Essay Example on Maximizing Customer Satisfaction Through Service Approach

Purpose of Utilizing a Service Approach with Customers

A service approach ensures that customers are more satisfied with the services that the company offers. The plan is a means for building trust with the potential as well as existing clients. The services that the company provides need to focus on creating personal connections with the consumers hence build loyalty. Companies strategies to retain their customers by making the services personalized and customizing to meet the needs. This way, the consumers feel a personal connection to the business and will spread the word to market the company.

Is your time best spent reading someone else’s essay? Get a 100% original essay FROM A CERTIFIED WRITER!

Save 25%

Utilizing a service approach helps to raise the expectations of clients. A business that promotes the culture of the company that demands the satisfaction of customers sees the results in the form of more profits and productivity. Word of mouth is considered a powerful and successful marketing strategy. Companies that invest in training the employees to value the clients can ensure that there is an increase in productivity and more profits without having to invest in expensive marketing and advertising strategies. It is more systematic to have a service approach to customers because it makes them feel valued. All customers get treated as part of the business hence a connection that they are appreciated.

Typical Service Standards and Service Goals for a Retail Business

Retail businesses set their service standard and goals for both the external and internal customers. Examples of these standards include that the company will listen effectively to their requests and take the necessary actions to settle their issues. Retail businesses ensure that they keep their customers informed on their service delivery, especially if there are any delays and for how long. Another standard is for the company to notify the customers of the reasonable process time and what they should expect after completion (Gabler et al., 2019). The business will respond to the questions posed on the website and those of applicants within 24 hours as well as communicate any form of delays that may arise.

The service goals for a retail business include exceeding the expectations of the customer groups. They aim to provide exceptional services beyond what the customers expected. It is also their goal to hold themselves accountable for their service commitment. Another goal of the retail business is to anticipate the needs of the people they serve and proactively work to meet those needs. Retail enterprises aim to be conscious of the way they provide services because they work to ensure higher profit margins for their goods.

Strengths of Employees in Retail Business in Sales and Service

Employees working in the sales and service departments are patient with the customers. There are customers who want to take things very slowly, and it requires the employee to match the pace even when they would like to be faster. These employees are also friendly because the retail industry is people-oriented. The sales associated need to be kind and welcoming to the customers. Being friendly sets a tone of how the business is likely to go as well as earn positive feedback.

Another crucial strength of employees in sales is that they have in-depth and critical product knowledge. This way, they can answer questions from the clients as well as create solutions. These employees have to get hands-on with the products in the business so that they can understand how they work.

Skills Employees Must Demonstrate

Employees need to demonstrate the skill of industry expertise. They should reveal that they are modern shoppers who are well-informed of the interests of the clients and hat they are knowledgeable. This way, they can successfully engage the shoppers and help them make the right buying decision by offering the knowledge they have on the brands. Employees earn such skills through regularly keeping up with everything going on in the field.

Employees also need to demonstrate high-level communication skills ranging from greeting customers, answering their questions, and explaining which one of the products will solve their problems. Employees ensure to develop a presence of mind when they speak to customers. Customer service skills also go a long way in working a customer through the stages of the sale.

Obstacles to Overcome When Using a Service Model Approach

The obstacles with the service model approach for every customer include servicing multiple customers at the same time. However, it is not easy to keep customers on hold because they like quick and fast services. Tackling such an obstacle requires the service provider to explain the hold and make the customers at ease.

Employees have to deal with a service outage or a crisis that includes having a significant volume of inquiries where there are many customers who are frustrated that something is not working. Employees at the service provider desk need to resolve the issue by sending their sincere apologies to the clients. There are times when employees have no solution to the customer's problem and not being able to give a discount when the customer needs it. They have to deal with such obstacles for their service model approach to work.

Importance of Correctly Staffing a Business to Service and Sales Goals

The correct staffing of business ensures that the appropriate skills are utilized at the right departments that need such knowledge and expertise. It ensures that the right people are in place to help the business meet its goals (Imani et al., 2019). The company gets to be clear about the sales goals by making and implementing changes that bring them closer to the goals. The business that chooses the appropriate actions that include developing and utilizing viable solutions for staffing; hence the business gets closer to reaching the target goals.

Correct staffing is associated with proper planning by ensuring that there is sufficient staff to meet the demands of customers. It ensures that the business is running more smoothly and effectively if the management looks for specific qualities in potential employees. Such workers are able to follow the staffing guidelines to the letter.

Actions for Retailers to Drive Service and Sales

Retailers can drive sales by being smart about their sales targets. They need to make sure that they are establishing the right sales goals. Another action for retailers is ensuring that the products are on-point. Retailers need to be aware of their numbers, forecast on the demands, and avoid stock-outs (Nicosia, 2020). These actions impact the purchase experience of customers because they know that the retailer is reliable at any given time. Such retailers ensure to cultivate strong relationships with the consumers and often communicate with them. They also ensure to have enough working capital so that they are never short of funds, especially when it is time to order products.

References

Gabler, C. B., Vieira, V. A., Senra, K. B., & Agnihotri, R. (2019). Measuring and testing the impact of interpersonal mentalizing skills on retail sales performance. Journal of Personal Selling & Sales Management, 39(3), 222-237.

Imani, H. O. S. S. E. I. N., Gholipour, A. R. Y. A. N., Azar, A. D. E. L., & Pourezzat, A. A. (2019). Identifying Components of Staffing System to Develop Administrative Integrity. Journal of Public Administration, 11(2), 251-284.

Nicosia, F. (2020). How to increase sales in retail: Tips for your store. Vend Blog. Retrieved from https://www.vendhq.com/blog/how-to-increase-sales-retail/