By Our Reporter
The traditional mad holiday rush is upon us and businesses – especially those in retail – need to ensure that a high level of service delivery is maintained and that they are geared to handle the additional enquiries driven by the sudden upsurge in customers.
This is according to Sumesh Rahavendra, Head of Marketing for DHL Express Sub Saharan Africa, who says that the holiday season puts added pressure on businesses to deliver consistent service quality, and, if not managed correctly, could consume valuable time that could have been spent on maximizing sales.
Rahavendra points to recent findings from the business consulting firm Lee Resources, which indicated that one of the main reasons for customer unhappiness is bad service delivery. Findings also indicated that 91 percent of unhappy customers will also not willingly make use of the service provider again. He says that to ensure a positive customer experience with a brand, a robust customer service platform is needed.
“Not only will this ensure that customer needs are met across all touch points but it will also empower brand representatives to be able to deal with difficult situations, in an effective manner,