Source: GOOD SERVICE-EVERBODYS BUSINESS
I calmly walked into a supermarket ready to get some bars of chocolates which were placed on a controllable counter by one of the service attendants.Service was good and was even asked to try other brands.The attendant clearly knew he was the link between his employer and the customer.I picked my choice and went to the counter to pay for my two bars and after the good service, the lady who did the packing at the cashier’s point on realizing that they were just two small items,she packed and threw them to me before i even picked my change and receipt.Before i gave her feedback the supervisor intervened,apologised to me and harshly gave the attendant some tips on better customer service.I left knowing that she could handle the next customer in a better way #everybodys business.
Dynamism in our society has prompted customers to want and in other cases demand instant services that yield instant gratification. Customers are also spoilt for choice and if a firm is not careful to look into how it can serve differently and exceed customers’ expectations, another entity may be with minimal resources can do better than the endowed . It is advisable to note that customers need quick response time, simply they hate waiting and if they wait for too long they become agitated. A quick response time and a timely apology keeps the customers satisfied and they will try and understand the hitches involved in the line of service. Instant times, instant services, instant society.
A good customer service attitude is not enough if no positive language is used, there is selective listening and no confirmation of satisfaction is in place. Positive language shows a willingness to serve and readiness to create customer loyalty. Using positive language especially when delivering bad news to a customer makes the customer feel valued and can come for another service even after the previous one failed. Listening to customers make them feel that they have been heard and understood and it is out of good listening skills that one can fully attend to the customers’ needs thus good service. Confirming customer satisfaction before they leave creates a feeling of care, the will to get it right and that the customer is the one who determines what is right. Polishing up to serve better than we have ever is an everyday business, walk with me!
Putting our pieces together after customers give us tips on how to address our weak areas can help us fix internal hitches that could be sources of these outcomes and also give us a platform on which to pull all our resources to turn around our service and raise our standards in creating customer satisfaction.Embracing customers views can certainly help us on polishing up the professional based strategies that we have for them.