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Top : Customer Service - Retail Sector: Customer expectations in the retail sector require top notch customer service for companies to remain competitive. Learn how effective customer service contributes to the bottom line, and how to provide it.
Articles:
Catalog Sales - Whatever Happened to Service? - by KATIE MULDOONAsk most folks in the catalog industry what edge catalogs have over retail and they'll say “service” or “convenience.” If you think about it, convenience is actually a form of service, so the bottom line is that we catalogers think we provide better service to our customers than they can find at retail. Maybe it was true at one time, but it sure doesn't feel that way anymore. (Added: 22-Jun-2005 Hits: 564 )
This Turkey Really Has Legs - by Ryan Underwood
You won't want to miss reading about this company's unique customer service perspective....Greenberg Smoked Turkey runs no ads, takes no credit cards, has no toll-free number--and may not even want you as a customer. Is this any way to run a thriving mail-order business? Yes indeedy. (Added: 20-Mar-2005 Hits: 616 )
5 Ways to Lose Customers in Retail - by Shari Waters
Without customers, we wouldn't be in business. That is why it is surprising how easily retail shops unintentionally drive customers away. Sometimes, understanding the what can ruin a business can help us focus on what not to do while building our enterprise. Here are five simple ways to lose customers. (Added: 27-Sep-2010 Hits: 566 )
Use the power of good customer service: respect your clients and your employees, and good customer service will follow - by Murray Raphel
A survey by the Technical Assistant Research Program (TARP) said the number of customers who took advantage of retailers was no more than two percent. But many businesses treat the remaining 98 percent of good customers as if they were trying to take unfair advantage.""Retailers should remember it is not the competition that puts them out of business, it is the customers--when they stop shopping with you, when they tell others of the poor service they received from you and when they were promised a certain delivery time, the deadline was not kept, and you never called to tell them. (Added: 24-Jan-2006 Hits: 1040 )
15 Things Retailers Should Never Say - Negative Customer Service Phrases to Avoid - by Shari Waters
We all know that a positive tone and language are highly important when it comes to good customer service, but many retailers still use phrases that may give the wrong image and negatively impact our customers' shopping experience.""The following phrases used in a customer service setting can kill a sale and possibly lose a customer. Here are some sayings retailers should avoid. (Added: 27-Sep-2010 Hits: 633 )
The Ideal Shopping Experience - by Colin Beasty
A new report from IBM Business Consulting Services shows a continuing shift in the demographics, attitudes, and patterns of customers' buying behaviors. The report also highlights the need for retailers to change the way they do business to succeed. (Added: 14-Apr-2005 Hits: 1231 )
Keep Your Customer Loyal, Not Just Satisfied - by n/a
Do you know when you have a loyal customer or client? This article discussess the stages that a client progresses through in order to be called a loyal customer and therefore happy with his or her customer service. This is an interesting read and begins with good descriptive behaviours of the typical loyal customer. One key behaviour is that your client is immune to your competition. (Added: 2-Nov-2004 Hits: 1368 )
Customer Service is key to boost online sales | Vivocha - by na
With online shopping becoming more and more popular these days — are you getting ready for Christmas season, do you — it’s critical for retailers to offer the best customer service possible.""As an extension to the “eConsumer Behaviour Report 2011– ContactLab/Netcomm”, we surveyed more than 1,700 online shoppers to find out what they feel the most important customer service features are.""The survey provided an in-depth look into what types of customers demand the most online customer service, what customer service features they look for and what makes customers more likely to stay online than switch to other channels."""The study found that consumers – who shop online for travel services, groceries, insurance, electronics, clothing and accessories and do it mainly from home (87%) – demand for contextual, real-time customer support. 57 percent of respondents who shop online find important the presence of a direct contact channel, more important than other buyers reviews on SocialMedia, Blog,Forum or feedback from family members of friends (45% respectively). (Added: 1-Dec-2011 Hits: 96 )
Overweight Shoppers: Fed Up With Poor Customer Service - by Alexandra Felice
Sales associates discriminate against overweight female shoppers, and that could mean financial repercussions for certain businesses, according to a Rice University study that will be presented at a psychology conference later this week. Based on data from interactions in 152 stores in a Houston mall, researchers found greater levels of interpersonal discrimination directed toward obese shoppers than toward average-weight customers. The findings were based on reports by the customers and nearby observers on the clerks' eye contact, friendliness, rudeness, smile, premature ending of the interaction, length of interaction time, and negative language and tone. (Added: 14-Apr-2005 Hits: 664 )
