Understanding the Concepts of Customer Service Research Objectives 1.<Tab/>Gain a better understanding of the concept of customer service in today's retail industry 2.<Tab/>Determine the misunderstandings of customer service in the marketplace 3.<Tab/>Find ways to improve customer service Research Questions 1.<Tab/>How do customers perceive overall customer service in regards to the retail industry? 2.<Tab/&…showed first 75 words of 2957 total…

…showed last 75 words of 2957 total…perfectly bilingual 10 Determinants of Service Quality 5 most important: reliability, competence, credibility, understanding, communication<Tab/>10 Determinants of Service Quality 5 most important: reliability, competence, communication, responsiveness, accessibility Suggestions: *<Tab/>Increase training (cash register, returns, inventory, social skills) *<Tab/>Increase staff *<Tab/>Listen & Respond to customer complaints *<Tab/>Eliminate commissions<Tab/>Suggestions: