Wednesday, July 15, 2009
♥ Customer Service (Pitfalls)
1) Acknowledgement of customers' prescence
Whenever the customer enters the store, there was no form of greeting from the sales staff. But even with just a simple smile to the customer is good enough. When the customer does not feel acknowledged/welcome, the time spent browsing within the store would be lesser. Which would could influence the probability of a potential customer's purchase.
2) First Impression
A first impression of the retailer is created during the first few minutes of encounter within the store. When the retailer fails to satisfy the customer through it's first impression, that could affect the customer's future patronage.
3) Exchange/Refund Policy
The retailer has to come up with reasonable a reasonable exchange/refund policy for the customer. Most retailers have about 3-7 days exchange policy but no refund policy. Whereas some retailers like Robinsons Departmental Store has a 90 days exchange policy and a refund policy of 7 days. So retailers should review this issue.
4) Sales staff picks the customers they wish to serve by judging on the customer's dress sense.
By doing this, they look down on customers who are not as well dressed and thus lose out on making a sale to these group of customers.
5) When retailer's staff do not take their jobs seriously
When the customer is around, the staff uses the laptop ignoring the customer's entrance. When the customer is not being served when he/she needs help, that could cause a lost in sale.
Whenever the customer enters the store, there was no form of greeting from the sales staff. But even with just a simple smile to the customer is good enough. When the customer does not feel acknowledged/welcome, the time spent browsing within the store would be lesser. Which would could influence the probability of a potential customer's purchase.
2) First Impression
A first impression of the retailer is created during the first few minutes of encounter within the store. When the retailer fails to satisfy the customer through it's first impression, that could affect the customer's future patronage.
3) Exchange/Refund Policy
The retailer has to come up with reasonable a reasonable exchange/refund policy for the customer. Most retailers have about 3-7 days exchange policy but no refund policy. Whereas some retailers like Robinsons Departmental Store has a 90 days exchange policy and a refund policy of 7 days. So retailers should review this issue.
4) Sales staff picks the customers they wish to serve by judging on the customer's dress sense.
By doing this, they look down on customers who are not as well dressed and thus lose out on making a sale to these group of customers.
5) When retailer's staff do not take their jobs seriously
When the customer is around, the staff uses the laptop ignoring the customer's entrance. When the customer is not being served when he/she needs help, that could cause a lost in sale.
7:35 AM
