Checkout
When I go to a register to check out, I want to pay quickly and go….I don’t want to wait in line! Do you think that retail stores sometimes make trade-offs between optimal customer service and their bottom lines (profits)? For example, might a store decide to forego adding more check-out staff (causing the check-out lines to be longer), in favor of realizing reduced labor costs and thus higher profits? What do you think? Is there a balance that stores should strike between reducing costs and providing good customer service?
Delivery and Competitive Advantage
Discuss how the internal customer should be treated in a customer-centric organization. How does treating internal customers help incur competitive advantage. Give some examples.
METRICS
Consider an organization where you do business. This could be a retailer, airline, online business, or any organization that is of interest. Discuss your customer service experience with that organization and how the company might improve that experience by measuring the customer experience. What metrics should they measure and how would they go about obtaining the information?
Given the readings and assignments in the course, Customer Service, Check-out, Delivery and Competitive Advantage and Metrics identify and briefly discuss two concepts that you believe are best applicable to your professional discipline.
Discuss Customer Service and Metrics
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