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QUESTION 4 (20 MARKS) In this digital economy customer service is a very important component in...

QUESTION 4 (20 MARKS)

In this digital economy customer service is a very important component in the success of any organization and bad customer service quickly finds its way to existing and potential customers, as an operational manager, discuss the various customer service components and elements citing relevant examples.

business   Operations-Management   
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Answer #1

Answer - Components of customer service:

  • Overall customer experience: From pre-purchase suggestion to post-purchase support, all should be a pleasant experience for the customers.
  • Well informed and knowledge sharing: The in-store people should be well informed and knowledgeable to aid the customers with their queries.
  • Friendliness and cooperative: The in-store should interact in a friendly and cooperative manner with the customers to create a pleasant experience.
  • Strong after-sales service: The goodwill of a company depends largely on how the company treats the customer post-purchase to gain customer loyalty and retention.

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