It has become increasingly important for businesses to focus 70% of their efforts on building great service and 30% boasting about it.
“The responsibility of customer service does not necessarily fall under management, yet managers do play a role in ensuring good customer service is rolled out correctly,” says Neville De Lucia, new business development director at Dale Carnegie Gauteng. “Dealing with consumers on a daily basis is the norm in B2C organisations and all employees dealing with customers should be accurately trained in order to reduce complaints and keep customers happy.”
“In today’s world, customer service needs to adjust to the new forms of communication by embracing technology that enables the customer to interact with your business on various platforms, irrespective of this, it is vital to maintain a high level of customer satisfaction and outstanding services to build loyalty,” concludes De Lucia.