Answer to Question #316091 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? At least in 200 words, I forgot to tell this. THANK YOU SO MUCH. GOBLESS YOUU ALL GUYS

Answer 1

What are some ways that management can improve the firm's customer service performance?

Set some simple customer service standards that team members can easily understand and implement. You can also include the team members themselves in this process if you’re seeking total engagement.

Identify the best way to capture customer feedback across the organisation. You can also include feedback from peers and managers where they notice a team member giving exceptional customer service. From here, you can build a toolkit of best practice within your organisation.

Take time to engage with your customers to find out what their needs really are. As a result, you will be able to provide customers with the product or service options to fully meet their needs. This will really help, as you strive to improve customer service standards.

Why is it important to use pre-transaction, transaction, and post-transaction customer service elements to identify customer service measures?

The pre-transaction element of good customer service will continually ensure that the firm and its premises, employees and procedures are set up to provide excellent customer service. The firm's systems have to be flexible enough to adequately respond to customer and market needs.

Transactional marketing aims to maximize the number of sales by constantly attracting new customers, rather than encouraging repeat purchases with the buyer, like relationship marketing.

Post transaction service will determine whether consumers buy from a firm in the future. Customers will feel reassured about the firm through efficient complaint resolution, product/service warranties and quick product replacement and repairs.