Question

Innovative customer management

what are some of the elements of customers service ? Explain how they are measured .Looking at innovation and modernization needs of retail managers,how do customer expectations influence customer satisfaction? Explain how a commitment to customer success is the highest level of customer management.

Answer 1

Some of the elements of customer service include communication, patience, listening, time management and positive response. Communication is essential to understand the customer issues and ensure required service. Communication skills can be measured by observing pronunciation, grammar and the use of proper words while communicating. Patience is essential to ensure good customer service and patience is measured through the employee’s ability to handle irritating customers without getting angry. Customer issues cannot be handled without listening to them properly and listening can be measured based on the effectiveness of problem solving and repetition of same questions. If the customer service executives do not listen to the problem, they would ask same question again which would affect customer satisfaction. Time management skills would help to serve more customers within a time period and the same can be measured through measuring the average handling time and hold time. The positivity in interaction can be measured by measuring how positively the customer’s issue was handled and the customer’s happiness with the service.

Customer expectations are very high in the light of modernization and innovation and they cannot be satisfied by offering a general solution to their problems. They cannot be satisfied without meeting their explicit and implicit expectations. Specific situations may require the retail managers to act with wisdom and customers approach the managers as they believe that the managers can find solution to their problems and suggest the alternatives. If they do not receive the expected treatment the customers would be disappointed and customer satisfaction would be greatly affected.

Commitment to customer success would ensure proper service to the customers. The customer service personnel would not try to escape from the customer by giving reasons when there is commitment. They would follow up the issue until the customer gets proper solution. Customers would be impressed through such attitude and higher customer satisfaction can be guaranteed which is the ultimate goal of customer management.