Every business has a well-defined target audience which partly depends on the products or services and partly on the preferences of the company. It’s normal for a company to have a multitude of products or services catering to multiple audiences, and that’s where things get a little complicated from the perspective of customer service.
Today, it’s becoming increasingly important to ensure optimum customer service. To strategise your customer service policy and how you would manage the challenges, you have to know the purpose of the visitors at every branch. Every walk-in or pre-booked appointment customer doesn’t necessarily have the same demands.
Let’s consider some of the common purposes:
- Some visitors may visit your branch as part of a routine, updating certain information, placing a regular order or just enquiring about the new products.
- Some visitors will walk-in to report complaints or to have their grievances addressed.
- Some visitors will have special demands, be it the products or the services, a financial agreement or anything pertaining to your mutual association.
- Then, there are visitors who aren’t your customers or leads and may or may not be interested in what you sell.
You should respond to a query in one way, which of course, differs from how you would handle a grievance and existing customers and new customers shouldn’t be treated the same way. From the kind of information you need to how complicated certain service deliverables can be, a branch will have to satiate myriad demands.
In such a scenario, you need to know who is coming to your branches and for what purpose. Only then can you come up with a well informed strategy of catering to your visitors. You need adequate staff, you need experts in specific niches that will attend to the visitors and you need enough provisions in your branch to manage the walk-in footfall and to cater to optimum customer service. Only then can all the visitors find the desired resolutions at your branch.
But how do you do that? Is it possible to know who is going to visit you – predict the future if you will? Of course, predicting the future might be out of the question, but QHERE is the closest thing to it. With the QHERE app, your walk-in customers can select their desired service, fill in their details and queue remotely. The app is fully customisable; you can ask your clients important questions that will help you with workforce management, before the customer walks through your door.