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Service quality for small retail trade. Application guide for series UNE 175001 (Spanish Version) Product Image

Service quality for small retail trade. Application guide for series UNE 175001 (Spanish Version)

  • ID: 2111048
  • January 2011
  • 160 pages
  • AENOR Spanish Association for Standardization and Certification

The new circumstances affecting the market (shopping centres, online shopping, discount stores...) require the small retail trade to innovate, change, surprise its customers and offer them a quality service.

One of the main ways in which shops of the same sector can make a difference is by providing a quality service to their customers, a factor that the owner can control by taking the necessary actions to improve the service offered.

Adopting a clear and practical approach, this guide:

1- Facilitates compliance with the requirements of the series of standards UNE 175001 Service quality for small retail trade, providing an explanation of the meaning and purpose of the requirements of this standard.
In addition, due to the peculiarities of the sector, it indicates the specific requirements applicable to specific shops such as fishmonger's, optician's, florist's, butcher's and delicatessen.

2- Suggests good practices and situations that should be avoided in small retail trade, together with examples.

3- Provides models of documents that can help implement improvements, such as: customer survey, review of the facilities, improvement plan, etc. READ MORE >

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