Retail Management

  1. Customer Service and Experience
    1. The Importance of Customer Service
      1. Impact on Customer Retention
        1. Influence on Brand Reputation
          1. Competitive Advantage
            1. Financial Impact
            2. Developing a Customer Service Strategy
              1. Service Philosophy
                1. Service Standards
                  1. Employee Training for Service
                    1. Service Delivery Systems
                    2. Measuring Customer Satisfaction
                      1. Customer Satisfaction Metrics
                        1. Net Promoter Score
                          1. Customer Satisfaction Score
                            1. Customer Effort Score
                              1. Customer Surveys and Feedback
                                1. Survey Design
                                  1. Feedback Channels
                                    1. Response Analysis
                                  2. Handling Customer Complaints and Service Recovery
                                    1. Complaint Management Process
                                      1. Complaint Resolution Process
                                        1. Service Recovery Techniques
                                          1. Turning Complaints into Opportunities
                                            1. Empowerment of Frontline Staff
                                            2. Creating a Positive In-Store Experience
                                              1. Store Environment
                                                1. Staff Interactions
                                                  1. Queue Management
                                                    1. Checkout Experience
                                                      1. Accessibility Considerations
                                                      2. Creating a Positive Online Experience
                                                        1. Website Usability
                                                          1. Search Functionality
                                                            1. Online Support Channels
                                                              1. Live Chat Support

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                                                            8. Retail Marketing and Promotion

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                                                            10. Supply Chain Management and Logistics