The process of giving a service or delivering a product to the market, and the behavior of those who deliver the product or service are crucial to customer satisfaction.
Issues, such as waiting time, the information given to customers and helpfulness of staff are all vital to keep the customers happy.
For example, a customer who tries to reach your company by phone is a vital source of income. If the customer has to stay on hold for a long time, listening to a recording message, s/he may end up giving up and use another company’s product/service. They may also tell their friends about their bad experience. It is therefore important that you have strong processes in place to avoid this kind of situation.
In my business, I know that there are certain peak hours when my customers are particularly active. For example, many people like buying groceries on their way home from work (around 4-6 pm). During this time, I will have two sales staff in the store instead of one staff member to ensure that people do not have to wait in a long queue to buy their groceries.
What customer-related processes have you put in place for your business? How can you make the process for them easier and their experience better?