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Successes & Weaknesses

Speaking again of the example of Urban Behavior, as I commented in the previous post, the people who work there are friendly but there are many things that need to be worked on in terms of customer service, not because it is bad but because it can be much better. 

Perhaps, being a clothing store, the workers do not believe that it is necessary to have so much contact with customers, since more than anything people go, look at clothes, buy and leave. But good service helps improve people's shopping experience. Showing that you want to help in a pinch or that you care about your customers can often make for better customer service. Some things that could be done to improve customer service could be:

  • Having someone outside to greet and invite people in will help you get more customers and make them feel welcome.
  • Having an employee who is helping, when customers see that employees are looking out for them, helps customers feel comfortable with the store and come back.
  • Be more friendly, the fact of smiling at customers shows that you are really comfortable with your work, and you are interested in your customers having a good service and you want them to come back.
  • Improve service to have loyal customers. Even if they have frequent customers they don't care too much about them, what they could do is pay a little more attention to frequent customers and if they have a more personal service by knowing the name of their customers, that helps customers know feel more important and they are happy to return to the place.
  • Show yourself calm, not so serious since keeping our emotions in control. As customer service workers it is difficult to control our emotions but in this way we can provide better service and make the customer feel better.
On the other hand, the sales strategy is good since, despite the fact that the prices are accessible, it is very common for them to have discounts on some things and putting some clothes at the entrance helps to invite customers to enter.






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