About This Chapter
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
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.
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.
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.
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.
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.
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.
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.
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!
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.
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.
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.
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