Customer Service…

Are we being served? A lot of hype has been created about big retail chains entering and eating up pop n mom format stores.

the question lies somewhere else..Are the small format shops caring enough to retain the customer. I wanted to buy a sweater so my trip to a local shop …

the gentle(?)man on the counter saw me as alien. clearly i disturbed his lunch hours. I had to gaffe through the stuff myself and he had the reluctance visible on his face.

I had to leave the store without buying..Did not get anyone who could serve me . the owner was not curious about my departure ..

I don’t mean that all big chains do serve but do small formats bother as much.

Is it time to shift customer service focus to 4 C’ instead 4p”? Product, Promotion, Price and Place needs to be redefined and become Customer value, Customer Costs, Customer Convenience and Customer communication.

Tags: , , , , , ,

This entry was posted on Monday, January 19th, 2009 at 9:12 amand is filed under Customer Service. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

3 Responses to “Customer Service…”

  • Abhishek Says:
    January 19th, 2009 at 10:18 pm

    Nice one. I am perplexed everyday with the customer service of various companies I deal with. For the records wherever my wife goes for shopping some incidence will happen for sure which will make her frown. I am kind of calm person so I generally do not get stressed easily so I make fun of her on this. But on the serious note there is something wrong with customer service in every segment of our country. I guess it is pace of industrialization which is far far greater than the creation of trained workforce or civic sense of our people.

  • eklovya sharma Says:
    May 7th, 2009 at 4:06 am

    Its a wonderful post. Probably, the enormities of retail stores have inundated customers.
    I am not sure how many people like the extra attention that store/floor executives give. I personally have hated it. Here its also imperative to take male and female buying behavior also into consideration. I think males normally know what they want very explicitly. And just need to be guided.

  • Rama Says:
    May 10th, 2009 at 11:21 pm

    Hey Eklovya,

    Thanks. I have found that it is not gender specific.I take 10 mins to buy two shirts and my male friend and my brother takes 35 mins to pick up a jeans they want to try..buy comes later.

Leave a Reply