Excellent Customer Service provides Competetive Advantage
Customer Service is a key to successful retailing today, especially for the smaller retailer when competing with the high street multiples. It can often have a big impact on both profitability and customer loyalty if any issues are tackled promptly and the retailer can be pro active in their dealings with customer issues rather than waiting to be chased by a disgruntled customer.
The Swan Retail solution now includes an updated and fully integrated Customer Services module to help resolve any issues in a professional and timely manner.
Initial communication from a customer can be logged against any Sales Order or individual sales order line either through the use of free format notes or by attaching a file such as a letter or e-mail. User definable actions can be allocated to the relevant person or persons and then a full diary and alert system ensures that actions are carried out at the appropriate time and the customer kept fully informed of progress.
Everything to do with the issue can be followed up directly from the Customer Services module – thus credits, ordering of replacements or parts, arranging collection of the goods from the customer and return to the supplier – can all be carried out from the one place. The module provides real time screen enquiries as well as a comprehensive set of performance reports, including both operator and supplier performance (as issues can be costed).
The latest addition to the Module sees the ability to set up template letters and for these to be produced (and saved against the issue) at the touch of a button, another time saving feature that increases the customer’s perception of the professionalism of your operation.
For more information please contact Swan on 01823 669122 or mail dave@swanretail.co.uk