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Ch 11: Customer Service in Retail

About This Chapter

This mobile-friendly retail chapter can benefit students and working professionals who need to review customer service concepts in retail contexts. Study these lessons and quizzes to get ahead in a class, improve your customer service skills, study for exams and more.

Customer Service in Retail - Chapter Summary

Take a look at this chapter's short and engaging lessons to review the importance of customer service in retail. As you work through the chapter, you'll become familiar with customer service techniques, communication skills, barriers to quality service and much more. Each lesson comes with a short quiz, and the chapter concludes with a multiple-choice exam to help you go over important retail customer service concepts. You can access this chapter any time using your desktop, laptop, tablet or smartphone. When you're finished with the chapter, you should be equipped to:

  • Outline the total customer experience model
  • Discuss the purpose of a customer loyalty program
  • Recognize how good customer service can build customer loyalty
  • Describe the importance of knowing your company's services and products
  • Assess customer complaint resolution techniques
  • Serve multicultural and diverse customers
  • Tell why communication is important in customer service
  • Evaluate effective face-to-face customer service skills
  • Identify common customer service barriers
  • Understand how team leaders coach customer service skills
  • Explain how companies recruit and hire personnel for customer service

11 Lessons in Chapter 11: Customer Service in Retail
Test your knowledge with a 30-question chapter practice test
What Is Total Customer Experience? - Definition & Model

1. What Is Total Customer Experience? - Definition & Model

In this lesson we'll discuss the Total Customer Experience: what is it, how to manage it, and why your business would want to make sure your interactions with your customers are positive.

Customer Loyalty Program: Definition, Purpose & Example

2. Customer Loyalty Program: Definition, Purpose & Example

Customer loyalty programs can be beneficial for both customers and the company. This lesson discusses the purpose of a customer loyalty program and provides an example.

Building Customer Loyalty With Good Customer Service

3. Building Customer Loyalty With Good Customer Service

Creating loyal customers is easier than you may think, and it's vital to develop skills for good customer service. This lesson outlines six key elements in delivering extraordinary service.

The Importance of Knowing Your Products & Services

4. The Importance of Knowing Your Products & Services

This lesson describes the importance of knowing your products and services. It also explains the value that knowing your products and services can add to the customer experience.

Techniques for Resolving Customer Complaints

5. Techniques for Resolving Customer Complaints

In this lesson, we'll review the five steps in resolving customer complaints. We'll also provide suggestions in each step to maximize customer satisfaction and equip your customer service agents.

Serving Diverse & Multicultural Customers

6. Serving Diverse & Multicultural Customers

As the world gets smaller, we meet more people from other countries, and more often. This lesson examines what can be done when faced with customers from different cultures with different communication styles.

Importance of Effective Communication in Customer Service

7. Importance of Effective Communication in Customer Service

Effective communication in customer service is very important. This is not just in terms of dealing with customers but also when dealing with other employees and with the company itself.

Face-to-Face Customer Service Skills

8. Face-to-Face Customer Service Skills

Customer service is an important part of building relationships in business. The use of soft skills will shape the customer experience and play a large role in the decision to return for future business. Learn what these skills are and how to implement them!

Common Barriers to Effective Customer Service

9. Common Barriers to Effective Customer Service

What's holding back your customer service? In this lesson, you'll learn more about some of the common barriers to effective customer service and how each one can impact your business and bottom line.

Coaching Customer Service Skills: Role of the Team Leader

10. Coaching Customer Service Skills: Role of the Team Leader

As a leader of a customer service team, you must have a clear understanding of the communication skills required to provide good customer service. We'll discuss some concepts that are essential to promoting clear communication within the customer service industry in this lesson.

How to Recruit & Hire Customer Service Personnel

11. How to Recruit & Hire Customer Service Personnel

One of the most difficult parts of the customer service industry is the recruitment and hiring process. This lesson explains the importance of hiring the right personnel and the recruitment and hiring processes.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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