Page 216 - DMGT553_RETAIL_STORE_MANAGEMENT

Unit 12: The Customer Service Desk

Key Competencies Notes

interpersonal skills
communication skills – verbal and written
listening skills

problem analysis and problem-solving
attention to detail and accuracy
data collection and ordering
customer service orientation

adaptability
initiative
stress tolerance

Self Assessment

Fill in the blanks:
1. The customer service ............................. gives you a good understanding of the tasks,
responsibilities and skills involved in customer service work.
2. Customer service jobs vary according to sector, the company and the level of the position
the fundamental job requirements .............................

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

Task Visit a retail store and observe its anatomy, study its customer service job description.
Make a report on your findings.
12.2 Exchange of Defective Products

The exchange process of defective products enables you to execute recall actions between the
manufacturer and the customer, for defective parts of an object to be exchanged with service
parts. An object is a special product, for example, a car or a computer. You use this process to
offer your customer a defined list of service parts and the maximum permitted quantities for
each object.

Example: You execute a recall action due to a high number of warranty claims and
complaints received for laptops with serial numbers ranging from 1000 to 2000. Defective hard
disks need to be replaced. To avoid further complaints, you inform your customer about the
exchange of the defective hard disks. The customer orders the new hard disks from you, and has
them delivered free of charge in exchange for the defective ones.

!
Caution Recalled parts that are still in the customer’s stock are processed in a separate
returns process.

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