Importance Of Quality Customer Service In The Philippine Retail Industry

932 words - 4 pages

The Philippine population has reached 76.5 million as of May 2000 with an average annual growth of 2.36% according to the National Statistics Office (NSO). The biggest expenditure of an average Filipino family is on food and beverage. Thus, food retail outlets still form the bulk of retail outlets in the country. Although retailing may sound a lucrative business nowadays, entrepreneurs have to regularly reinvent and introduce new concepts to survive the stiff competition.

The number of retail establishments in the country is estimated to be over 400,000.However, most of these are home-based industries. These small and medium scale businesses lack the financial resources to implement the necessary improvements or expansions. To keep up with the "giants" smaller traditional retailers must stay competitive. One of the keys to obtain a firm footing despite the difficult environment without too much expenditure is by giving importance on customer service. If customers are not treated properly, businesses are likely to lose them. Quality customer service could dramatically improve customer loyalty, costumer count, employee efficiency and consequently sales.

Customer service is the ability of an organization to constantly and consistently give the customer what they want and need. If a particular business could provide these, customers are apt to return and do business with the certain company again. However, more local and international businesses are being opened. Consumers are becoming more aware of the unlimited choices of best goods and services at the most competitive prices around.

Customer service is already offered by most of the retailers in the country. A company must then go beyond the traditional way on how to go about customer service. It should cover areas that do and do not come in direct contact with the customers. Entrepreneurs should provide both tangible and intangible services to their customers. The entire enterprise must pull together to provide quality customer service.

Tangible services include the quality of the product, the services offered and the competitiveness of the prices. Intangible services are how one is able to please or satisfy the customer. To be able to obtain the intangible services, one must understand what quality customer service is.

Quality customer service is about exceeding the customers' satisfaction. It is about building long lasting relationship with the customers. This could be accomplished by setting good impression to the customers. A genuine greeting with a smile as the customer enters the store will be more appreciated than by mechanically greeting customers like what is usually observed in popular food chains and malls in the country. Making the customers feel that they are important by tending to their needs not only satisfy them but could also help improve employee efficiency and eventually complete a sales transaction. According to Albrecht & Zemke (1985), The average...

Find Another Essay On Importance of Quality Customer Service in the Philippine Retail Industry

The importance of customer satisfaction in service organisations

2836 words - 11 pages Explain the importance of customer satisfaction in service organisationsThe aim of this essay is to explain the importance of customer satisfaction in service organisations. Clear meaning of the customer satisfaction has been provided along with the causes and results from the effective implementation. J. Heskett's "service-profit chain" model has been used in order to understand the relationships between profitability of a service organisation

Measuring a Hotel's Quality of Customer Service

660 words - 3 pages Measuring a Hotel's Quality of Customer Service It is quite difficult to measure the quality of a service, because the satisfaction of the customer depends on many intangible factors and psychological features. The principal methods to evaluate services are: SERVQUAL, Gap Analysis, Tolerance zone and Walking Audits. We are going to explain this methods and study if we could apply them to the hotel

The Importance of the Retail Industry to the World Economy

866 words - 3 pages Executive Summery The retail industry is a very important part of the world economy. “Variety can be categorized by different level of service, and generally fall into one of the following categories: discount department stores, wholesale clubs, supercenters, hyper marts, and so-called category killers” (Variety Stores). A retail business operates in a fixed market location selling goods and service for consumers. The retail industry buys goods

Service Quality in the Tourism and Hospitality Industry

2702 words - 11 pages There are so many research studies that have been conducted relating to service quality and customer satisfaction as this topic has been the centre of attraction in the service industries. Both these words play an important role in determining the competitiveness and the survival of an organisation in the tourism or the hospitality industry. The following chapter commences with a brief look at the tourism industry, followed by the definition and

Importance of the Service Industry to the Economy

2038 words - 8 pages Importance of the Service Industry to the Economy At the time when the economy was developing apace and the significant change on economic structure was progressing, the importance of service industry in economic system has been increasing steadily so to become one of principal drivers for most countries economy development, e.g. In the United States, 78% of the GDP is attributed by service industry[1]. Due to such kind of tendency

