5Ws create a profile… External Customers
Customer Profiles What is a customer? When asked, most people understand what a customer is since virtually everyone on the planet is, at one time or another, a customer of something or somebody else. Whether… Customer Profiles
Customer Service Strategies What you’ll learn to do: Identify how retailers can use excellent customer service as a differentiation tool In biology, cells sometime differentiate by changing form from a relatively generalized state to a… Identify how retailers can use excellent customer service as a differentiation tool
Customer Service Strategies Why learn about customer service strategies? In this module you’ll learn why customer service strategies are an integral part of making all aspects of retail operations successful. In fact, customer service is… Customer Service Strategies