Majority of companies have customer service departments that handle client queries, complaints, or praises. Merivale 2020 defines customer service as the assistance provided to clients or customers before, during and after transactions. Customers and clients value customer service as it helps to strengthen the brand value of an organization. Superior customer service is essential for a company to increase client satisfaction and improve the chances of future business.
While shopping at a chain store in Miami, Florida I received excellent customer service. As customers entered the store, a customer service representative greeted them. They were patient and kind to customers. Their customer service representatives were kind and patient when I inquired about costs or the location of goods. One of their agents helped me push my shopping cart around the mall when it became too heavy. The clerk helped me to move my items into the garage after I made my purchase. All equipment was checked and warrantied by the institution before being purchased. I believe it to be excellent customer service since the personnel shown a high degree of professionalism, courtesy, tolerance, and humanity (Isoherranen & Majava, 2018). The quality of the after-sales support increased my chances of returning anytime I visit Miami.
At the heights of Covid-19 in 2020, when I ordered food products from an online restaurant and retailer, the customer service was the worst I have ever experienced. The firm offered delicious meals on its website as well as via their mobile app. Because I thought the food was of high quality, I decided to purchase several items. Unfortunately, delivery of the meals was delayed by two hours. I found the product to be unappetizing, and it was poor. After calling the company, I was put on hold for nearly twenty minutes. I was treated rudely by the customer service representative. I ended up having to deal directly with the customer support representative, who was impatient and lacked product knowledge. Customer service that is poor includes slow response times, impatience, long waiting periods, bad attitudes, and lack of professionalism (Mousavi, 2020). It was necessary to place an order for meals with a different company and I promised that I wouldn’t buy from them again.
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