RMG 200 Lecture Notes - Customer Service, Salse, Aisle

• School: Ryerson University
• Department: Retail Management
• Course: RMG 200
• Professor: Brent Barr

Document Summary

Encourages service providers to tailor the service to meet each customer"s personal needs. Salse associates in specialty stores help individual customers locate appropriate apparel and accessories. Harry rosen does customer service with a stylus. Standardization approach: an approach used by retailer to provide customer service by using a set of rules and procedure so that all customers consistently receive the same service. Store or website design and loyout also play an important role. Providing high quality service, particularly customized service can be very costly. Savoy hotel had high level of personal attention but it was very costly. However, in many cases, good customer service can actually reduce costs and increase profits. Retailers need to consider the costs and benefits of service policies. The easy return policy is an important selling feature for the department stores. Customers will put up with a lack of other services, but the return policy is an established expectation and changing this liberal policy is difficult.