L.L. Bean Delivers the Goods - by Kate Kane
L.L. Bean ships 12 million packages a year. How the catalog giant, world famous for quality and service, does it better -- and faster -- than ever (Added: 7-Mar-2005 Hits: 462 )
46 per cent of online shoppers will leave purchases to the last minute this Christmas - by na
Nearly half (46%) of UK shoppers will be doing last minute online shopping in the week leading up to 25 December this year, but over two thirds (67.3%) don%u2019t trust retailers to deliver gifts before the big day according to new research. 27% simply expect deliveries to be late.""The findings come from the Eptica Christmas 2011 Retail Experience Study which also found that shoppers%u2019 mistrust of retailers%u2019 ability to deliver items on time is made worse by unclear information and unhelpful answers to delivery questions on their websites. (Added: 1-Dec-2011 Hits: 71 )
Shoppers Are Dreaming of a Multichannel Christmas - by Joshua Weinberger
Retailers are already well on their way to knowing if Santa will be leaving candy or lumps of coal in their sales stockings, even with about two weeks of shopping days left till Christmas. According to a survey recently released by Accenture, however, retailers might have done well to forgo price cuts and promotional efforts to focus instead on product quality and customer service. (Added: 14-Apr-2005 Hits: 529 )
Retail Contrarian: Customer Service Training - by na
The end of summer is always an interesting time for our readers. Many of your stores will be slowing down, giving you to time to catch up on projects and fall cleaning. As employees because focused on these other activities it's important that they continue to maximize every customer opportunity and deliver the best possible experience." "There is another group of readers who are now in their peak season. College stores are in rush mode and are slammed with returning students. Even in these crazy weeks it's important that every employee continue to maximize every customer opportunity and deliver the best possible experience." "Here are three tips to ensure all stores have a strong end of summer and start of the fall selling season (Added: 27-Sep-2010 Hits: 214 )
Customer Satisfaction Survey For Retailers - by na
Here's a short customer satisfaction survey that can be customized to use in any retail setting. (Added: 27-Sep-2010 Hits: 399 )
Social Media Has Almost No Effect on Online Retail Purchases [REPORT] - by Todd Wasserman
All those marketers who are rushing to increase their social media spend take note: A new study says social media has almost no influence on online purchasing behavior.""The report, a collaboration between Forrester Research and GSI Commerce, analyzed data captured from online retailers between November 12 and December 20, 2010. The research shows that social media rarely leads directly to purchases online — data indicates that less than 2% of orders were the result of shoppers coming from a social network. The report found email and search advertising were much more effective vehicles for turning browsers into buyers. (Added: 1-Dec-2011 Hits: 64 )
Self-Checkouts? Good Or Bad? - by Joseph Tarnowski
Recent media reports that Albertsons LLC and Big Y have removed self-checkouts from their stores have led to much discussion and debate about the value of self-checkout technology in terms of customer service. Essentially, both retailers said they were ditching the technology in an effort to enhance customer service, thereby creating an improved shopping experience. (Added: 18-Nov-2011 Hits: 98 )
Customer Service The Mobil Oil Way - by Keith H. Hammond
In 1996, Mobil Oil Corp., now part of ExxonMobil, began to develop what would become its Speedpass wireless-transaction system. The idea behind the project was simple enough: Get customers in and out of gas stations as fast as possible. (Added: 8-Mar-2005 Hits: 470 )
Environsell Tells How We Sell - by Keith H. Hammonds
If shopping is the great American indoor sport, why isn't it more fun? Why isn't it easier? Why isn't it better? Paco Underhill, founder of Envirosell Inc., decodes the secrets of retail design to explain the rules behind how we shop. (Added: 7-Mar-2005 Hits: 786 )
Your Business Is On Trial and the Judge Is Your Customer - by Debbie Allen
Even though you can evaluate other businesses, that doesn’t mean you can accurately evaluate your own. Studies have shown that it takes a woman approximately nine seconds to decide if your business is inviting enough to enter. A man may give you about 13 seconds. Most business owners are too close to their businesses to see the mistakes they are making in those few seconds. (Added: 22-Oct-2004 Hits: 806 )
How to Size Up a Customer - by Eric Ransdell
A good salesperson can take the measure of a customer in a glance. A great salesperson understands that "the goal is not just to sell a suit today - it's to build loyal customers for the future," says Shlomo Maor, associate vice president of training at Men's Wearhouse. Here are Maor's rules for turning reluctant shoppers into loyal clients. (Added: 7-Mar-2005 Hits: 1380 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.