The Importance of Empowerment in Customer Service Management

There are many customer service skills which every employee needs to master if they are to deal with customers on a regular basis. Without these skills, a company's customer service department can be thrown into chaos and disappointments, not to mention the loss of customers if the support service continues to let them down. In order to facilitate the customer with appropriate support, many applications exist and contribute in different ways to provide speed of service and break down barriers. This is especially important in large spaces crowded with goods, reducing the time and effort for customers to reach the parts they desire to purchase or acquire is essential. The researchers of this paper contacted employees working in an home supplies store and many questions were raised about the difficulties they face if the store is overcrowded with customers who need the same services simultaneously. Moreover, several personal interviews with customers were conducted to obtain sufficient information, confirm the problem, and develop proposed solutions that are feasible and beneficial to both parties. The result of the data collection and analysis suggested the need to develop a mobile application to help customers receive better services and organize the multiple requests from employees, thus facilitating better communication. It also intends to help employees provide better service, reduce quality service problems and misunderstandings, as well as reduce the waiting time for customers when checking for and finding items.