Customer Service Environment Analysis Paper

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Using what you've learned from the interview and your research, analyze the customer service environment at this company. How can customer service be improved? What are your recommendations to this company based on what you've learned? One of the major characteristics of a retailing business is direct contact with the ultimate consumers. There are so many factors that make retailing business a success. There are factors other than prices like good location, good employees or sales person and good customer relation. Prices alone do not drive business results in retailing. It is more than prices, one of the most important among these factors is good customer relationship. I used to work at Payless Shoe Source for three years as a sales person…show more content…
The sales person will call up to put on hold for 24 hours the shoe with the correct size. On top of this, the sales lady will even give the customer a computer-generated coupon of $3 dollars to be used by the customer when the shoe is picked up. All these are for the satisfaction of customers. This is what transpired in a Payless shoe store environment everyday. Sales persons are busy offering the customers different kinds of shoes. The store cares for all the members of the family especially with the kids and children. Parent customers are happy when their kids are taken care of. This is the reason why in every Payless store is a television set with CDs on cartoons and Nicolodeon videos. The policy of Payless is to make every member of the family…show more content…
Its service goes beyond profit. The ways it treats its customers, taking care of even the kids mean so much to the parent customers. The store values the basic foundation of society which is the family. In fact, when I was working there expectant mothers were given pair of shoes babies to be. This what makes Payless unique in many ways. In so far as customer service is concerned, Payless can be on top of the line. Customer relationship still has a room for improvement. Payless is not an exception. Payless normally occupies just not so big a space that optimization of sales persons is limited. Opening and closing the store and staffing up beyond a certain point create a crowded, uncomfortable space and environment for customers. Space is very important because physical environment plays a major role in the success of the business. Payless customers come in families and extended families. It is very important that enough space be provided for them to allow for more

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