Undoubtedly, customer service is gradually developing every year in many areas, including efficiency, hours of support available and the number of languages staff are fluent in. All business owners must keep pace with these developments in order to satisfy customers.
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So, what are the areas that you must improve to keep up with the development of customer service?
محتوى المقالة
Speed of Service
The first thing that you may need to renew in order to keep pace with other companies is to meet the customers’ growing need for speed of service. Many years ago, companies used to say: “We strive to answer customer inquiries within 24 hours.” But this will not work for now. If you tell this to a customer these days, they will feel as though they will wait 24 years. If you do not respond to the customer within a few hours, they will assume that you will never respond to them, and they will turn to one of your competitors who can provide the quick service that they are looking for.
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Self Service
You need to provide a self-service option in the store to diversify the options for customers. Many customers today prefer self-service, especially if the customer is in a hurry and does not want to wait, or if they came late at night, or simply, if they want to do it themself without anyone’s help. So you should bring your self-propelled devices and develop your technology in the store.
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Positiveness
Today customers expect to hear the word “Yes” automatically when they ask for anything. Therefore, employees must be ready to say it the moment they meet a customer. Of course, there will be situations where you need to say “No” when it is not reasonable to say “Yes” to a customer, but do everything you can to avoid the word “No”, or provide one or two alternatives that might suit the customer instead.
