Give feedback in this two articles

Article 1

The resource I decided to pick for this discussion is a magazine thats for Customer Service Managers and Professionals. I found this magazine by using the resources in the tab thats found in D2L named Additional Resources. The title for the article in the magazine is Empirix Launches New Hammer Partner Program to Capitalize on the Growth of the Contact Center as a Service Market (CCaaS). I enjoyed reading this article because it does relate to the understanding I have about customer service. The topic is about coming up with something new to better a customer's experience and thats exactly what comes to mind when I hear customer service. Empirix had been working hard to develop some kind of program so customers can benefit from it. The program seems to have taken them some time and hard work but it seems to be working well. This concept is important to my definition and understanding of customer service because I have always thought about customer service being something that is about taking care of customers. No matter what a business always wants to stand out positively to people who support it. Hammer's program is providing customers with a great experience. This would be considered an important trend or concept in customer service today because things changing around us. We are in a more modern time where any place can steal your customers if they see better performance. Therefore you have to be on top of the game and always come up with new things like Empirix did.

Article 2

Since the last year COVID closures, there is a significant improvement in the customer service. Each company had to either improve their customer service or loose the customers. People were forced to stay at home and on-line shopping skyrocketed. But if the purchased product wasn't satisfactory, the customers turned to the company's customer service mostly via phone or online. And that was the sector that companies could easier control than any other (supply chain, shortage of materials, deliveries...). The company Chewy, Inc. (retailer of pet food and other pet-related products) is voted as the company with the best customer service. Their customer service wasn't just delivery but also they would surprise their loyal customers with oil paintings of their pets. They also have a telehealth service for the pets - so the pets owners could've get an evaluation of their pets on-line, without leaving their home. The company was witty and open to offer a great customer care which not just kept their loyal customers but attracted the new ones as well.