Answer to Question #316042 in Management for cessy

Question

What are some ways that management can improve the firm's customer service performance? Why is it important to use pre-transaction, transaction, and post-transaction customer service elements to identify customer service measures

Answer 1

The following are some of the ways that management can improve the firm's customer service performance;

1. Use proven strategies to build customer loyalty. Building customer loyalty is one of the essential things you will need to do for your business to grow. It is more costly to acquire new clients than retaining existing ones.

2.Measure customer effort score. Motivate your team to learn how to resolve issues effectively and quickly and exceed expectations. Focus on how to improve your results by building a reliable customer experience. 

3. Demonstrate excellent product knowledge. Comprehensive product knowledge is an essential part of customer service. This fact has become even more important in today’s AI world. Customers can self-serve, figuring out basic facts on their own or with the help of a bot. 

Pre transaction services help target customers gather information about a store's merchandise and methods for purchasing it easily.

Transaction elements are reference to those customer service variable that

directly result in the physical distribution of the product culminating in deliveries

being made to the customer. Post-transaction elements basically serve to provide support for the product while in use.

The support aims to reduce cognitive dissonance and increase the organization's

performance rating on the part of the customer.