Challenges in delivering effective customer service:

The Challenges:

We can find various obstacles in the way of the delivery of excellent customer service. There are lot challenges we can find in customer service. Some of the common berries include difficulty for customers with a problem to contact a company or the person who can really help, lack understanding of the value of service an so on. These barriers can difficult the customer service provide and part of doing the job. The most common barriers to excellent customer service are: Laziness / poor communication skills / poor time management / attitude / moodiness / lack of adequate training / insufficient authority / inadequate staffing.  (ILAC International College, Customer Service Skills 2013 & 2014)

But also biggest challenge in customer service is how will you give your best service to the customer. Employees should have self confidence and do not show any signs of doubts when employee is talking and helping to the customer. Therefore, let them that you understand them, make them feel that you are indeed finding the best options to their problems.

Other challenge could be how to manage angry customers about the product, we must talk to them in a calm way and understand their point of view and to meet their needs. So we could say satisfaction and expectations are another challenges, which affect on both company and brand.

Finally, to win loyal customers probably it is the biggest and hardest challenge in customer service because “they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” – Chip Bell

In conclusion, to deliver a better customer experience and manage all the challenges take a walk in your customer’s shoes. Track what they are doing, what influencers they engage with, and what topics they are interested in. Caring for, and retaining your customers is an investment.

Some examples about different restaurants and their customer service provide:

Starbucks experience, example 1:

A few days ago I went to Starbucks to have my coffee but something unusual happened that morning. I was stand up in front of the employee but he was more attentive about his conversation with the other coworker. So I had to said "hi" twice to take his attention. Therefore, I could see that the employee did not have a good attitude, at least with me, because he was serious, he hardly smiled and was not very polite either. Moreover, I missed sentences like "how are you?" "have a good day!" even he should say "Hi" first so I saw he didn't care about the job and no even the guests. Immediately I received People turnoffs because he had lack of courtesy and attention.

As I showed in my infographic, employer should hire people with good interpersonal skills because the greeting is the first impression the guest perceive. Hire people who has the ability to smile, who has positivism and who is friendly.

Massimo Dutti experience, example 2: 

My experience in the store was nothing special and simple like their service it just was a short time there, but was the enough time to get and analyze my moment of truth. The weakness is their customer service because it was simple and without energy. There were 3 employees and they were talking each other thus they did not paid attention to the clients and this make an unnecessary moments.  Therefore, it was poor greeting and lack interest for clients. However their appearance was clean and good. The positive point could be the service environment that was clean, organized and easy to see every clothes.

As I mentioned in my infographic, it is necessary to training our internal customer to get a excellent customer service. It is important to remind them every day that the clients are our main goal. We must know their needs, to look at the small details and to try understand them therefore we must be the lens of the customer. The companies looks for a customer loyalty thereupon the companies must connect with them and to create “service wows” through the small details and have effective service process that make employees service heroes. All of this will create positive moments of truth at the same time it will be positive word of mouth with good reviews and good recommendations. Thus, we will not create an unnecessary moments and we will not waste time nor clients because time is gold.

Cactus Club experience, Example 3:

Born on the West coast and growing across Canada, Cactus Club Cafe offers the best cuisine using local and fresh ingredients. As in their website says, their service is attentive, warm and unpretentious. Their internal customer are passionate about delivering food and experiences that will keep their guests coming back and again. 

Their Mission  “Every guest leaves happy” and the original Cactus philosophy: “ Continuous improvement and the highest quality is sought in every menu item, every design element and every aspect of the guest experience”.

The Cactus looks great when entering the restaurant and appropriate greeting. The hostesses welcome you with a smile and professional appearance and they help you to get you a table as soon as possible. In case you have to wait, they offer you a drink and take your phone number to let you know when the table is available. Once your table is ready, they will take you to the place then your waitress will come to tell you the suggestions of the day. Therefore, they have knowledge of the whole menu, they can give you advise or suggestions and they take care of the customer. As a customer of Cactus Club I can say that I have always had a very good customer service as well as a positive experience. The employees are friendly, with a positive attitude and great attentiveness. 

It is good example as customer service and also a good example about how they follow my infographic because they have, at least, employees with good communication skills they give you good service and environment but sometimes the music is a bit loud. Moreover, they try to improve their service/product with all the feedback received. 

References:

Helen Siwack, (2016).  Spanish brand Massimo Dutti launches in Pacific Centre.

Retrieved from: http://www.vancitybuzz.com/2016/05/spanish-brand-massimo-dutti-launches-pacific-centre/

Tomas P. (2011). Retrieved from: https://www.starbucks.com/preview

Max Fawcett (2016). Retrieved from: http://www.canadianbusiness.com/lists-and-rankings/best-managed-companies/cactus-club/

ILAC International College. (2013 & 2014) Customer Service Skills, pp 19 New York, NY: Pearson    Education