Question

Customer Service

Discussion Effective Communication

We have seen an increase in communicating with customers through social media or some other technology. Why is person-to-person communication (face-to-face) still important for delivering quality customer service?

Answer 1

In the era of digital world, marketing and customer service through digital means has quickly increased. However, person-to-person communication (face-to-face) is still widely practiced because of the following reasons.

1. Person-to-person communication inculcates a sense of importance in the customers. Customers would be happy if their issues are resolved on an individual basis in a face to face communication. It would enhance customer satisfaction in the long run.

2. Person-to-person communication enhances trust among the customers and increases credibility of the organization. When the problems and issues are addressed in a Person-to-person communication, it increases confidence among the customers that their problems will be solved soon. It increases the trust that the company is ready to hear them.

3. Person-to-person communication builds long term relationships. Communication over social media is a onetime activity. As soon the communication ends, the relationship between the customer and organization ends. Person-to-person communication builds long term relationship through demonstration of commitment by the company.

4. Person-to-person communication stimulates instant feedback. Customer issued addressed over social media resolve time to be solved. Assessment of feedback is also quite difficult over social media. Person-to-person communication brings out instant feedback and satisfaction of the customers can be gauged precisely.