How can verbal feedback affect customer encounters?

How can verbal feedback affect customer encounters?
Be sure to provide support for your position by including examples.
ANSWER
Verbal feedback can have a significant impact on customer encounters. It can affect the customer’s perception of the company, the customer’s satisfaction with the interaction, and the customer’s likelihood to return.
**Positive verbal feedback can:**
* Make the customer feel appreciated and valued.
* Reinforce the customer’s decision to do business with the company.
* Encourage the customer to spread positive word-of-mouth about the company.
For example, a customer who is told “Thank you for your business” or “It was a pleasure serving you” is more likely to feel like they were treated well and that their business is appreciated. This can lead to increased customer satisfaction and loyalty.
**Negative verbal feedback can:**
* Frustrate and anger the customer.
* Damage the customer’s relationship with the company.
* Lead the customer to take their business elsewhere.
For example, a customer who is told “Sorry, I can’t help you with that” or “You’ll have to come back later” is more likely to feel like they are not being taken seriously or that their needs are not important. This can lead to decreased customer satisfaction and loyalty.
**Here are some examples of how verbal feedback can affect customer encounters:**
* A customer is shopping at a store and asks a salesperson for help finding a product. The salesperson responds in a friendly and helpful manner and is able to find the product for the customer. The customer is grateful for the help and leaves the store feeling satisfied with their experience.
* A customer is at a restaurant and orders a meal. The meal is not cooked to their liking and they send it back. The waiter apologizes for the mistake and offers to make the meal again or to replace it with a different meal. The customer is happy with the waiter’s response and appreciates that he was willing to fix the problem.
* A customer is using a customer service hotline to resolve a problem with their account. The customer service representative is rude and dismissive. The customer is frustrated and angry and ends up hanging up the phone without getting their problem resolved.
In all of these examples, the verbal feedback that was given had a significant impact on the customer’s experience. In the first two examples, the positive verbal feedback led to increased customer satisfaction and loyalty. In the third example, the negative verbal feedback led to decreased customer satisfaction and loyalty.
It is important for businesses to train their employees on how to provide effective verbal feedback to customers. Employees should be taught to be positive, helpful, and respectful, even when dealing with difficult customers.