Impact of customer service to achieve customer delight

Abstract

The purpose of this research paper is to understand the extent to which customer service can be used as an effective tool to retain customers by creating customer delight. According to various studies, customers’ expectations to be proactively met and monitored in such a way that they feel valued. Customers distinguish through different brands according to their memorable experiences. This study helps customer service support team & marketing executive to realise that new ideas & overwhelming customer experiences work well with customers and customer delight can also lead to customer loyalty and attract new customers. This also provides an understanding of how much customer delight is important to draw the customer’s attention which in turn enhances brand loyalty, increase the repurchase intention of customers and simultaneously help growth in company’s revenue. Companies need to redefine their strategy from time to time and equip their customer service team to resolve customers’ query in a timely manner and even proactively anticipating their need and expectations. However, it is challenging depending upon the target customers. The research paper highlights the impact which customer service support team on customer satisfaction and delight and also focuses on how customer service team delight plays a vital role in today’s competitive market and suggests measures that the companies can use to delight their customers. When customer service which is the face of the product/ service provides something “unexpected and memorable experience “to the customer, it creates a positive and emotional impact in the minds of the customer regarding the product or service. This differentiates a company from its competitors and helps in company’s growth. Companies and their customer service team need to take extra mile to retain them in the long run by creating a delightful customer & consumer. This is where a strong and proactive customer service team comes into picture which can turn a customer’s bad experience to a memorable experience.