Receiving a good service from a company or shop has become a rarity these days, at least, in places where I live. Among such rarity, however, we still “accidentally” receive some good service, just as I did about a few months ago, that makes us feel special. I received excellent service from the Walmart store.
I went there with one of my friends to purchase a gift for the upcoming birthday of my niece. The service that I received in this store was exceptional.
I was looking for a great birthday present for my niece in Walmart, but I did not know what type of gift item to buy for her. So, I was looking for something randomly once I was in the shop. A salesgirl approached me and politely asked if I needed her assistance. When I said “yes”, she started showing me different items while also explaining the origin, use, and price of the products. By the way, before showing any gift item, she asked me about my niece’s age, preference, and expectations which was very professional in my opinion. Besides, she was very helpful and patient. But to my surprise, the store manager also came to me after a while and showed me some wonderful gift items after inquiring about my niece age and preference.
It was in the middle of the last year, possibly, nearly a week before my niece’s birthday who was turning nine last year.
I was impressed by the support the salesperson and the manager offered. They both showed the utmost professionalism, salesmanship, and care which I really liked about this store. The manager even offered me a discount when I checked out. With their help, I had been able to pick a perfect gift for my niece and I really felt great about the service.
1. What do you think of the relationship between companies and consumers?
According to me, Consumers have human-like relationships with brands. When a brand has built up trust in its customers, brand loyalty begins. If customers find a product they can believe in, then they will be loyal to brands. Thus, it is not surprising that the leading companies in the world like Apple, Amazon also have the most loyal customers.
2. As a customer, what kinds of services would you expect to receive from a company?
I think companies should fulfil their promises most of all. For example, if companies make promises like one-day installation, the promised work should be done within one day. In addition, if the product provided doesn’t keep up to the standards promised, the company should apologize and reimburse the customers.
3. What kind of jobs involve coping with the public?
Broadly, most sales and marketing jobs involve the most public-centric approach. Apart from them, Services such as automobile workshops, product installations, healthcare, and teaching also involve day-to-day public interactions. Although the internet swallowed a huge share of face-to-face services, still a large number of jobs entail coping with the public.
4. Why should companies react quickly when customers have difficulties?
I think it is important to proactively deal with consumer complaints and difficulties because it can easily erode brand loyalty. According to conventional wisdom, customers are more loyal to firms that go above and beyond. Reducing response times and responding to your customers with helpful and relevant information is the key to customer service success today.