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Customer Service Essay

1381 words - 6 pages

Final Report
Name
Referencing: APA
Word Count:1364
Final Report
Introduction
Customer service has become a phenomenon that has changed in the past few decades and become as essential element towards the success of the business. Therefore, businesses have been compelled to adopt and implement customer service strategies designed to improve customer satisfaction and improve its competitive advantage in the constantly changing environment. Each business handles clients at varying degrees presenting them some challenges. The supreme outcome is satisfying the client. Each single contact might either grow or crumble the rapport with a client. It comprises each email, which is sent ...view middle of the document...

The training activities stress service to internal clients, as well as external customers. Unless their transactions with clients are highly industrialized and standardized, the businesses evade “smile-and-dial” approach. The businesses undertake cross-training approach to their employees, thus increasing their abilities to solve customers’ problems, thus increasing customer satisfaction. At some point in their careers, supervisors, as well as manager swill have taken part in at least some of the training programs, which front-line employees undergo. The training is important because it equips employees with the necessary skills and knowledge to handle different customers. Many customers present diverse challenges while shopping, which demands that employees should have the right knowledge to deal with these problems before they get out of the hand (Goodman, 2009).
Encouraging Customer Loyalty
Excellent customer service in retail environment generates customer loyalty among the customers. Customer loyalty is the tendency of clients to return to a product or service frequently due to satisfaction based on the service the customer received while in the business. Since customer loyalty is emotional other than rational, all of the customer relationships are built on trust, and if customer trusts the business they are handling, then that particular customer is most probably going to become loyal. The business will have to express that it is enthusiastically assisting them and satisfying their needs (Cook, 2011). The customers need to be treated with respect, and it refers to both internal, as well as external clients. Fairness is an important factor that should be boosted in the business. The business has to be able to admit errors and lack of knowledge. Confidence is significant, but when the business is confident about something it has no idea what are talking about then it would not work. Therefore, it is imperative that the business built trust among its customers and always treat them with fairness, thus creating loyal customers to the business.
Motivation
Motivating customer service employees is one of the strategies that works best towards getting employees handle customers effectively while serving them. The business has put strategies that are geared towards encouraging employees through motivation to deal with customers with fairness and respect. This is because customer service may be challenging because it operates in many fronts, and the employees should be able and willing to take the stress of handling with diverse kinds of customers. Thus, it will take the business to devote its resources to motivate the employees (Goodman, 2009). It will be hard to sustain and maintain their level of energy all through their stint as customer service workers. However, employees should be motivated in a regular basis that is, at the start and throughout the job. In the beginning, there is the need to warn the customer service workers...

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