Studies On The Customer Service Of China Wal-mart Supermarket

Customer service is the most important work in the supermarkets.the custtomer service quality directly affects the future of the supermarket.and therefore more and more attention given to the entire industry. In the supermarket industry competition, customer service competition will become mainstream. Therefore the domestic industry should be aware of this point as soon as possible and to the international advanced enterprise learning customer service experience, combined with its own characteristics to create their own service atmosphere and service culture. This article to Wal-Mart supermarkets, for example, first analyzed customer service for the importance of the supermarket. Customer service is the enterprise customer value to aim, in commodity prices, sales and services for the convenience of customers as a principle of customer satisfaction across the entire operational activities. Customer service is not just customer in shopping malls in the buying process, but also includes customer purchasing your goods after the service, as well as shopping for customers to adjust the environment and equipment to meet customer needs, also includes and customer communication and understanding between services. For a team, the service is a team in each person's job, rather than some professional departments. Good service first to service a good team of internal customers, as long as you do this, they will only be a good external customer service. Internal customer service quality have a direct impact on the external customer's service, this is a "ripple effect". In recent years, the importance of customer service is becoming more and more attention. Whether it be business or customer, are aware of our customer service is a new product of the value of the extension. From the enterprise perspective, good customer service to improve the product's own value to win more development space. Wal-Mart's customer service strategy is the key factor in the success of any establishment, from its early with a customer-oriented customer satisfaction objectives in development, and today those traditions are inherited down the formation of a Wal-Mart culture today. This article focuses on the core concept of customer service. The customer is the real boss ", this sentence is simple, but one of the implications of the profound philosophy. During the training of staff often affected by such a consciousness: our income is given by the customer, we are able to operate because customer support our supermarket, like our service. That's why I said service to our customers is at the service of the boss, to treat customers like yourself as the boss. Have an idea, when the service staff enthusiasm will be greatly strengthened. This statement reflects our customer-service style of the wizard. Want to make the customer as a boss, one of the ultimate goal is to achieve customer satisfaction this strategic objective. From the service marketing in terms of profound theoretical basis. The customer satisfaction as the prime target of customer service. The customer is always right ", in many Wal-Mart stores are hanging such slogans: 1. the customer is always right; 2. customers such as errors, please refer to article 1. This is the principle of the supremacy of Wal-Mart customers a vivid portrayal. The customer is always right this sentence a customer an attitude, because companies can experience to customers is an important market for the services of marketing. When the Mall lose a customer when loss is more than just these, there are more potential business opportunities will also be lost. Wal-Mart service principles are the main principles of the 3 m smile, "sunset" in principle "," beyond expectation ", these are all Wal-Mart, follows the principles of service for a long time. These principles sounds simple but wanted to do was not easy, and every principle behind with deep operating principle. For example the 3-metre smile principle ", whenever you are three m encounter a customer, you will look at his eyes and he greeted at the same time asking you to do something for him. This principle domestic supermarket industry can do so much, because in deep thought consciousness reaches a certain height, does not correctly recognize the importance of customer service and the true meaning. The principle of "the experience of the sunset is a Wal-Mart felicitously working attitude. It is a reflection of the force. The so-called executive force, referring to the implementation of the strategic intention, complete the intended target. Is the business strategy, planning, become real profits, achievement of key factors. The execution of content contains complete task ideas, the ability to complete a task, the task to be completed. "Beyond expectation" refers to the customer by offering a wide range of services to more than the customer expected high point, which could increase customer satisfaction. Wal-Mart founder Sam Walton·have repeatedly said, "excellent customer service is our distinguish it from all other features of the company. He said: "to ensure that we are dealing with something they need-and more services, let them know that you pay attention to them. "When a customer's perception of service beyond expectation, the customer will surprise; when the perception and expectations are equal, the customer will feel satisfied; when perceived below desired, the customer will find the service is not acceptable. When customer satisfaction reaches a certain level become loyal customers. Wal-Mart has a larger set of strict standards, in each of the links are very detailed. Including pre-sales services, sales and after-sales service, complaint handling, each standard out certain professional standards, out put the customer first. Wal-Mart supermarket for consumers and colorful pre-sales services activity, promotion, supporting sales, customers, afternoon tea, etc. are good customer proximity distance. The sale of services is best demonstrated by service personnel professional link, for this part of Wal-Mart has developed a very detailed criteria, embodies the characteristics of the detailed service. High quality and high standard of service you need to have high-quality staff, enable employees to maintain good customer service required long-term work. At Wal-Mart, in order for staff to have a good mind to face customers, has an extensive range of services security policies every day. These policies are fully embodies the Wal-Mart in human resources in the areas of human-centered approach. First of all, Wal-Mart employees prepare for a wealth of training program, which caters for a wide range of features and personalized. Every employee to Wal-Mart are subject to a variety of training, the training staff can learn about corporate culture, mastering departments of skills development and lay a good foundation. At the same time, the company's open door policy and public servant leadership policy is humane management of, let the members feel the company on their attention and care, increase staff from the heart of the initiative and participation. It was day work out a group of outstanding customer service personnel...