Essay on how to improve customer service
Within the stores there is a wide variety of services such as telephone recharges, bank deposits, the payment of services such as water, light, telephone, gas among others, in the same way it offers payment service of various department stores, so as various online payments and cash disposition in boxes. All these services have generated an increase in the influx of new customers and loyalty of frequent customers.
On its negative side, the increase in services has generated constant claims of customers: “customers dissatisfied with: the inconsistency of the service” of the most frequent complaints to the Oxxo service line is the refusal of electronic services, trilled phrases such as "There is no system", "there is no money" or "I have no key" are very popular and derive from the direct attention offered at the point of sales.
This situation has generated a lot. To avoid this type of situations, the company has designed strategies focused on customer service:
- Payment of incentive for services: With the growing amount of services offered at the point of sale, an increase in traffic has been generated, so it was decided to implement a payment to box staff.
- Service protocol: It is reinforced by continuous training of cashiers on some specific aspects, rounding, suggested sale and personalized attention.
- System update: a friendlier interface was generated at the point of sale with a double screen where customers felt more security when performing a service. In the same way this interface has a faster processor that intervenes in the efficacy of the system.
CONCLUSION
For companies, the image that has the client is of the utmost importance, a satisfied customer will attract two great benefits, the first is that the customer loyalty is achieved and the second the best advertising that a company may have that is the recommendation of Boca a mouth. To reach this point, companies make a great diversity of surveys where they identify satisfied customers but above all those who will not be satisfied when buying a product or making use of a service.
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