Information provided by the Federal Trade Commission and the National Association of Attorneys Generaland information collected from telephone billing has found that requiring the entry of credit card information will decrease the likelihood that a customer will enter a transaction by a factor of 3 or 4.
Hundreds of popular companies, most notably Inteliuswill, in an effort to increase the profit of the transaction, provide something to the consumer immediately after the purchase on the site.
The various services provided by retailers to customers can be grouped under three categories; pre transaction, transaction and post transaction services. Transaction services are delivered to customers while they are shopping at a store. These impediments occur if the metrics are not well defined, if the metrics are conflicting, not understanding the trade-off issues and failure of the firms to recognize industry shifts and changes in competitive environment.
Another practice is to deliberately avoid informing consumers that they have multiple memberships, even when they call to report one such membership.
Over period studies have shown that market share captured by offering product feature has declined while the share captured by a customer service continues to increase. In this chapter we touched upon various aspects of customer service from the perspective of supply chain management.
Impediments to implementing effective customer service strategy always exist. These elements establish a climate for good customer service and include: Post transaction elements These elements represent the array of services needed to support the product in the field: Consumers are typically provided with cash back for simply pressing a confirmation button.
Providing superior service has always been a complex and challenging job for retailers. Overview The ultimate aim of supply chain management is to satisfy the needs of the end-consumers.
It also identifies high cancellation rates as evidence that these subscriptions were unwanted. They are product availability, operational performance, and reliability. Firms should strive to overcome these impediments as they decrease the effectiveness and efficiency of the supply chain.
Retailers can close the gap by finding out customer expectations, establishing standards for delivering the expected service to customers, providing instrumental and emotional support to service providers, and communicating the merchandise and the service offerings to customers in a realistic manner.
Call out time-how long does it takes for the engineer to arrive? System flexibility-can the system be adapted to met particular customer needs? Losing a customer costs a lot to the company.
One of these efforts is using scripts, which are in place in order to minimize the amount returned to consumers and refused to refund, unless the consumer specifically demands a refund.Hence, customer service depends on the phase of the transaction it is passing through.
There are three phases associated with the exchange process. The degree of importance of each phase varies with the organization and depends on the product and customer requirements to.
The components of Customer Service Delivery The pre and post-transaction elements of CS () - Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria - Journal of marketing 70 (3) Fall.
Customer Order Management Pre-transaction. Post-transaction marketing is a deceptive marketing practice used by many companies, It also presents companies' training scripts for customer service staff response to such complaints, especially those from individuals unaware of their enrollment.
It also identifies high cancellation rates as evidence that these subscriptions were unwanted. Post-Transaction Service. Good customer service continues after the purchase transaction, consumers expect a quality after sales service for product failures, complaints and questions/queries.
Post transaction service will determine whether consumers buy from a firm in the future. The various services provided by retailers to customers can be grouped under three categories; pre transaction, transaction and post transaction services.
Convenient store hours and information availability are the most common pre-transaction services offered to customers. The pre-transaction phase is a creation of the service platform to serve the customer, so as to build credibility in the market and rate a good image among the existing and prospective customers.
This is an important phase of the exchange process, which will help to mold the organization toward customer orientation and in turn influence the perception of the firm in the mind of the customer.Download