A personal touch with the customer, understanding his need, proper courtesy and a genuine smile is all that he longs for. It has something more to do with Max Weber bureaucracy or organizational pyramid (2) where everyone points a finger to the other one. In last two decade, the entire marketing scenario has gone through a paradigm shift and excellent customer service appears to be the deciding factor in this changing order.
First of all, it is the sense of belonging, the proud ownership of the employees that literally change the face of the organization. The training of the employees that makes them serve the customer in a better manner plays the pivotal role. He should learn to communicate effectively, put a genuine smile in his face and be willing to serve his customer in every conceivable way. The stuffs should also know how to outmaneuver the customer without compromising the
It is observed that a typical grocery shop stores 30,000 products and the owner answers same no of quarries. In supermarket the product listing may cross well past six digit marks but the product information which needs to be volunteered is surprisingly absent. The profit surges upwards if some subtle changes can be taken care of. For instance, Wal-Mart has a concerted return policy and a podium in every store where anyone can put a question regarding any service (3).The resultant outcome is a satisfied customer who returns again and again – to contribute to the profit of the organization.
There can be multi pronged way to provide better customer care in a supermarket. Firstly, the proper motivations of the employees that work wonder. “At IBM, every one sells” as Buck Rodgers had put it in his best seller ‘The IBM Way’ (4) which should be the anthem of every supermarkets which aspires to make it big. From the doorman to the casher, every one needs to work in unison, compromising over everything except company ethics and profitability. The