What are the customer service channels people are more willing to use Essay

What are the customer service channels people are more willing to use to resolve problems The least willing Phone-based, face to face, self-service, online channels - Essay Example According to Perlitz & Hutton (2010), it is imperative for the customers to establish a sense of feeling that the business considered as interesting. Sending an apology through an email is one way of showing concern to the client. In addition, making a phone call is a path that many people are willing to take in solving customer issues (Perlitz & Hutton, 2010). Emphasize of the call is to inform the client that the business is handling the issue coupled by realistic promises that will ensure that the issue never comes up again. After fully fixing the problem, it would show courtesy to call or send an email to the customer on the same. Face-to-face and self-service are two methods that people least want to use when dealing with an issue involving a customer. Foremost, face-to-face channel creates a lot of unnecessary drama within the business premises. Usually, the customer attempts to prove a point that the business personnel are responsible for the problem. In the processing of putting across the point, the customers tend to become aggressive and may interfere with normal business operations (Perlitz & Hutton, 2010). On the other hand, self-service creates a huge inconvenience to the business because the customer is likely to interfere with the resources of the business. More often than not, Self-service does not resolve a problem. If anything, it fuels the problem further there will be no understanding between the parties. Some customer service channels are more preferred in resolving client issues than others. The preferred ones include online channels and phone calls while the least preferred include face-to-face and self-service. The preferred ones tend to create an understanding that ultimately resolves the issue. The least preferred channels drives intended issue further thereby causing more