Customer Service v/s Customer Experience. Must Know Facts...
Let's imagine you are the owner of a cellphone showroom. A customer walks in, checks out various phone models and finally decides on buying a particular brand. There is a slight negotiation on the price, so you offer the customer a few freebies instead of reducing the actual price of the phone. This makes the customer happy and the deal is done.
The above scenario is a very basic and simple example of CUSTOMER SERVICE. Now let's go one step ahead.
The same customer comes back a few days later with a rather major complaint with regards to the phone. As the owner of the showroom, you first check the device and run a few validation tests to check if the fault lies with the device itself. You next acknowledge the issue and offer to send the handset back to the manufacturer in order for it to be replaced.
Until this point of time, what you have done as the owner of the store is something that is expected of you. Let's go one more step ahead.
The manufacturer reverts, saying the device indeed is faulty and will take upto a month to be repaired as they are facing a shortage of certain parts. You call the customer, explain the situation to him and offer to replace the device with a brand new one as goodwill from your end. The customer is extremely happy with your handling and resolution of the issue.
This is the point where CUSTOMER SERVICE turns into a positive CUSTOMER EXPERIENCE. There are many such real world scenarios where, with some simple presence of mind and quick action, you also can turn simple customer service into customer experience.
And for regular updates from English Arcade, do subscribe to our channel so you never miss out on tips to improve your overall communication, and don't forget to hit the bell icon for further notifications.
#customerservice #customerexperience #customersatisfaction
Contact Us - +91 8123034185 / +91 8147031546
Visit / Enroll - https://englisharcade.com/
Email - [email protected]