Improving Customer Service through Personal Touchpoints

Once, I interviewed a candidate who worked as a sales coordinator at a bank. When I asked her about the sales job, she shared how she personally assisted 240 customers, being their go-to person for any doubts or needs they had.

This got me thinking – what if every customer had someone to call and ask for assistance, like having a human touchpoint? Just like how security is available at an SBI bank to help customers with even simple tasks like filling out forms.

In my own life, I've faced several pain points as a customer – from filling out applications and sending them through mail to making photocopies. These seemingly small tasks have delayed many things for me, and I'd gladly pay extra to save time if such a service were available.

My aunt, preparing for her OET exam, joined an academy where each customer is assigned to a specific employee who handles all their needs, making everything so easy for them.

Similarly, my friend Bibin, who studied MBA at Lead College of Management in Palakkad, had one faculty member dedicated to a group of students, providing comprehensive assistance throughout the course and making everything smooth for him.

I truly admire Federal Bank for their exceptional customer service. You can directly call the bank manager and ask any doubts, and they take responsibility for resolving issues. In contrast, HDFC Bank's poor customer service has left me disappointed.

What I'm trying to convey is this – make everything easy for your customers. Offer personal touchpoints where they can reach out for assistance anytime. Take ownership of their problems as if they were your own and ensure they are resolved, even if the customer forgets about it.

While technology handles many tasks these days, there will always be customers who crave human connection. Let's not disappoint them and remember the value of providing a personal touch in customer service.