siliconindia | | March 20218IN FOCUSFACTORS AFFECTING SERVICE QUALITY OF THE BUSINESS ECOSYSTEMBy si Teamusinesses all around the world make relentless efforts to provide superior services to their customers. But the harsh truth is that all of them do not achieve success. There is an integral involvement of a number of factors have a negative effect on the service quality rendered to the customer and in various ways restrict business establishments in offering exceptional services to customers.It can be any way through which a company renders customer support. It can be e-mail, it can be live chat or it can be over a cold call. But no matter what process it is, a customer will always expect excellent service from the company he is requesting support to. Many a times, the auto responder in the live chat section finds it difficult to accept chat requests and because of this the customer is let down and does not have a clue who to ask for support. This has a negative impact about the customer service quality of the company on the customer. When there is also no timely mails and only the auto generated mails are at work, then also this kind of problem arises. In these situations, the customer thinks that either the business is dead or the management is at all taking it seriously. A business must always keep in mind that if the employees are not inclined to the proper direction psychologically in assisting the customers, it should dedicate suitable training programs to improve it. It must be ensured that the employees provide superior customer service and take the responsibility of the clients on their own shoulders. As a matter of fact, the aspects like replying late to the customers, not meeting up to their requirements properly or at specific instances are completely unable to resolve their issues will do a lot of harm to the business instead of doing any good to it.Sometimes, it is the primary complains of most of the customers that when they call or get in touch with the customer service team of any company, they feel as if they are interacting to a robot. There always must be a policy that the approach of everyone in the customer service department should be friendly towards any customer enquiring for any kind of problem. A customer feels terribly hurt when he does not get the expected response from the customer service executive or if in any case a customer service executive is unable to recognise a customer who has been loyal to the company, it is utterly shameful. There must always be a level of trust acting between the employee and the customer that helps the customer relation drive further and build a strong relation between the customer and the company. In this way, a company will be able to retain its customers and gain better sustainability in the marketplace owing to the increasing acceptance of the customers.These are the primary factors that are involved in the customer service quality of a company but there are IN ORDER TO DETECT THE LACK OF APPROACH IN THE COLD CALLING SERVICES BY COMPANIES, IT MUST BE FOLLOWED HOW THE CUSTOMER SERVICE EXECUTIVE INTERACT WITH THE CLIENTSB
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