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Retailing: Integrated Retail Management
James Ogden, Kutztown University
Denise Ogden, Pennsylvania State University
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Chapter Objectives
Chapter 13: Customer Service in Retailing
- Explain why the targeted customer is always right.
- Define customer service and explain the rater system.
- List and explain the key customer services activities for retailers and e-tailers.
- Explain customer response marketing and why it is important in retailing.
- Identify and describe various customer service levels.
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