MGT302 Discussion 1 Week 2 Customer Service

Were the three elements of customer service evident in your customer service and support experience?

One time I went to a furniture store when I was moving into a new location and I really needed the best furniture available that matched my wife’s liking and the house painting and decoration. The store had all the major elements of customer service, pre-transaction, transaction, and post-transaction The store manager politely and kindly ushered us in told us to gladly take sits before requesting one of the workers to bring us some coffee. It was a warm experience. He took his time and asked about us a little and the what we love and the kind of house that we wanted to furnish. He took time taking us through the various furniture items. Literally all explaining to us and the best occasion to buy such. He also advised on the price and the other terms of sale available. Since we were new to the area he offered a twenty per cent discount and also free delivery to the location alongside free after services which included setting up the furniture in our home which was done by the three workers of the company. They also offered free repair for any item within the first six months or a lower discount on the damaged item. This was the first time in my life I felt that I had received the best service in my life.

Did the customer service or support experience increase the likelihood of your repeat business with this company?

Yes. I would certainly love that. Ever since I have been dealing with the store for all my furniture needs. In fact, one time I suggested to the manager to expand his store to be like a mall. Offer different services and I would be his number one customer. A loyal brand Ambassador.

Upon reflection, what customer service process changes would you recommend aligning this company’s process with high-quality customer service principles as defined in the course text?

My reflection of the experience is that the store does not need many changes apart from maybe the introduction of loyalty awards. This would attract more customers to the store and also they should expand their marketing strategies such as adverts.