Week 1 EOC: Great Customer Service

Week 1 EOC: Great Customer Service

What is great customer service? It is always to be helpful- even if there is no profit immediately. For example from chapter one:  Zappos does not focus too much on advertising. It truly understands the meaning of “the aim of marketing is to make selling unnecessary”   (Marketing An Introduction, p.4/52). It is an online retailer but how did it become so success? Here are some of the reasons: free delivery and free returns.  Not only that, it has a 365-day return policy. It has a customer- service center which is 24/4 open. It actually hires over 500 staffs to answer phone calls. People who call want to talk to a live person, not a fake pre-corded robot voice.

Another good example: Wal-Mart, it is now the largest retailer in the world. Why is Wal-mart so successful? First of all, it opens 24 hours a day. I mean how could a store provide customer service when is closed. Second of all, it keeps its promise: “Save money. Live better” (Marketing An Introduction, p.3/52). It always offers low prices. Third of all, it also provides site-to-store service. It is a free service that lets you ship your online order to any Wal-mart store in the United States. Customers would be able to order anything but groceries without having to waste any time by walking down the aisles and grab them. If you are really lazy or busy, you would like that service. Customers will be able to choose from thousands of items which you won’t  see them normally in store. The bestselling point of that service: it is free shipping orders to any Wal-mart store.