Customer service is a critical component of any retail establishment. It is defined by the absence of quality or satisfactory performance in interactions between the customer, the employee, and the business. The importance of good customer service extends beyond the customer’s purchase and extends to the entire relationship between the customer and the merchant. It is not simply the extent of a transaction but the whole experience of purchasing. It is all about how a customer perceives the interaction and how that perception is affected by factors beyond the transaction.
In recent years customer service has been measured using conventional metrics such as satisfaction, reaction times, and sales per transaction. Most research studies, however, have failed to differentiate customer service from other aspects of a retail organization including the skills of the staff performing it, the attitudes of other customers toward the interaction, the environment in which the interaction takes place, the quality and/or service of products and services offered by the merchant, and even the attitudes of other employees toward the employee. A new theory of customer service emerged in the field of organizational psychology that suggests that a company’s quality of customer service reflects the level of its commitment to other aspects of its operations. According to this theory, a company’s commitment to optimal customer service also determines the performance quality of that company’s workforce. The theory suggests that excellent customer service may also be a result of employees’ attitudes toward other aspects of the work environment. These employee behaviors may reflect an organizational culture which is also favorable to good customer service.
One way to create a great example of customer service is to make sure that every associate in your organization is aware that the goal of every associate is to make a positive customer relationship. This is not only the goal of every associate but it is also the goal of the company as a whole. When every associate knows that the ultimate goal of every associate is customer satisfaction, they will be motivated to always provide the best possible customer service and to take their position in the organization seriously.
A second way to create a great example of customer service is to provide opportunities for training. Even though hiring managers will tell you that they want the best possible talent when it comes to dealing with customers, human resources experts know that this is not enough. There are many reasons why hiring managers need to provide training for all employees. They may not have the time to do it themselves, so they need to consider outside help.
The process of hiring people can have a negative impact on your customer service levels because often there is no person-to-person interaction between the prospective employee and the new employer. This can create a negative customer experience because there will be no opportunity for the two sides to build a strong relationship prior to the person’s induction into the organization. By ensuring that every new associate is trained in basic customer service skills, you will be providing a great example of customer service.
When hiring someone to work as a customer experience specialist, you can have a greater success rate of retaining that individual if they have great interpersonal skills. A good customer service representative knows how to deal with different types of people and situations. If you want to be one of the best in the industry, then you need to have great interpersonal skills. It is essential to make sure that you keep training everyone within your organization so that they have the skills necessary to provide excellent customer service. If you want to provide an example of great customer service, then you need to hire customer service representatives who not only have great interpersonal skills but also have great skill sets in customer satisfaction, training and development and other areas.