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Argos and Harvey Nic

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Introduction

Introduction In this assignment I will be writing about the difference between customer service and selling skills i will also be describing why customer service is essential in retailing, the two organisations that i will be looking at is Harvey Nichols and Argos, i will be looking at how they offer customer service in these two organisations. Definition of customer service and sales Customer service is the skill to provide a service or product in a way that is satisfying the customer needs, while the definition of sales is the exchange of goods or service for a quantity of money. Why customer service is essential in retailing? Customer service is the key for a successful business because without customers there's no business. Good customer service is a vital element in retailing because if a customer feels that the organisation has valued them then they will come back again and again and also they will recommend other people about the business and how it values its customers. Good customer service is important because it not just customers who benefit from good customer service, staff to for the reason that they will be more motivated to work for an organisation that offers excellent customer service. ...read more.

Middle

Argos does not train the staffs about selling skills and excellent customer service because they believe that the customers should have the choice of buying products without being persuaded to buy it. But they give a customer service book to the staff. Every shopping centre has an Argos retail shop but they all have different store formats it is not like Tesco where all Tesco stores have the same store format where customers know where each product is, the reason that every Argos has its own store format is because as I already mentioned Argos does not have the products they sell at the store the products are kept at the back of the store where the staffs working the get the product that the customer orders. Argos offers after sales service for the reason that customer have a peace of mind if the product they have purchased gets faulty and also Argos offer after sales service because every retail shop in the U.K offers after sales offers. Harvey Nichols Harvey Nichols was founded in the year 1813 in London; it is an upmarket department store which sells the following products: Harvey Nichols is the well known retail shop for upper class people, so for this reason Harvey Nichols shop offer a high standard of customer service. ...read more.

Conclusion

* Training the staff who offer help and product information Harvey Nichols makes sure that all staff working on duty have a full depth knowledge on the product that they are going to sell this is because if the staff don't know that much information about the product then it will be difficult for the staffs to persuade the customer to purchase that product * Offering after sales services Harvey Nichols offers after sales service so that the customers feel that they can get support whiles not even in the store, after sales service is offered through phone and e-mail also Harvey Nichols offer this service so that when customers but products they have a peace of mind that they will get support if any goes throng with the product that they have brought All these things that I have mentioned is part of the customer services they offer these service so that the customers feel that what they are paying is worth it , they also offer these service so that they can gain more customers. If Harvey Nichols was not offering these service that I have mentioned then they would not be offering good customer service. Reference http://en.wikipedia.org/wiki/Harvey_Nichols http://en.wikipedia.org/wiki/Argos_(retailer) ?? ?? ?? ?? Said Al P3 Unit 41 ...read more.

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