als with HBC. The most important guideline in providing customer satisfaction as and employee is “DO WHATEVER IT TAKES TO SATISFY YOUR CUSTOMER.”(HBC Employee Handbook, Pg #4) Customer request are never too difficult or time consuming in the eyes of a HBC employee. This philosophy is a fraction of what this company is doing to ensure customer satisfaction and loyalty.The bay’s Customer Service Strategy consists of 5 different Customer Service Standards. They are:1.To offer a pleasant greeting to the customer. This includes acknowledging the customer within 20 seconds and 20 feet through eye contact, a smile or a sincere greeting.2.Add-on or related-item purchases must be suggested. An example of this is suggesting a belt to match with the dress pants that the customer is about to buy.3.Ask: “Will this be on your bay Card?” The advantages of using the in-house credit card is that all family members can use that same card, and that customers do not have to carry a lot of cash to shop at the bay. In addition to the Bay card, another promotional event, bay Card Dollars, were made to encourage spending in store. Bay of Simpson’s cardholders who receive Bay Card Dollars are granted $5.00 off their next Bay purchase. In addition to this, the bay is the new, exclusive department store sponsor of the AIR MILES Reward Program. Double Air Miles travel miles can be earned with the use of the customer’s Bay card.4.To thank the customer by name is a valuable service strategy because the use of the customer’s name makes the transaction much more personal and enjoyable.5.Inviting the customer to return is an important part in establishing a long-term relationship, a repeat customer. (HBC Employee handbook, Pg #27, The above information is from one source.)The Bay’s marketing strategists have created a customer services plan that has worked, and will work in the future as customer relati...
