Consumer expectations in 2021 will leave little room for error when it comes to customer experience. Those who’ve invested in providing great customer service will thrive, and those who haven’t will need to act quickly in order to remain competitive.
For companies, across almost every industry and function, 2020 will forever be a defining year. Many businesses have had to adapt — and some have had to shift their models entirely. But every business has felt the effects of rapidly changing consumer expectations.
A recent survey shows that post-COVID-19, 59% of consumers will care even more about customer experience than they did in the “before times” when deciding which companies to support or buy from.
If you’re a business, this means there is very little room for mistakes heading into the New Year. Any friction in a customer’s journey can cause a loss in potential revenue, and a potential gain for your competitors.
Consistently meeting the demand for an above-average customer experience can be an arduous task, but with so much competition for online business, it’s one that companies simply won’t be able to ignore in 2021.
ETA Assessment’s Level 2 Customer Service Practitioner EPA presents the perfect opportunity for learners to gain the skills and knowledge required to thrive in the sector, particularly given present challenges. The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.
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