Question

QUESTION 4

In this digital economy customer service is a very important component in the success of any organization and bad customer service quickly finds its way to existing and potential customers, as an operational manager, discuss the various customer service components and elements citing relevant examples.

Answer 1

In this digital economy, customer service is a very important component, as customer service is critical to organizational success. Further, with bad customer service, we can see that organization is losing their customers and retention of potential and existing customer is becoming much challenging task. Here, let me point out various components and elements of customer service with example, these are as stated below:

• Quick service and resolving the customer’s query more accurately will help company to retain the customers, further, company can save themselves from losing large amount of customers as their query are not served on time.
• Improving self service functions by keeping various essential FAQ’s. with such steps, customer can read the question and answer, they will gain awareness and get relief from doubts.
• Top Tier knowledge could be another highly essential component of customer service, as customers do call to the service center and they want to talk to the person who has enough knowledge about their query and the related industry. For example: customers did call to the service center, if executive who took the call, not able to solve the query and suggest a proper way for such customer, customer definitely would become unhappy about the service and they will look for alternative way. Hence, company can lose customers drastically.
• First call resolution is considered another essential component, as with first call resolution, company can receive significant operational savings and retain existing and potential customers. For example: there are survey says that with at least few percentage of First call resolution, company can save huge money. As if any query gets unattended and delayed, it requires executive to work on issues lately and bring huge dissatisfaction. Customer will face a poor experience.