FM 262 Lecture Notes - Lecture 9: Sentiment Analysis, Customer Service

• School: FIT
• Department: Fashion Business Management
• Course: FM 262
• Professor: Jean Jacullo

Document Summary

Customer service: set of activities and programs undertaken by retailers to make the shopping experience more rewarding. Personalized service: service providers tailor their services to meet each customer"s personal need. Standardized service: establishing a set of rules and procedures for providing high-quality service and ensuring that they get implemented consistently. Five customer service characteristics: reliability, assurance, tangibility, Reliability: ability to perform the service dependably and accurately, such as performing the service as promised or contracted or meeting promised delivery dates. Assurance: knowledge and courtesy of employees and their ability to convey trust and confidence. Tangibility: associated with the appearance of physical facilities, equipment, personnel, and communication materials. Empathy: the caring individualized attention provided to customers. Responsiveness: provide customer service personnel and sale associates that really want to help customers and provide prompt service. Gaps model for improving retail customer service quality. Sentiment analysis: asses the favorableness (or lack of) in their customer"s sentiments by monitoring these social media.