For a warehouse-style like Mac’s that seeks to pass the savings to the customers by minimizing costs, it is crucial that customer service is impeccable. This is because the low prices are often viewed to mean low-quality goods. As such, the customer service is critical to ensuring that the customers who visit the store are persuaded on the quality of goods, turn them into repeat customers and enable them to advertise the business through word of mouth.
The customer expectations for the cheap and affordable stores are often lower as compared to their expectations with other stores. The lower expectations are mainly a result of prior experiences with such stores as opposed to objective criteria. The staff at such stores is usually poorly paid and lacks the motivation to provide high-quality customer service.
First, they should ensure that every customer or even individual who walks in the store is treated to the best customer service possible. In addition, the customers should be could be provided with the options of testing out the products in the store under the guidance of the staff. Such testing will allow a customer to experience the product and, therefore, be more likely to purchase it either immediately or in the future.
In the present day is it apparent that most businesses have been taking the high-tech and too little human touch route. Most customer calls are now handled automatically by software’s on behalf of the company and can only be transferred to a human in case the software cannot handle the problem. Such technological routes have led to the depersonalization of the business when the customers cannot interact with a human on the other end of the call meaning that they feel undervalued and unappreciated.
While the speed and efficiently of computers in comparison to humans are indisputable, it is essential to realize that they cannot make up for human to human interactions. Therefore, a proper balance ought to be struck where the computers are relegated to the handling and tracking of consumer data while leaving the interactions with the customers to human staff. Both are uniquely suited to their respective areas and will complement each other as opposed to one replacing the other.