Retail Service Development

On June 26th, the 4Service Russia Service Director addressed Ukrainian retailers during their meeting in Kyiv organized by the Retail Community company. HR-directors, retail chain sales directors, and top managers responsible for service development in retail companies gathered to openly discuss current retail questions.

Retail Service Development

On June 26th, the 4Service Russia Service Director addressed Ukrainian retailers during their meeting in Kyiv organized by the Retail Community company. HR-directors, retail chain sales directors, and top managers responsible for service development in retail companies gathered to openly discuss current retail questions.

The most heated dispute started over the questions of who needs service and if investments into improving the service-orientation of a sales forces can be profitable. Among the speakers who shared their experience and insight were top managers from MTI, Comfy, and KFC.

Evgeniy Lobanov spoke about the achievements of companies which pay a lot of attention to service management and which, jointly with 4Service, implement a Mystery Shopping program. In addition, Evgeniy Lobanov reported on the results of our company’s research that confirm in numbers the fact that benefits from quality service exist and can be measured.

Retail Service Development

 

For example, an analysis conducted by 4Service in 2014 on the correlation between average purchase size and customer satisfaction with service quality showed that the average check of satisfied customers was several percent bigger.

Checks were compared from two thousand customers who chose outlets with regard to product/brand, location, price, and service. The fact that close or convenient location played a key role was indisputable. However, the fact that an average check of a satisfied customer was greater proves that service has its own price and its improvement boosts profits.

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