Services
President of the craft: improve service for customers
Long waiting for the craftsman: Many customers should know that. What the craft president says about digitization and customer service.
With more digitization and the targeted use of artificial intelligence, the service for customers could be noticeably improved from the point of view of craftsman President Jörg Dittrich. The President of the Central Association of German Crafts told the German Press Agency: “Many craft businesses are already making a good example and offer digital solutions to be closer to their customers, for example through transparent communication, reliable scheduling or digital documentation.”
Especially in times of rising prices, customers could expect craftsmen to deliver more service and more quality. “Just to say:” You have to buy it from me anyway “, don’t work in the long run. That revenues.”
There are ideas on how the service could be further improved, said Dittrich. “Why not insert a vehicle tracking so that the customer sees when the craftsman arrives? The digital appointment, in which the customer can see at a glance which time window is available, has long been a reality. The availability with a clear price is the consistent next step. Such approaches show that digitization opens up scope that can use the company to further strengthen customer service.”
Conversely, customers also need a realistic understanding of what craft businesses could actually do, the craftsman president said. “Quality and good service have their price and the companies are already doing a lot to meet this claim.” They trained young people, integrated immigrants, paid fair wages and at the same time tried to deliver reliably. And at prices that are still wearable for customers, but at the same time can still be represented economically for the company. “A good balance on both sides is needed between claims and feasibility.”
dpa
Source: Stern
