1. Customer Service

For the discussion in this module you are to discuss the concept of merchandise returns and inferior quality work performed by a given unit within an organization for another organizational unit. The discussion should focus on the concept of competitive advantage. Why is there a need for merchandisers to provide merchandise exchange opportunities for customers in order to gain or maintain competitive advantage? Can similar arguments be made with respect to work quality within an organization in situations where there are interdependencies between work units?

Note: Should be a minimum of 200 words in length, demonstrating thought and integration of key concepts. Response should be supported with relevant background sources, which must be properly cited & referenced.

2. Check out

When I go to a register to check out, I want to pay quickly and go....I don't want to wait in line! Do you think that retail stores sometimes make trade-offs between optimal customer service and their bottom lines (profits)? For example, might a store decide to forego adding more check-out staff (causing the check-out lines to be longer), in favor of realizing reduced labor costs and thus higher profits? What do you think? Is there a balance that stores should strike between reducing costs and providing good customer service?

Note: Should be a minimum of 200 words in length, demonstrating thought and integration of key concepts. Response should be supported with relevant background sources, which must be properly cited & referenced.

3. Delivery?

Discuss how the internal customer should be treated in a customer-centric organization. How does treating internal customers help incur competitive advantage. Give some examples.

Note: Should be a minimum of 200 words in length, demonstrating thought and integration of key concepts. Response should be supported with relevant background sources, which must be properly cited & referenced.