TUGAY, DECEMAE C.

ELEC2

BSBA 4A

ASSIGNMENT #2

Make a research of the Article on "Keep It Simple Strategy of Franchising" with author and

reference.

Keep it Simple: Customer Service and The Simple Stuff

By: Lisa Ford

Every organization has a chance to deliver a positive customer experience. That

experience has many starting points and touch points along the customer interaction.
Each touch point will affect the customer's perception of your business and even their
loyalty.

To remain competitive, take a look at the simplest of interactions and decide how those
interactions represent your company. The simple stuff came to my attention with some
recent experiences. As I was checking out at a national retail chain, the employee at the
register answered the phone. Here is what she said, "It's a great day at the Dunwoody
Large Chain Store, this is Corrine, how can I help you?" Whew! Do you think the customer
wanted to hear all of that? And do you think the employee wants to say it multiple times a
day? The customer is poised and ready with their question but instead have to wait out
this long greeting. The only needed information is the name of the store and the person
speaking. My advice to companies is to even leave out, "How can I help you?" Instead
finish with, "This is Corrine" with a bit of a lift in the tone. This indicates you are done and it
is now the customer's turn.

Here's one more way you could be irritating your customers. In many retail stores,
employees are required to yell out, "Welcome to Local Store." That works if the employee
is close to the entrance and not engaged with another customer. This approach rarely
works for the customer and can frustrate your team member.

Here's another troubling trend with call center interactions. After giving information and
then waiting to be transferred to the correct person, the representative attempts
conversation with, "How's your day going?" and "How's everything there?" In my first hand
experience, I thought I was being transferred and ready to get on with the call. This
approach is not needed or desired. Again, the customer wants the promised action.
Research by LivePerson reports that 82 percent of customers say getting their issue
resolved quickly is the number one factor to a great customer experience.

Simple interactions could be killing your business. Take a look, call your company, enter
your business - what is the customer experiencing? Make certain all touch points add
value, represent your brand, and give you a competitive advantage.

REFERENCE
https://www.franchising.com/articles/
keep_it_simple_customer_service_and_the_simple_stuff.html