Relationship Marketing : Components of customer services

Good customer service stretches from before the customer purchases the product to after the purchase transaction has been completed. The components of customer consist of the following.

Pre Transactional Strategies

This is all about the strategies a firm uses to get the consumer into the store. This could involve using various promotional strategies such as offers to tempt customers. Many stores now offer cafes, have leaflets that will give detailed product information.

Transactional Strategies

Once in the store, how can the store support the potential customer? Sales persons should be able to answer questions confidently about a product and demonstrate the product if asked. The buying process should also be straight forward and simple, so the customer does not walk away.

Post Transactional Strategies

After the purchase transaction if there is a problem with the product, how is the complaint dealt with? Is the problem dealt with quickly for the customer? What is after sales service like? Should you contact the customer to ask them if they wish to extend their warranty or purchase any complimentary products?

To summaries the components of customer service is all about looking after the customer before, during and after the sale.