MAT 114 Lecture Notes - Lecture 12: Customer Relationship Management, Layaway

• School: University of Kentucky
• Department: Merchandising, Apparel and Textiles
• Course: MAT 114
• Professor: Morgan Clark

Document Summary

Customer service: high-quality service meets or exceeds expectations of customer, relationship retailing attract, retain, & enhance long-term relationships with customer, develop by offering, financial benefits, social benefits: Relationship retailing: customer relationship management (crm)- technology infrastructure that collects data on the customer. Pre-transaction, transaction, post-transaction: transient customer dissatisfied with customer service. Most important factors in this stage: convenient hours. Services provided to customers when shopping & transacting business. Dwell time amount of time customer must spend waiting to complete a purchase! Dissatisfied with service or product: proper handling of this makes a difference in retailers. After purchase: merchandise returns, servicing, repair & warranties, delivery, post sale follow up. Determining customer service levels: retailer"s characteristics, the store location, store size, and store type, competition, must provide same services or substitutes, type of merchandise, can be an indication of the types of services offered.