5 Pitfalls of inadequate or poor customer service given by retailers:

Lack of Product knowledge
Every customer service provider/ retail assistant has to have in-depth knowledge of their products in order to help customers make their decisions. Lack of product knowledge will cause customers to lose interest in the products as they do not know much about them, and ultimately cause them to switch to another brand.

Lack of respect
Lack of respect in customer service refers to the fact of not giving the customer full attention or treating customers like a “king”. Examples include ignoring the customer whether they are in need or not and could be basic things like not greeting them.

Insensitive to customer’s time frame
This simply means that the customer service provider lacks the sense of urgency when serving customers. Even though the customer is not in a rush, he/she would still want to be served as quickly as possible.

For example, there was once when I went to Isetan and had a bad experience. I was only greeted after 10 minutes. When I asked for assistance, the 2 sales associates there totally ignored me.

Impersonalized service
Nowadays, customers have high expectations of the service provided to them. Basic expectations that are met are just a norm and it takes more than that to build relationship with customers. Things like taking note of regular customers and their purchases, calling them by their name are examples of personalized service. More can be done to improve on it eg updating customers about upcoming promotions and/or new arrivals.

Insufficient responsiveness
It is normal for customers to give feedbacks/complaints every now and then whether it is in a good way or not. The fact that they are trying to find out or tell the retailer what went wrong etc. This should be received positively by the retailer.

Other than that, the retailer should take the time to respond to the customer as quickly as possible to show that they are care about every one of their customers.

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