Question

A customer is looking for a specific chain saw in a home improvement store. she wanders up and down each aisle of one section of a store. two employees are talking about their weekends on the other side of the section. which element of customer service do these employees need to improve? their knowledge their competence their responsiveness their innovation

Answer 1

Their competence makes the most sense. Their responsiveness would be the second best choice.

Answer 2

these employees need to improve their responsiveness

Step-by-step explanation:

Responsiveness in customer service refers to how fast employees react and respond in order to satisfy customers' needs and meet their expectations.

In this case, the customer was looking all over the place in search of a chain saw and obviously wasn't able to find one that suited her needs. If the employees had been more focused on what the customer needed instead of their weekend activities, they could have helped her find a chain saw more quickly and she would probably have appreciated their help.

Quick and high quality responsiveness is a very effective way to improve customer service.