A good customer experience is remembered for a few weeks and may be told to 3-4 people. A bad customer experience is remembered for 25 years and is told to 10-11 people.
The above phrase can determine whether a business is successful or not. Customer service is what makes a business survive, if the service given to the customer is good then they will return time and time again, but it only takes one bad experience and the customer will be lost to a competitor.
The customer service given by a business is different dependant on the business and what field of work they are, for example the customer service given in a hospital will not be the same as the service given in a shoe shop, because of the work the company performs, you would not go to the hospital and expect the same service as what you would when purchasing a pair of shoes. The needs of the customer are different in each case.
Many people would think that customer service is only given in local shops and on the high street, but what they do not realise is that customer service is part of everyday life. Large companies like football clubs would not be portrayed as well as they are if it was not for the customer service that they give to their customers (the fans), also factories have to give a good customer service to be given the contract of a job that they are after.
For this assignment I have chosen to investigate the customer service that is given at Dolcis. I have chosen to do this as many people have a strong passion for shoes, so the customer service needs to be at a very high standard for customer to return.
Dolcis pride their selves on the customer service that they provide for their customers. This starts from the moment that a customer walks through the door to if they have a problem with a purchase and return the item they have bought. They believe that customer service is not just helping the customer but dealing with thei