Chapter 6: Customer Service

What you will Learn

• The importance of valuing customer satisfaction above short-term profits.
• The value of long-term customers.
• Customer service begins at the top.
• The value of customer complaints.
• How to listen to your customers.
• How to measure customer satisfaction.

For retailers, customer satisfaction ultimately determines success or failure. Everyone knows that providing customer service is essential. The problem is that most people talk about it, but fail to achieve any real results on the service front.

Generally, the problem is one of focus, understanding and commitment. Let's look at how you can produce substantial service quality gains in your store.

Chapter 6

Customer Satisfaction Before Profits?
Service Begins at the Top
Seek Out Customer Complaints
The Other Customer ... Your Staff
Listen to your Customers
Develop Service Skills
Your Refund Policy
Measuring Customer Satisfaction
Summary
Case Study: Customer Service