Giving great customer service online and offline

Latest News from the POS & Barcode Industry

Free Expert Consultation

Thursday, November 13, 2014

Giving great customer service online and offline
Everyone appreciates great customer service when they are on the receiving end of it. The difficulty in providing excellent customer services arises from the fact that it is a moving target that changes constantly and at an ever increasing pace.

A survey that was recently conducted by the International Customer Service Professionals (ISCP) serves to illustrate this point. The survey covered no less than 15 criteria that make up customer service and looked to identify some common factors that carry over from traditional retail to the current state of affairs as it stands today.

Almost all retail businesses now have an online presence as well as a physical location, so the survey concluded that customer service begins before the customer ever walks into a store, so providing a pleasurable experience online is likely to set the stage for a similar encounter in person. Many customers, especially when they are dealing with a new product or concept, appreciate the ability to gather objective information before proceeding to an actual hands-on-in-store experience.

The conclusion is that customers are already developing expectations of the treatment they will receive in the store, and that the online and in-store customer service they receive will be comparable.

The ICSP survey also stressed the importance of simply welcoming a customer when they enter the store. Training employees to engage and offer assistance in an unobtrusive manner was considered critical to making a customer feel that they were going to receive accurate clarification of any questions that arose during the online encounter.

When the merchandise involved is of a technical nature, customers who participated in the survey expressed a desire to receive in-depth product details combined with comparisons to similar models or competing products and recommendations without being buried under an avalanche of technical jargon.

Customers also gave high ratings for customer service to companies that did not try to lure them with a great deal on an item, and then aggressively try to sell additional accessories of dubious value.

Recent Posts

Honeywell Specials
We have teamed up with Honeywell to offer some incredible EOFY pricing on Barcode scanners, Mobile computers and Label printers. Pricing is valid until the 30th June so get in quick. Check out the

Bartender Label & Barcode software. Upgrade FAQ
The world's most used Barcode & Labelling software was upgraded to version 2019 just over a year ago. Since then thousands of customers have upgraded from older versions to the latest version,

Custom solutions for a changing world
With the outbreak and ongoing restrictions from COVID-19, businesses have had to rethink the way they operate and interact with customers. The way people shop & dine will be completely different to

Nexa's new line of Barcode scanners
Introducing the new line of barcode scanners from Nexa, the ZED range... They are a complete revamp of the Nexa handheld range, with new ergonomics, higher performance, stylish design and an outstanding

Industrial Revolution: Increasing productivity in move from Windows to Android PS
Using Windows CE 6.0 or Windows Embedded Handheld 6.5 (WEH)? Microsoft has already stopped support for these operating systems, if your devices still run on these you will not be protected against

Linerless Label Printers
Tired of Order dockets going missing? Sick of throwing out label backing? Replace your printer with a Liner Free Label printer. We stock the Epson