Essay on customer service
An area of opportunity that we have within our service processes is the training of our staff in the area of services offered by the company since the large amount of services we manage whether correspondent, recharges to telephone companies and payments of different services such As of light, water, telephony, cable, plane tickets, bus, among many others, it makes it complicated that when the client seeks to pay a service not so common the cashier in turn has difficulty when making said payment .
After explaining the problem analyzes and explains why do this problem have to be met? What are the consequences if a solution strategy is not established? This problem has to be met since customers are bothering too much, quality is being lost in service, customer satisfaction, value and above all would lose loyalty in our frequent customers, we would also not create new ones, since we would not receive good recommendations by them.
The consequences from the same customer loss, bad recommendations, which would affect sales, commissions, since customers would not return to the establishment given our bad attention. It would be difficult to obtain new clients, since our image would not be the ideal given our current problem.
Finally and not least, of not being addressed and continuing with our problem, economic damage would be generated for our workplace, since we will have lost clients, negative advertising and a discontent staff for the situation. After having analyzed the above, it establishes a viable strategy (step by step in a practical way) that even if there is the same problem in another business unit could replicate and implement.
- A fundamental point is to be able to comply with what is offered as part of the client’s experience process and if not, there is someone responsible in this area that can help immediately. That is where the whole team must be trained, doing training courses of the different services we offer so that when these are unforeseen, we are all prepared and thus give an immediate response and solution to our customers.
- Create satisfaction surveys in order to be certain how satisfied we have our clients, and thus be constantly improving our areas of opportunity.
- Receive complaints and suggestions from our customers, since like satisfaction surveys will help us detect our areas of opportunity and continue to improving constantly.
- Good market segmentation, opening an area or cash that only received payment of services and deposits, and that the personnel who attend it are properly trained.
conclusion
In conclusion of the subject I can realize that it met my expectations, which one of them was to know the customer management models, for a better potential market analysis of final customers and develop the service model based on satisfaction and Customer evaluation.
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