Customer Service Analysis and Recommendations for Skipper's Shoes

This report analyzes a customer service complaint from a loyal customer of Skipper's Shoes. The customer, facing issues with the online shopping platform, expresses dissatisfaction with the lack of product information and options. The report identifies the customer as loyal and in the retention stage of the customer life cycle, emphasizing the importance of addressing her grievances. Using the CSR tool belt, the report suggests immediate responses, including apologies and updates to the online platform to improve user experience and provide adequate product information. The analysis highlights the need for responsive customer service and the importance of retaining loyal customers through improved digital services and customer-centric strategies. References to relevant literature support the recommendations for enhancing customer satisfaction and loyalty.

Running head: CUSTOMER SERVICE
CUSTOMER SERVICE
Name of the Student
Name of the University
Author Note

Running head: CUSTOMER SERVICE
The customer personality type of the customer in the case can be identified as a loyal
customer, and the life stage of the customer is in the retention stage in the customer life cycle. A
loyal customer is supposed to be a top priority for any organisation. The grievance of the
customer is a justified complaint which is a serious concern for the organisation. The customer is
dissatisfied with the service and being a loyal customer she complains her dissatisfaction but also
reminds that she wants to take the service from the Skipper’s shoes store. The nature of
complaint reveals the fact that the customer needs to be retained since she is a long term
customer and a loss of a loyal customer would be a potential loss for the company. The customer
service representative tool belt will be used to analyse the situation and provide suggestions and
modifications that are to be made for the addressal of the grievances (Lemon & Verhoef, 2016).
The CSR tool belt strategies for identifying customer service issues and problems will be
analysed in this section. The customer an old lady is dissatisfied due to the lack of information in
the digital services which she is willing to access. The customer is a loyal customer and is unable
to access the store service due to her unavailability of time. Therefore she wants to shop online at
the store’s website. She complains that the online shopping platform of the store does not have
all the products that are available in the store and also lacks information regarding variability in
terms of colour and product. This is a serious customer service issue whereby the customer is
being dissatisfied due to incompetent service on part of the organisation. The customer is
unhappy due to the non availability of options to buy from the digital platform. It is the
responsibility of the organisation to understand the requirements of the customers and provide

Running head: CUSTOMER SERVICE
adequate facilities and services to make business easy for the customers (Van Noort et al., 2015).
The inadequate information on the shopping site is a service issue on part of the company.
The problem is a grave one and should be resolved at the immediate instance. According
to the CSR module customer value and response is of prime importance and hence the old lady
should be replied immediately by apologizing for the inconvenience. This will make the
customer feel important and restore the faith in the company. The online shopping platform
should be updated with adequate information, various options to choose from the range of
products and user friendly interface for the customer (Hill & Alexander, 2017). The satisfaction
of the customer is the prime importance of any business organization and therefore responding
back to the customer is adequately important. The addressal should be organized and calculative
in order to restore the faith of the company. Additional complementary offers should be given to
the dissatisfied customer. Given the nature of the complaint, it seems that the customers is a loyal
and repeating customer, thus retention of the customer will enhance the worth of the company.

Running head: CUSTOMER SERVICE
References
Hill, N., & Alexander, J. (2017). The handbook of customer satisfaction and loyalty
measurement. Routledge.
Irvine, P. J., Park, S. S., & Yıldızhan, Ç. (2015). Customer-base concentration, profitability, and
the relationship life cycle. The Accounting Review, 91(3), 883-906.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the
customer journey. Journal of Marketing, 80(6), 69-96.
Van Noort, G., Willemsen, L. M., Kerkhof, P., & Verhoeven, J. W. (2015). Webcare as an
integrative tool for customer care, reputation management, and online marketing: a
literature review. In Integrated communications in the postmodern era(pp. 77-99).
Palgrave Macmillan, London.