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No matter how good of an idea a business is, learning how to attract and maintain clients is solely based on how good the customer service is implemented. I have been a loyal customer of my coffee vendor in the neighborhood for years now. The one thing that gets me going back is the personal connection I feel with people who work in that place.
One of the essential aspects of their customer service is how easy they connect with their customer from a personal point. The spirit of enthusiasm is a trait I have found as a common trait with every employee in that organization to the extent that they know every client by name. They are always willing to engage with me from a personal point of view, making me feel appreciated. According to Abbas et al. (2018), proper customer engagement can go a long way in building strong customer relationships and keeping them attached to the organizations. They have fully mastered customer engagement tactics by being enthusiastic and engaging from a personal perspective, which I value as a customer.
Every business has flaws in its customer service since dealing with individuals can be complex. Communication skills are one aspect of their customer service that I would recommend them to work on improving. I am not fully satisfied with how they communicate in reply to emails and business messages when I inquire about something. My suggestion on improving customer response is to opt for chatbox messages for quick answers. As Adam et al. (2020) put it, there is a trend of live chart interfaces, which is real-time and keeps clients engaged. Even if there might be complexity in handling multiple client emails and messages at a go, adopting live chat boxes will be crucial.
References
Abbas, M., Gao, Y., & Shah, S. (2018). CSR and Customer Outcomes: The Mediating Role of Customer Engagement. Sustainability, 10(11), 4243.
Adam, M., Wessel, M., & Benlian, A. (2020). AI-based chatbots in customer service and their effects on user compliance. Electronic Markets.
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