Customer Service in the Retail Industry
Date Submitted: 09/09/2006 23:41:10
Category: / Business & Economy / Marketing and Advertising
Length: 11 pages (2957 words)
Category: / Business & Economy / Marketing and Advertising
Length: 11 pages (2957 words)
Understanding the Concepts of Customer Service
Research Objectives
1.<Tab/>Gain a better understanding of the concept of customer service in today's retail industry
2.<Tab/>Determine the misunderstandings of customer service in the marketplace
3.<Tab/>Find ways to improve customer service
Research Questions
1.<Tab/>How do customers perceive overall customer service in regards to the retail industry?
2.<Tab/&…
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10 Determinants of Service Quality
5 most important: reliability, competence, credibility, understanding, communication<Tab/>10 Determinants of Service Quality
5 most important: reliability, competence, communication, responsiveness, accessibility
Suggestions:
*<Tab/>Increase training (cash register, returns, inventory, social skills)
*<Tab/>Increase staff
*<Tab/>Listen & Respond to customer complaints
*<Tab/>Eliminate commissions<Tab/>Suggestions:
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