Customer Satisfaction, Essay Example

Team Video Analysis

CanGo can potentially increase customer satisfaction by implementing several strategies that can be costly to initially install, but would considerably save CanGo’s expenditure in maintaining the customer service department.

Package Tracking

The company can invest in a package tracking system that allows customers to receive updates on the status of their packages and even provide updates on the physical locations of these packages as they traverse certain geographic points. This reduces the number of calls the customer service switchboard receives, reducing the cost of running customer service.

Website

The company can invest in an in-depth, detailed and interactive website that can help consumers keep track of their packages and get customer care services. This can be achieved through the use of an interactive customer service live chat service within the website. This would be facilitated by the customer filling in details about their order before initiating the chat. The customer would wait for 2 minutes at most then get assigned to the customer care agent with all the information pertaining to their given package. The client would then be allowed to state their problems or issues with their package and this would be ironed out.

Customer Service Portals

It is vital that all clients can contact CanGo’s customer service department. This is essential for the customer to realize quality services for moneys paid. CanGo can invest in opening up official customer service portals on the different social media platforms to help customer service handle issues with packages in the most convenient manner any time of day. This will help the company interact with its customers, while gaining meaningful insight into trends in customer wants, desires and fashion.

Works Cited

Humphrey, Doris. Customer Service. Mason: South-Western Pub., 2011. Print.

Macahdo, Ricardo and Colin Diggines. Customer Service. Lansdowne: Juta, 2012. Print.