Success and weakness in Customer Service

3) Analysis of successes and weaknesses:

How the important is the customer service for a company? The employees have sufficient training? They understand our emotions and our needs? In my opinion, many companies have no idea of anything and they do not spent sufficient time training their employees and should not be like this. It should not matter what type of restaurant you are in, expensive or less expensive, but a bad customer service can be also because the company does not take care its internal customer. They do not have trainings, motivations neither predisposition for continuos improvement therefore motivated people are always on the lookout for better ways to achieve goals, they are more quality oriented and they work more with higher efficiency and productivity. 

Successes:

I can not find too much successes in each moment of truth I had. I just can mention she apologized about her mistakes but she blamed their team because nobody told her about the burritos. In my opinion, never blame your team for your own mistakes because she could ask a co worker and avoid this problem.

About the personal appearance as I mentioned was good. It is important because you are representing your organization or just yourself, everything speaks. So first impressions are very important, they can be about attitude as well as dress. 

Visual is at least as important as verbal impact, people very quickly make conjecture based on facial expressions, the clothes you wear and your body language. 

Weaknesses: 

If we analyze all the negative moments of truth mentioned before we can see how impacted this in the customer service experience. If the server shows lack experience and  knowledge about the product can upset the customer and get negative impression and also negative feedback. Your reputation gets damaged and you start losing new sales or even loyal customers start to leave . Studies show that an upset customer tells on average between 10 and 20 other people about an unhappy experience. Some people will tell many more. Therefore you must try to give good training to your internal customer and remind them we are serving someone. 

In conclusion, this kind of things can effect  people turnoffs (lack of attention and knowledge) and systems turnoff (slow service or help not available) in the context of customer service is used to describe any process, procedure, or policy used to "deliver" the product or service to the customer but also people who give inaccurate information or convey lack of knowledge can  quickly irritate a customer. (ILAC International College 2013/2014). 

References: 

ILAC International College. 2013/2014. Customer Service Skills Pg, ,37, 38, 4. New York, NY: Pearson Education.