Specialists in customer service have transferred this “two factor theory” model to customer satisfaction. Motivators such as free products, social media support, and temporary but strong positive experiences increase customer satisfaction, while hygiene factors such as long waiting times and unresolved problems reduce satisfaction.
In the case of the employee, the Human Resource Department should run exit interviews for the leaving employee about the working environment, payment, etc in order to test the efficiency of the company’s management. This protocol is called “employee retention” and analyzes the job satisfaction level of the employees. It can be easily used for analyzing consumer satisfaction; however, companies never run or very few run surveys with consumers that are not pleased with their services, hence the “two factor theory” can’t efficiently analyze and document the customer’s satisfaction.
In recent years, new theories on customer service have emerged from the two theories that we have mentioned above, as well as other theories focused on manipulating behaviors. Let’s take a look at these theories and especially focus on what these theories tell us to do and not to do in order to create an excellent client service system.