Quality customer service ought to be the top priority of organizations since it establishes the foundation of the relationship between an enterprise and its clients, who are an essential part of the business. Indeed, there can be no business if there are no customers. It is also on the platform of quality customer service that a firm may be able to build customer loyalty. In other words, customers may only return or recommend others to do business with the organization if they are given quality services in the first place (Cook, 2017). Today’s business environment is characterized by a high level of competition; hence, organizations should not only meet, but also exceed the expectations of their customers to be competitive. Studies have shown that many customers terminate business relationships with enterprises as a result of poor consumer services. Similarly, in the modern age of highly developed internet and social media for communication, a company risks losing its credibility quickly if it fails to achieve excellent customer services. It is also well understood that it is difficult to restore a company’s reputation once it is lost. As such organizations ought not to focus on merely offering good, but excellent services to their customers.
Every private organization engaging in business has the objectives of being competitive and profitable. To attain this, quality customer services are vital in increasing their sales and revenues and subsequently, profitability. Today, it is not surprising that customers may be willing to spend more money purchasing goods from an enterprise with excellent customer service while disregarding cheaper offers of others firms that exhibit poor customer service. Better customer services help clients feel they are receiving value for money. Undeniably, customers are becoming increasingly aware of the unlimited choices of products and services that are available in the market, and they will undoubtedly go for the best ones that serve their interests. The fact remains that the customers have the power to either build or destroy an organization.
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Availing quality customer service enables an organization to have high chances of gaining competitive advantage. Typically, a company can assess its operations and identify gaps for improvements. This is well achieved if employees pose as trusted advisors in their specific areas of expertise. In the end, an organization would be observed as being trustworthy, which goes a long way in promoting its growth and development over time. If the management quickly identifies gaps and processes that ought to be improved, remodeled or re-engineered with a keen focus on maintaining high levels of professionalism; customers will have good experiences of dealing with the company.
Concrete Examples of My Experience with the Significance of Customer Service in the Context of Retail Operations
In retail operations, it is necessary for enterprises to determine and anticipate the needs of customers in advance. As such, it is essential to note that employees of a company come into direct contact and interact with customers at a personal level. This means that quality customer service delivery becomes of great importance to the building of customer loyalty and trust (Swinton, 2019). It is also essential at the level of retail operations for enterprises to take time and listen to its customers' concerns and needs for purposes of building lasting relationships by offering the highest quality services.
I have work experience in retail operations of stores especially in the serving of customers. I am confident that the experience of offering customer services is of great importance. Therefore, there is the paramount importance of modeling what the expectations of customers are as opposed to those of the organization. I learned that anticipating the needs, wants, and preferences of customers establishes a significant step towards the achievement of quality service delivery. Working in the stores, I learned that it is suitable for employees to take their time and listen to give clients the required information regarding products. At first, when such customers come into the store, I was quick to take the lead and spend enough time explaining the details of products on offer without giving them a chance to tell their needs, wants or preferences. I did this to convince them to make purchases. Nevertheless, I later learned that the focus ought not to be what I wanted to fulfill but what the customers wanted to achieve. Thus, I changed my strategy to be listening to what the customers had to say, even often encouraging them to explain more to me. Such was the case even in situations where they had relatively little knowledge about the nature and specifications of products than I did.
I also learned that customers communicate how or if they are looking to fulfill some specific needs, wants, or preferences by the way they approach the purchase. I met customers who came into the store and immediately inquired or stated what they needed to buy. I would understand what they intended to buy straightaway. In some other cases, the customer would appear indecisive and endeavor to explain their needs. I would encourage them to offer detailed information on what they wanted before engaging to play the role of an advisor. I also learned to focus on comprehending their feedback to determine if their needs were fully met. The rapport created with the customers ensured good mouthing about the store leading to an inflow of many customers. Subsequently, this would lead to better sales and profits.
How I would Implement, Train, Focus on or Mentor Someone on the Significance of Customer Service
The implementation, training, focusing on, or mentoring someone on the significance of customer service will be preceded by having a hiring strategy focused on employing the right people. The approach will require the person to be able to make good eye contact with the person they are talking to, and have a positive attitude to assure a client that no matter how bad their problem is, they can resolve it. Moreover, there would be a need for those being hired to have an empathetic vocal quality to ensure clients feel good and comfortable. Finally, the person to be hired ought to contemplate customer service to be their profession.
After selecting a person with the characteristics required of the hiring strategy, then I would begin by communicating the meaning of quality customer service to them before informing them on its importance to an enterprise. I understand that quality customer service involves engagements of activities aimed at achieving customer satisfaction and making them feel valued. As such, I will ensure I place focus on enlightening the person about customer service association that involves knowledge of professionalism, integrity, decision-making, problem-solving, critical thinking, and planning skills. This will enable the person to understand what it takes to offer a customer more than what they expect. The desirable outcome would be to provide the customer with an experience that they would love to share with others.
I would also focus on ensuring the person learns to have the capacity for excellent communication skills to achieve desirable interactions with customers. Such may only be made possible if the individual is also able to comprehend the nature and specifications of products sold by the company. Specific details revolve around aspects of detailed product information supplied by manufacturers and safety requirements. My advice to the person would be to keep notes and checklists for reference. I will also demonstrate the ways of answering any anticipated questions from customers. Furthermore, I will ensure I clarify the importance of establishing research for answers to the expected questions from customers.
Also, I will also explain the importance of values that go hand in hand with the capacity to offer quality customer services. These include committing both the customer and organization, being respectful, honest, and neat in the job environment. I will also enlighten the person about the means and mechanisms of working with and gaining the support of other co-workers while maintaining high levels of professionalism in the job environment.
Conclusion
Retail business involves direct interaction with the customers, and, therefore, it requires the implementation of policies to ensure quality customer services. An organization should have objectives of ensuring customer satisfaction at all times if it intends to be profitable and competitive. To attain this, employees are equipped with the necessary knowledge and resources for desirable service delivery. It is crucial to train employees regularly to guarantee excellent performance for the enterprise. By the function of quality customer service, a firm is well positioned to identify gaps relating to matters of procedures, processes, and attitudes that inhibit the company’s ability to gain the trust and preference of customers in the long-term. Another critical aspect of the retail strategy is for employees to be able to play the role of advisors to customers. Even so, it is vital that they understand their needs, wants, and preferences before playing this critical role. Additionally, there is a need for taking advantage of every opportunity for improvement. Such may involve changing systems, processes and procedures as well as redefining the roles played by key people in the company concerning customer service. Usually, it is essential for the organization in the retail business to build an image of trustworthiness and reliability.
References
Cook, S. (2017). Measuring customer service effectiveness . London, England: Routledge/Taylor & Francis Group.
Swinton, L. (2019). 9 Principles of Quality Customer Service. Management for the Rest of Us . Retrieved from https://mftrou.com/quality-customer-service/
