The Body Shop has different kinds of services that are being provided to their customers. They are customer reviews, deep selection, display of merchandise, personal assistance in selecting merchandise and signage to locate and identify merchandise. For customer reviews, the customers of The Body Shop can give feedbacks to the staff immediately. There is an alternative way, which is by phone calls or even emails. The email address is located at the URL: http://www.thebodyshop.com.sg/en/contact_us.aspx. They always welcome suggestions or any form of feedbacks. Secondly, it is deep selection. For the products available, each category has a deep selection, from make-up, skincare, men’s products, fragrance and hair. An example for make-up, there are different types of products that can be chosen. They are different types of selection that customers can choose for lip, eye, face and lips products. Each category is available in deep selection. Example for eye products, there are different tones of eye shadows, different colours of eye brow pencils and eye liners to be sold to customers.
Thirdly, The Body Shop displays their merchandise easily for customers to identify according to their categories. New arrivals and products on demand are usually highlighted in the store. This can trigger the customers’ interests to look around and purchase even if they do not really need them. The merchandise is displayed nicely in the store, according to their categories. Signages are placed to let the customers know what promotions they are having in the store. Other than that, items on discounts are notified by the customers too. Signages will attract them, even when they are just passing by the store, not intending to enter them. Lastly, personal assistance is provided to the customers. The staffs are always ready to help them when it is needed. According to experience, they will ask questions to know more about what the customers are finding. After that, recommendations are given to which selection is better according to the smell or result of the products.
They provide service whereby customers can get faster information, like which one is more popular or better for them by the staff. Customers will feel welcome as well and do not feel lost in the store, as the choices are being narrowed down to certain types of products by the staff. Every staff has the same type of approach to customers as they are trained before starting on the job. This will not differentiate customers. However, it will only meet but not exceed expectations.
A good customer service provides clear definitions to the employees. The description
of the service must be clear so a standardized service will be given to the customers of The Body Shop. Mystery shoppers will grade the outlets. This is according to how the service is being rendered in the store to customers.
The first communication method that is being used by this retailer is paid and impersonal. This can be by advertising. The advertisements for this retailer would usually be seen at bill boards or on the internet. Sales promotions will be held if they care clearing the stocks. The items would be much cheaper and it is usually conducted in the open space near the outlet in that shopping centre. Secondly, it is unpaid personal. The customers will spread the news through word of mouth, negative or positive. It will reflect on the retailer whether the customers are happy with what that is being provided, such as service or information given.
Thirdly, The Body Shop displays their merchandise easily for customers to identify according to their categories. New arrivals and products on demand are usually highlighted in the store. This can trigger the customers’ interests to look around and purchase even if they do not really need them. The merchandise is displayed nicely in the store, according to their categories. Signages are placed to let the customers know what promotions they are having in the store. Other than that, items on discounts are notified by the customers too. Signages will attract them, even when they are just passing by the store, not intending to enter them. Lastly, personal assistance is provided to the customers. The staffs are always ready to help them when it is needed. According to experience, they will ask questions to know more about what the customers are finding. After that, recommendations are given to which selection is better according to the smell or result of the products.
They provide service whereby customers can get faster information, like which one is more popular or better for them by the staff. Customers will feel welcome as well and do not feel lost in the store, as the choices are being narrowed down to certain types of products by the staff. Every staff has the same type of approach to customers as they are trained before starting on the job. This will not differentiate customers. However, it will only meet but not exceed expectations.
A good customer service provides clear definitions to the employees. The description
of the service must be clear so a standardized service will be given to the customers of The Body Shop. Mystery shoppers will grade the outlets. This is according to how the service is being rendered in the store to customers.
The first communication method that is being used by this retailer is paid and impersonal. This can be by advertising. The advertisements for this retailer would usually be seen at bill boards or on the internet. Sales promotions will be held if they care clearing the stocks. The items would be much cheaper and it is usually conducted in the open space near the outlet in that shopping centre. Secondly, it is unpaid personal. The customers will spread the news through word of mouth, negative or positive. It will reflect on the retailer whether the customers are happy with what that is being provided, such as service or information given.
Done by: Farisa.
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