Strategic Quality Management and Customer Service

1368 words - 5 pages Strategic Quality Management and Customer Service PAGE \* MERGEFORMAT 1 Strategic Quality Management and Customer ServiceUniversity of PhoenixStrategic Quality Management and Customer ServiceQuality is considered one of the most critical and key components in business today. The difference between an adequate or just satisfactory quality and a product that has an outstanding and superior quality can be the factor that pushes the business ahead

Case study: Managing Customer Quality Service

1673 words - 7 pages survey. A satisfaction survey is an important tool for business to collect customers' opinions and points of view, and it also gives the insight of what most customers want and expect. Therefore, the questions in the survey need to focus on the various aspects of quality and customer service. Once the survey results are collected, it is necessary to analyse and identify each one of them and finally applies to the newsagent where it is necessary

(1) Importance and difficulties of quality in service marketing (2) Benefits of relationship marketing

1564 words - 6 pages Assessment Item 2 - Individual essayService sector has been the major growth industry and service economy has been a major growth driver in many economies in late 20th Century. In 2009 services represented 76% of Australia's GDP and service industries employ 85% of Australian workers. Given the rapid growth of service industry, offering superior service quality is the most important issue to all service companies. Quality service has positive

The Influence of a Hotel Quality of Service and Image and its Effect on Tourism Customer Loyalty

1636 words - 7 pages longer customer satisfaction, but customer loyalty, that constitutes the dominant factor in the success of a business organization. The increasing sophistication of customers’ demands also poses a challenge to the development of customer loyalty in the service industry (Kirwin, 1992). Modern consumers demand high-quality products and services and exhibit a low tolerance for products and services of mediocre quality. This has been an ever-increasing

The Importance of Control in Quality Management

1413 words - 6 pages 1IMPORTANCE OF CONTROL IN QUALITY MANAGEMENTImportance of Control in Quality ManagementTanner DewaldTexas A&M University- Central TexasAbstractMy research contains the importance of a quality management system (QMS), the elements that make up a QMS, why controlling skills are important to the QMS, ways control can be used in management, and common ways of how control is lost in your department. Sources were found in textbooks, periodicals

Gap Inc.: Analysis of the Retail/Specialty Retail Industry

3594 words - 14 pages ever-growing market, staying in touch with their customer and moving forward with their product, this company has proved themselves as a company to contribute to the competition of the retail industry.With an environmental analysis of the retail/specialty retail industry, it is discovered that culture trends are on a shift with the introduction of the Internet. People's lives continue to grow in business and industries alike must shift to ease the

Similar Essays

Customer Service In The Retail Industry

2506 words - 10 pages customer service is welcomed and greatly appreciated, it does not play a major role in determining whether or not they will shop at a particular store.Overall, it was found that customer perceptions of service quality in the clothing retail industry were satisfactory. Most consumers surveyed found that customer service in general met their expectations, but the service rarely exceeded them. If a salesperson went out of their way for a customer, this

The Importance Of Providing Quality Customer Service In Today's Economy

1079 words - 4 pages quality customer service means meeting the material as well as the emotional needs of a customer before, during and after the initial purchase or contact and having sufficient processes in place where the same level of service is provided consistently. In other words, it is adopting the quality mindset as more of the company culture and part of the normal business practice rather than the exception. Meeting the material need is usually the

Importance Of Customer Service Essay

1034 words - 4 pages IntroductionNowadays, many medium sized service companies have appeared in our market society. What factors have led them to success? Of course, the most important one is doing as best as they can on customer service. Customer service is not only a quick table wipe and a glass of ice water. There are many mechanisms to control it. In this essay, I am going to describe the importance of customer service, and then I am going to talk about how

Importance Of Customer Service Essay

623 words - 2 pages Importance of Customer Service Introduction Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just
[HorribleSubs] JoJo's Bizarre Adventure - Golden Wind - 10 [480p] mkv | Capture card (not tuner card) from HDMI source to a Channel on Plex | The composition of the wedding rings, wedding, wedding preparation