IGNOU Study Notes | BRL-004 CH-4 (INTRODUCTION CUSTOMER SERVICE)

Introduction to Customer Service

Q-1 What to you Understand by customer service?

Ans:- Customer Service:-
→ Customer service is defined as those service performed by retailers/sales-person to fullfill the needs and expectations of the customer.
There are two types of customer service :-
(1) Good Customer Service
(2) Bad Customer Service.

• Impact of good customer service :-
(i) Leaves a positive memory of you and the store
(ii) Meets and exceeds customer expectations
(ii) Creates loyal and returning customers.
(iv) Leads to profits
(v) Positive Publicity

• Impact of Bad Customer Service:-
(i) Leaves a negative memory of you and the sote.
(ii) Does not even meet the basic customer expectations.
(iii) Creates indifferent and non-returning customers.
(iv) Leads to loss.
(v) Negative Publicity.

Q-2 Explain the role of Salesperson in providing customer Service.

Ans: Role of Salesperson:-
(i) Attentive Listening :-
→ The Salesperson Should be able to focus on what the customer is explaining and not what is covenient for him to Understand.
(ii) Positive Attitude:- brf → Maintain a positive attitude helps in effective customer service.
Salesperson should be able to create a positive atmosphere around the customer.
(iii) Clarity in communication :-
→ Salesperson should speaking customer language, using simple language.
(iv) Giving feeling of cofidence to the customers :-
→ The Salesperson should understand the product well and get all the factsfs rightf to be able to give confidence to the customer that he has knowledge and knows what he/she is talking about.
(v) Make customer feel important:-
→ While interacting, he/she should be totally engaged with the customer and his attention should not be diverted on anything else.
(vi) Ability to sooth ruffled feathers:-
→ The Salesperson should have the ability to handle conflicts, if any, in the interaction.

Q-3 What do you understand by the term 'single bagger' and 'double bagger'? Explain wiht examples

Ans: (1). Single Bagger:-
→ Single baggers are people who limit their own development and the development of others.
→ Single baggersf have a negative attitude towads their work, their colleagues, and their surrounding.
→ Single bagger can be prisoners of their own attitudes.
→ They haven't got they strength to move on.
Example-
→ Single baggers use only one bag and do not care whether this one bag will be secure. The groceries are shiffed into the bag randomly, grapes and potato chips firsts, and perhaps bottle of tomato ketchup on top.

(2). Double Baggers:-
→ Doube baggers are people who develop themselves and help other develop too.
→ Double baggers have a positive attidue to life, and deeply committed to their work and their personal life.
They give a smile and friendly remark to customers.
→ They spend their time creating positive result and good relationships.
Example-
→ Like single baggers, double baggers alos have two hands-but they put both to good use. Double baggers make the bag secure with an extra bag. They sort and pack the groceries efficiently and safely.

Q-4 Disucss the importance of customer service for a retailing organization.

Ans: Customer Service is the critical factor for success in business.
→ Our customer service must be better than our competitors if our business is too attract and retain customers.
→ Doing everything possible to satisfy the customer.
→ Making decisions that benefit the customer.

An excellent customer service likes:-
→(i) Making customer feel special, giving them the imperssion that they are your priority number one
→ (ii) Giving every customer a memorable experience, ensuring they will be pleased to return to you next time.
→(iii) Treating every customer with respect.
→ (iv) Anticipating and exceeding customer expectations, giving them something extra to remember you by.
→ If we satisfied the customers than they will become a loyal customer which helps to increase our business.

Q-5 What are the key points to be considered by you for effective selling via customer service?

Ans: Following are the points to keep in mind for effective selling via Good Customer Service.

(i) Ownership :-
→ The mantro for good customer service is owenrship. This means:-
→ Take pridem be a great team players, be knowledge about things you sell, so that you can answer queries such as how does it work what does it do?

(ii). Own Your Space :-
→ Keep it clean
→ Organized, and
→ Well Stocked

(iii). Own Your Appearance :-
→ Be clean.
→ Be presentable,
→ Wear clean well ironed uniforms,
→ Smell good.

(iv) Own Your Beheviour :-
→ Smile, welcome customers.
→ Provide information, answer the queries and solve problems.
→ Maintain positive body language.
→ Be friendly with customers.

(v) Own Your Customer :-
→ Providing quality products & services.

(2). Promises :-
Some customer- service promises that each employee can use:-
→ (i). "I promised to treat customers the way i would like to be treated".
→ (ii)."My most important job is to make sure the customer comes back".
→ (iii). "I promise not to make personal phone calls when I am working."
→ (iv). "I promise to say 'Thank you' to all customers."
→ (v). "I understand that I am empowered to solve customer problems."