the challenges in delivering effective customer service

In customer service, there are a lot of challenges because no one customer be the same. they need to think best way to provide a good service every time. According to the customer service skills text, there are ten common barriers to excellent customer service which are laziness, poor communication skills, poor time management, attitude, moodiness, lack of adequate training, inability to handle stress, insufficient authority, serving customers on autopilot, inadequate staffing. To improve service, they should find solution for these.

 

Break bakery & café is one of the few cafés which open 24 hours. Their pastries and opening hour make this café popular. However, as I heard from few workers who work at break bakery & café, at the mid night shift, there are only two people there. If there are few customers, it doesn’t a problem, but the place, where they work, is located in downtown and near the bar and pub. It means that two staffs are not enough to manage all. It also related to a long waiting line. This challenge is caused by inadequate staffing. Moreover, this poor management cause inside customer in other words staff’s stress. As I mention in infographic, hiring the people who have proper abilities and managing well is a way to improve.  

 

 

Having a choice to return products is good for customer. No one likes to go through the tricky returning process, so having a flexible return policy is much better than one that doesn’t However, Apple which is know for its sleek, innovative products doesn’t have impressive return policy. Customers only have 14 days to return products, as long as all the accessories, packaging, documentation and receipt are included. As a gift, customer needs a gift receipt in order to return something. In this case, the most effective way to improve is making return process easier. Clarify the policy when they buy products, customer understand what they need when they want to return.

 

 Lastly, I discuss about challenging of personalised service. Recently, using websites, or apps are becoming common even in customer service. It means that service is easy to personalised. Personalised is great way to increase loyal customers, however there are challenge about managing customer data. Marriott international hacked approximately 500 million hotel customers data in November 2018. Using customer data and analyse customers needs provide positive effect, but they should keep them safe. How to manage the data is related to trust. They need to be careful about it.

references 

Abi Tyas Tunggal.(2022, September 25). The biggest data breaches. https://www.upguard.com/blog/biggest-data-breaches

Casey Bond. (2020, January 2). 10 retailer with the best and worst return policies. https://www.huffpost.com/entry/best-worst-return-policy_l_5e0e373ce4b0b2520d1e94ed