Doing business requires familiarization with customer needs and likes to ensure their satisfaction and ability to retain them. Every customer has a different taste, as it depends on various backgrounds and likes. However, it is a great idea to create a customer service culture to ensure that the buyers feel waned. I investigated the nature of Targets customers that frequent our stores to find out the kind of services they want and their view on the quality of goods and services offered. Clients can have different desires such that some may want the sellers to be outgoing and friendly, fast and efficient, while others prefer being offered adequate attention (Wang, Miao & Mattila, 2015). Whatever, pleases one customer may be disturbing to another therefore before determining their culture proper investigations are necessary. After conducting ethnographic research on our customers, I came up with the conclusion that they prefer an environment that is welcoming and pleasing.
Customers need to be treated well for them to feel wanted and welcomed in any business premises. One way of achieving this is by acknowledging the clients and letting them now that someone is there to give them the service they need (Norton, Durgee & VanDeVelde, 2010). According to the customers, observed, acknowledgement can be achieved through direct eye contact or sometimes a hand greeting. The customer service culture varies from one place to another but I realized that our customers do not like waiting for a long time to be served. In addition, they hate being ignored or having to wait especially if somebody is talking on phone since they feel invisible. However, some are happy to wait for some minutes if acknowledged with a gesture of a smile. Such small gesture can make a difference and help retain many customers, as they feel welcome every time. Waving a hand at the clients is an excellent act of welcoming customers as I discovered that many of them wave back, smile, and wait patiently for their turn (Norton, Durgee & VanDeVelde, 2010). It is a good idea to watch customers when they arrive, especially the new shoppers to know their reaction. Sometimes one need to let the clients browse and only step forward to help only if they need personal attention. Definition of culture entails sets of ideas, which may not be directly observed but theorized to be interconnected such that they form patterns within a certain organization.
Listening and recognizing patterns of communication with customers builds a good relationship that makes them want to come back for more. Our customer service representatives have mastered good listening skills of paying attention to client communicating traits and adopted them to increase effectiveness of interactions. For instance, to ensure that the customers feel welcome all the time, the organization encourages employees listen keenly listen to customers to ensure that they understand their needs. Some things that need to be avoided to ensure that customers are not displeased include avoiding sounding annoyed, speaking clearly, and making use of short sentences (Norton, Durgee & VanDeVelde, 2010). For customers that may not speak the native language making lower steps ensures that their needs are met. Customers acknowledged the diversity of workforce in our organization as one of the welcoming gestures to the place. There are bilingual employees who create great customer experience by taking care of customers that are non-native speakers. Cultural diversity is considered very important for customer service representatives since it enables great service to client from several regions. It enhances interactions that promote the feeling of being welcome to the premise every time.
Pleased customers will always return for more goods and services since consumers want to do business with individuals they like. This requires building a relationship with clients regardless of other places of origin and giving them the best. One way our sales representative please the customers is by carefully listening to them, picking up their non-verbal cues, and attending to their needs within a short time. A pleased customer advertises the organization’s goods and services to friends and relatives. Making customers happy is one of the best investment strategies a company can make, as they tend to buy more often (Droganov, 2016). The overall means of making clients happy, ensuring that they are kept happy and engaged is through listening. Giving them attention is one of the aspects identified a most satisfying especially when they need it. There is need to follow up and establish relationships with new and existing clients to make sure that they get maximum value for the product being offered. Building a solid foundation starting from the beginning as well as providing realistic and sustainable lifestyle strategies is important. In addition, utilizing proven medical and nutritional practices help in addressing customers’ individualized concerns. Communication is a major boost towards achievement of success in the business world. Establishment of a personal relationship with the customers is vital since gaining their trust makes them pleased and ensures that they stick with the organization for longer (Droganov, 2016). One thing our organization does is delivering value beyond the price of an item for creation of happy clients. Customer satisfaction should be prioritized especially in the service business by ensuring great attention to detail and being honest in every action taken. Finding ways of spending more time with clients outside by offering them time to be with the company team such as holding one client appreciation event in a year is vital. There are other several ways of keeping the clients happy such as client appreciation events, client education events and sending e-newsletter to esteemed customers. Customer delight requires joy and surprise and is a more positive and emotional response towards a gesture.
In conclusion, service culture is very important and can be a competitive advantage to an organization. Creating a continuous service improvement tradition can lead to great achievements especially on customer experience. The entire organization has a the responsibility o create a motivating environment that motivates the clients as well as support and recognize their effort of coming to shop at the specific store. A good service culture can create a better place to work which has been found to be engaging and motivating to the customers as well as employees due to improved performance. Matching the company’s image and the customer base as well as setting up standards for clients’ service culture is important. The management should be sure to practice with role-play, train, and supervise new employees on customer happiness. In this case, customers can feel recognized, appreciated as well as welcomed all the time.
Droganov, S. S. (2016). Workplace Emotions as a New Kind of Corporate Culture. Экономика, экология и общество России в 21-м столетии, 183.
Norton, D. W., Durgee, J. F., & VanDeVelde, J. (2010). Producing customer happiness: the job to do for brand innovation. Design Management Review, 21(3), 6-15.
Wang, C. Y., Miao, L., & Mattila, A. S. (2015). Customer responses to intercultural communication accommodation strategies in hospitality service encounters. International Journal of Hospitality Management, 51, 96-104.