Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis.
The marketing helps the operation manager in planning, organizing, budgeting, to make the project successful. By the marketing activities the company learns the customer behavior such as what’s trend is going on, competitors behavior etc. it is very helpful for the operation managers to identify the unmet needs in their production for the targeted customers. It’s necessary to know the customer’s needs because if the product meets all the requirements of the customers, then they make demand which is necessary for the company to maximize as a profit. The sales department is a key ingredient in company to make a long term relationship with customers.
The Customer Service Department of a Business Customer service, a department within a company, which tries to ensure that customers are happy, both with the goods or the service the business/company is providing, also the manner in which the manner they are served by employee's and the company approach towards them. All businesses need customers to buy their products and services. In order to do this company's and businesses must treat customers respectively so that'll encourage them to buy their products or service. As more and more companies compete for customers business, businesses must provide a high-quality product or service that is safe and reliable, does what it's suppose to, and offers good value for money, but during this they must ensure that a high standard of service is provided for the customer. If a poor customer service is provided it is likely that the customer will take their business elsewhere, this could be due to poor staff, or just general lack consideration for the customers needs.
Pick n Pay is constantly changing to suit the wants of the customers and make it a friendly environment for everyone to be in. Forms can be given to our customers either at the store or online that can be filled in for customers to give their opinions on the stores and customers can include suggestions of how to change the store or improve it to make it easier to get any goods. Is the Pick n Pay staff professional and friendly? Yes as at Pick n Pay all employees must have values that suit the business; these values are things like honesty and integrity. Our staff is taught that it is an honour to work in each separate community and that they must serve that community in return to the best of their abilities.
In a retail store, customer service is the most important part since it is related to image, profit and competitive advantage. Second, I am good at assimilating information. There are over thousands of products are placed in there and need to remember them, such as brand name, basic functions and product placement which aim to solve customers’ problems immediately. Third, I am integrity, practical logic and tireless dedication work. Each employee must be honest because of personal integrity.
One of these programmes is Corporate Social Responsibility CSR. This is the programme where our company goes direct into the community and supports those who are really in need. By doing so we make sure that we build strong relationship with our customers By offering the lowest price products make the consumers believed in us and creating the strong relationship with the customer value. CONSUMER BUYING PROCESS There can be many things that might factor into the want to buy something. There are many steps that a customer takes before actually buying a product.
Customer intimacy is something that many stores lack but when you get a store that makes you feel like they want you there, they know you, or they want to help, customers want to buy and refer friends. CRM system give businesses the tools to succeed because they can target and tailor products to certain customers. It helps to lay out the stores in a way that is appealing to the most customers and make certain products easy found. These systems also make it easy to fix any issue that customers have had, by making customers service easier to maneuver and with better outcomes. – Customer relationship management systems are key to providing all customers with exactly what they want when they want it.
INTRODUCTION In the current market every organization are trying to determine a way and maintain competitive advantage over the other organization in the same industry. The organization tries to prepare the products that satisfy the needs of customers to the maximum. After the production process is completed, the organization implements the marketing strategy to make the product reach the customers. Selling is a key part of any successful business, and most people will find that they need to use sales skills at some point in their working life – if only to persuade or win an argument. (P1.2) Buyer behavior and the decision making process in different situation.
Marketing management is a significant tool of companies striving to succeed by satisfying the most desirable needs of a consumer. It is the art and science of choosing target markets and getting, keeping, and growing customers through creating, delivering, and communicating superior customer value (Kotler & Keller, 2012). Though people tend to primarily think about themselves and how to achieve the highest possible outcome according to the basic microeconomic theory, marketing suggests that consumer needs should be taken into consideration in order for the company to prosper. Firms use different kinds of measures to attract the customers and sell their products at reasonable prices. However, the producers often put too much effort into advertising and presenting their goods thus selling them to people who do not actually require that particular kind of commodity this way artificially creating a need for the customer.
The challenges that retailers may face are customer service, low inventory, store appearance, and brand selection. For JC Penney it’s important to put the customer first and make the customers shopping experience a memorable one. Customer service is always mentioned through coaching to employees because the customer’s worth means a lot to JC Penney. JC Penney strives to greet and help the customer find exactly what they are looking for, or something similar. Adding value to a customer’s shopping experience is more likely to keep the customer coming back then giving poor service.