Managing the Customer Experience

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With the rising affluence and advances in IT in the society, incomes and living standards rose continuously. These contribute to a change in lifestyle and lead to increased demand for products and services. As a result, customer is expecting a good quality customer experience. Customer service plays an important role in an organization’s ability to generate income and revenue. Successful customer service is an on-going process of meeting and exceeding customer expectations. A customer service experience can change the entire perception a customer has of the organization. Through the articles on customer complaints and compliments, I had read and summarized the various points customers consider as important to enjoying quality customer experience. Firstly, body language and communication. Two of the most important parts of positive body language are smiling and eye contact. Customers expect staff to look into their eyes as they are having a communication. This shows that the staff respect them and by listening to them. Also, staff responsiveness will create a bond of trust and a communication comfort level. Secondly, be an information expert. In other words, staffs are to know what products or services they are offering back to front. Whatever the situation may be, staffs are expected not to leave customer with an unanswered question. This is critical because it determines the retention of customers as staffs are the customer only contact to determine how to use the product or service to get the best return on investment. Thirdly, anticipate customer needs. Staffs are encouraged to look for ways to serve their customer more than they expect. For instance, to remain contact with customers by keeping them informed of new events, product updates or even calling to say hello. In doing so, customer will be amazed by the employee who make the effort in going the extra mile to help them. In addition, they will feel that they are well taken care of and this creates a...
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