Page 215 - DMGT553_RETAIL_STORE_MANAGEMENT

Retail Store Management

Notes General Purpose

Interact with customers to provide and process information in response to inquiries, concerns
and requests about products and services.

Main Job Tasks and Responsibilities

deal directly with customers either by telephone, electronically or face to face

respond promptly to customer inquiries
handle and resolve customer complaints
obtain and evaluate all relevant information to handle product and service inquiries

provide pricing and delivery information
perform customer verifications
set up new customer accounts

process orders, forms, applications and requests
organize workflow to meet customer timeframes
direct requests and unresolved issues to the designated resource

manage customers’ accounts
keep records of customer interactions and transactions
record details of inquiries, comments and complaints

record details of actions taken
prepare and distribute customer activity reports
maintain customer databases

manage administration
communicate and coordinate with internal departments
follow up on customer interactions

provide feedback on the efficiency of the customer service process
Education and Experience

High school diploma, general education degree or equivalent
knowledge of customer service principles and practices
knowledge of relevant computer applications

ability to type
knowledge of administrative procedures
numeric, oral and written language applications

product knowledge

210 LOVELY PROFESSIONAL UNIVERSITY