Thursday, June 25, 2009
This is an encounter by one of their customers:
"I like their customer service because they do not fuss over you like some stores do. They give you the space you need to browse through without being stalked - means we had the freedom to roam around the store with ease and of course they're ready to help when you need them."
From the statement above, we know that Gap is always ready to serve their customers when they need help. From these good comments they receive from their customers, Gap is able to know and maintain their service standard. They know where they are at and what the customers think of them.
By knowing that Gap does good customer service, this results in the customers coming back for more in their next visits and they will also spread good word-of-mouth.
Merits of customer service approaches adopted by GAP:
- Greeters at the door
- Stock transfers/ reservations
- Training
- Communications mix
- Advertising
- Sales promotions
- Web sites
- Store atmosphere
- Publicity
- Personal selling
- Word of mouth
;11:09 PM
Singapore Time
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