By Oliver Nabukeera
Most players in the services industry will tell you one of the key components for running a successful business is the delivery of excellent customer service. Unlike other business products whose satisfaction is derived and significantly increases after utilization, the service sector must exceed expectations of the customer since the result of the service rarely increases to the same extent once the service experience ends.
According to the recently released Global Customer Service Survey by Interactive Intelligence Group Inc, 45 percent of consumers tend to make purchase decisions based solely on customer service while 64 percent would tell others when they had a positive customer service experience. This highlights the relevance of positive experience to the industry.
Gloria Torres the Head of Customer Service for DHL Express Sub Sahara Africa says businesses within the service industry should capitalize on a seamless and positive customer experience to exceed customer’s expectations in the process of service delivery.
“The professionalism and attitude of a company’s employees can have a massive influence on a customer’s experience and perception of service which in turn affects how a customer promotes the company to other potential customers,