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

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

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