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Published on: 03 Mar 2017 by arnoldweber112
The shopping experience has changed a lot in the past few years and at
core of this change is customer service. The way that businesses interact with
their customers is completely different from what it was fifteen years ago. In
the noughties a few unsatisfied customers and complaints didn’t mean much to a
business. They simply kept calm and carried on; looking to just hook in new
customers to make up for the ones they lost. But, these days, one customer
complaint could turn into a disaster.
We’ve all seen those dramatic tweets and longwinded Facebook posts, telling all
sorts of horror stories about what still happens to customers in this day and
age and these posts can get reach thousands or even millions of people. What does that mean for a business? Well, a
customer complaint that’s read by over 100,000 people isn’t something to be
proud of. Suddenly, companies are being held responsible for the actions of
every employee, both good and bad. When an employee in a branch goes above and
beyond their call of duty they’re representing the best of the brand, and when
an employee does something negative or provides the customers with a really
poor experience they’re representing the worst
of the brand. So, these days, a retail company is as good as its best employee
and as bad as its worst. This is why customer service is now one of the biggest
concerns of any business.
Social media has really changed the game when it comes to
customer service – it’s given unsatisfied customers a platform to vent their
frustrations for everyone to see and share. But, at the same time, it’s given
retail companies a way to keep providing customer service even outside of
working hours. If a complaint or question gets posted online it’s expected of
the company to answer it almost immediately to prevent any kind of further
issues. Of course, customer service is a great investment. The more you take
care of your employees and educate them on how to approach and deal with
customers the better results you’ll see. Most of the money retail companies
receive is from loyal customers. There are only so many new customers in the
world and there is a lot of competition. So, providing excellent customer
service is a great way to snag loyal customers and keep them coming back. One
of the ways in which companies can improve the quality of their customer
service is by sending their employees to apply for customer
service qualifications and training courses. These courses teach workers the
right and wrong way to manage customers and how to leave a positive, lasting
impression on them.
It’s true that customers are getting more and more
demanding. As the quality of the retail industry improves our standards are
raised. So, what used to be considered as outstanding customer service is now
just the norm. So, while retail employees have to put up with a lot, it’s important that they’re
supported by their company. And, it’s important that we give them a break every
now and then and stop expecting miracles. So, when you go to your favourite
shop and the assistance tells you that the dress you’ve been eyeing for ages
isn’t in stock keep your cool and don’t shoot the messenger. Retail workers
have got enough pressure on them as it is.