Good customer service delivery: changes afoot

Customer service delivery

With the growth of internet shopping being experienced at the moment, ways of delivering customer service are evolving rapidly. The number of parcels being shipped is increasing exponentially and customers are having to adapt and make different choices for their delivery. A little while ago the main issue was whether the internet based virtual shop was trustworthy. Nowadays the main concern is to choose which organisation can be relied upon to deliver the goods on time. Is delivery becoming a key buying criteria to the extent that good customer service will become known as good service delivery?

Good customer service qualities should include a sense of anticipation

Good customer service qualities are all about knowing what the customers want and anticipate their needs before they even show up. This will ensure their well-being and a high level of customer satisfaction.
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Good customer service: a lifeline to retain customers?

Is good customer service a lifeline to retain customers?

Many companies know how to deploy fully fledged customer service but will not because of economic imperatives. A two tier system is often created whereby customers are only offered a good level of service if they threaten to chose another supplier, a clear case of emergency . Customer service executives with the full range of skills are allocated to the retention effort ("we are going to lose this customer unless we do something...") and become the lifeline to retain valuable customers. Does this make sense? If the service was better in the first place, customer retention would not be an issue.

Good customer service skills are increasingly in demand

Good customer service skills 

A difficult environment makes attracting a new customer more challenging than ever. Existing customers will only return if they have been offered impeccable service or rock bottom prices. Continuous investment in training to improve customer service is required to ensure that the valuable shoppers will not hesitate to come in and start to look around for alternatives.

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Providing good customer service beyond the high street

Customer service in the high street

Providing good customer service: with the emergence of a multitude of social media, the delivery of customer service is rapidly transforming through the exploitation of new communication channels. Social media marketing has been used to drive customers to online shops and even high street shops. Interestingly shops are now being used to drive Twitter traffic, thereby enabling opportunities for repetitive contact. Soon we will want to shop through the social media sites and and will go to the shops when we want to socialise...

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Design is a key component of customer service

Customer service design

Travelling at the back of a plane can be a very frustrating experience but an increased emphasis on design can improve considerably passengers' perception. Should the designers become officially part of the customer service team and ensure that customer service design plays an important role in customer handling?

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