Customer Experience
- XU MA
- Jan 25, 2018
- 2 min read
Customer experience (CX) is defined by interactions between a customer and an organization throughout their business relationship. An interaction can include awareness, discovery, cultivation, advocacy, purchases and service. (https://www.superoffice.com/blog/customer-experience-strategy/)
Communication, time management, decision making, digital literacy and problem solving are involved in CX.
1. Communication
Customer and the organisation contact with each other in many ways, and both side will understand each other during conversation. For the company, they will understand the customer need and how they approach to the customer by using the correct to have business. From the customer side, they present themselves about their enquirers.
2. Time management
In today’s harried world, effective time management in customer service is a crucial. When was the last time that you actually felt that you had time to do everything that your boss or customers expect from you? One way to improve on your own time management in customer service is to observe coworkers who seem to be able to easily accomplish their work and efficiently interact with all types of customers. Ask them for advice or opinions about things that you might do to better harness elusive time. (http://www.customerserviceskillsbook.com/wordpress/time-management-in-customer-service/)
3. Decision making
In CX, you need to make decision every moment based on customer reaction. To master this, you need lots of training and management skills. Observing what experienced people do and ask the suggestion from them may help you this.
4. Digital literacy
Technology changes the way we communicate with people a lot. It also impact the CX. Thus, customer have many ways to approach the organisation. Facebook, email, live chat, Wechat and others are the major communication tool between customer and organisation. The person who provide the service need to know how to use the modern technology that they can provide service to customers.
5. Problem solving
Life can be hard, in customer service, you may face some nasty situation, the following step will give you idea how to do problem solving.
a) Understanding the customer’s point of view
b) Identifying a problem
c) Find a solution
d) Fix the problem and follow up on the solution
Comments