Service Delivery is the Key to Business Success

The difference is in the details. To stay ahead of the competition, major retail companies must meet the demands of high service levels supported by a range of operational equipment, infrastructure to sell and store merchandise, and a transportation fleet to distribute goods to a network of stores.

All of this must be orchestrated to have the right merchandise in front of the shoppers in an allotted space of time, such as daily hours of operation for a single store location, or for a specific time period for a seasonal sales promotion.

Behind this first-wave of the service imperative, is another level of service delivery that can separate the good business operators from the very good business operators. It's the legion of field service representatives who handle all levels of on-site work, ranging from copiers to cash registers to electric door openers.

This level of service delivery imperative is marked by "best practices" retailers who place as much emphasis on their business-to-business operations and policies as they do their business-to-consumer programs.

The service imperative is critical for these retail operators before, during and after a service call. The service provider must have a business operation in place that can handle and field incoming service requests. It must provide the level of training and supervision so its field employees can handle the repair on-site and handle additional inquiries at the retailer's place of business. The service provider must offer a system that allows for efficient follow-up requests.

Yes, the difference is truly in the details, and a service provider who can hire and train a staff to meet the demands of the highest quality of service delivery before, during and after a service transaction will be the provider who succeeds and grows.

Successful service starts with the hiring process. The company mission statement must be clearly explained to new hires. Further, the service provider's training levels must match the mission statement and its goals.

Hiring and training must instill in the employee that his or her work in the "behind the scenes" support of a retail operation is just as important as the customer service provided to the in-store shopper. The challenge is to empower the service provider with the tools and skills to make decisions on-site that best serve the retail operator.

These high quality service levels are imperative to support a retail partner in maintaining an efficient and successful business operation.

Source by [lakajira]

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