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1.01 Explain What Is Meant By Customer Service In The Retail Sector

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01.01 Explain what is meant by customer service in the retail sector

Customer service is vital in the retail sector as it can make or break a business. If the retail business does not have the monopoly on the products or services it provides, they must introduce tools and behaviours that will entice customers into the business instead of the market competitors. Customer service plays a major role as it is usually engrained in the business plan and continually evolves. Customer service is essentially the interactions between a business and the consumer, however the interaction is the responsibility of the business and the consumer is aware of this. Customer service can occur face to face with consumers, over the telephone, written correspondences either postal or email and also online through the retail website or social media. The omnichannel nature of retail has increase the retail sectors need to expand customer service and cater for divergent market users.

Customer service policies and skills are designed to increase the desirability of a product or service to consumers. This allows businesses to offer an …show more content…

If consumers have a positive encounter then they are more likely to return to make future purchases. In the ever changing nature of retail, customer loyalty is vital to the continual success of the business. If there is no monopoly then the products and services offered can be obtain elsewhere, therefore the main driver for repeat custom is great customer service. If a retailer is known for great customer services this increases footfall in the business due increasing brand awareness creating more opportunities to sell to new consumers. The saying ‘the customer is always right’ may not be factually correct but in business terms if the customer doesn’t feel they are getting what they are paying for then that is a loss of future

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Customers must be able to obtain the service they are requiring in order for the company to be kept on terms with each and every customer. Customers often spend hundreds or even thousands of dollars a year at a company and are absolutely vital for the survival of any business. When these customers have a problem with a product or a question, they expect to have the issue resolved with a customer representative. If the customer service department is not up to par, this can

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service rep can give the customer knowledge about a certain product this will keep the customer from buying the item on line. Now days customers are always looking for the better price if they look for a product in the store and don’t have anyone to help them, or to take the time to explain to them about the product it makes it that much easier for them to buy it on line. The retailers have to keep their customers engaged when they are in their stores shopping. This is where offering the knowledge the customer service rep has comes in handy.

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