What annoys you most about shopping? I was tuned into GMTV early one morning to listen to a great article on Customer Service. There was some really interesting facts. So few businesses really think about customer service, yet we all experience and complain about poor service. Poor service is just about becoming the norm. This also brings me to think about a Blog Entry on Eric Flannigan (Business Consultant) web site. Eric has some interesting thoughts on competing on service.
GMTV Wed 5th Nov 2008
Mintel’s “customer service in retailing”
Checkouts queues are the most annoying aspect of shopping in British stores, a customer survey says.
Three in five people (61%) say unstaffed checkouts are a major factor in poor customer service.
More than half (56%) of shoppers get irritated by the lack of staff available to help, according to researchers Mintel.
Shop assistants’ poor attitude to customer service is a negative factor for 58% of nearly 2,000 adults questioned.
One fifth (22%) of respondents have stopped using a retailer because of poor customer service.
Mintel senior retail analyst Neil Mason said it was false economy for stores not to have enough staff on the shop floor at peak times.
“Not only is goodwill being risked, but sales will be lost as customers will simply abandon their purchases rather than wait in a long queue to pay,” said.
A friendly welcome from staff and good product knowledge are named the two aspects of customer service which shoppers find most important in Mintel’s “customer service in retailing” report.
Putting customers first is a well-used mantra by retailers seeking to remain closely connected to what customers want. But, how good are multi-channel retailers at listening and incorporating what they hear into their service offer?
This report assesses how retailers are delivering service through stores and online, and identifies which retailers are perceived by shoppers to be performing well on customer service delivery. It provides an assessment of the attributes of the shopping experience that consumers see as being important, and provides insight into how retailers can improve their service delivery on these attributes.
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