What Exactly Is Good Customer Service?
Recently, I came across an announcement in the local newspaper about a major bank planning to invest up to RM16 million for its customer service transformation programme that started in April 2010. It was reported that the focus of the programme is on training and development that will enhance the service performance of all its front line personnel. Ultimately, the bank wishes to transform itself into a one-stop centre where all the customers’ needs could be met in a timely and friendly manner. No details of the sort of training and development programme were available but my guess is the bulk of the cost will go into developing the soft skills of its front line staff rather than in technology. It is interesting to note that the bank will also be sharing best practices for customer services with one of its affiliate banks overseas. It appears that organizations today are beginning to recognize the importance of good customer service and are prepared to invest so as to ensure the needs of its customers are well taken care of. So what exactly is good customer service? There are many good definition of the term “good customer service” that can be found in the Internet. Likewise, there are also many good definition of the word “quality” to denote the need for quality in products and services. To me, the term good customer service cannot be defined by words alone but best through real life experience at the point of transaction or interaction.
Want to know more about what good customer service is really about and how you can help your organization gain more customers ? Well, you are just one click away What is good customer service really mean?. Alternatively you can also write to me for personal advise or suggestion via my personal email at philipkoheh@gmail.com.
As a start, here are some definitions of which I feel give a good explanation of the term :-
- According to Jamier L. Scott. (2002),“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”
- According to the ACA Group, “Customer service is the ability of an organization to constantly and consistently give the customer what they want and need”.
Key words like “consistently” and “constant” are an integral part of the definition and for good reason too. As a customer myself, I expect to feel the good service not once but consistently and constantly I buy from a particular outlet.
Not all customers will bother to give your feedback verbal or otherwise. Hence, it’s becoming increasing challenging and difficult to read the sentiment and satisfaction level of your customers. Either extreme will be remembered for a long time by your customers. How people are being served or like to be served have undergone a major transformation over the years thank largely to the invention of Internet.
To proper define good customer service, we first need to understand the different components that play a part in fulfilling the needs and wants of your customer.
Physical Attributes
Having the right facilities in a conducive environment are integral part of customer service. As physical attributes are difficult to change once they are setup, it is important to spend enough time to research and decide on a best “fit” for the types of business and customers you are looking for. The biggest turn-off for any customer is to see the “under renovation, any inconvenience is regretted” sign whenever he walk into an office/outlet. At the end of the day, you do not want your customers to have to stand for long hours in a chaotic/congested environment while waiting to be served.
Ways to reach your customers
With the invention of Internet and availability of innovative self service kiosks, organizations must find way to optimized the benefits of using such a technology without compromising the human touch of customer service.
Click here : 3 myths about customer is always right
Emotional factor
This is basically what good customer service is all about. A good customer service personnel knows how to read, anticipate and offer appropriate solutions to meet the immediate needs of the customers. He is able to speak the same language and literally dance with the customer. This is by far the most crucial component of a good customer as all of us by nature are very emotional creature. Having a highly trained staff that are only good in the technical aspect of your products/services are no longer enough. The staff must have the ability to anticipate and interact with the customer at a more personal level. This is where recruitment and having people with the right profile for the job is absolutely critical. If the person does not have the right profile to “serve” no matter how much an organization invest in the staff he is not going to be able to make a difference to your customer.
Unless one is prepared to change to adapt and invest in new ways of training your staff to better serve today’s discerning customers, very likely your organization may be out of business sooner than later. It is the intention of this blog to share up to date, tools and videos about customer satisfaction and how you can benefit by learning about such materials carefully researched and constructed by me thanks to the over 30 years of working experiences directly dealing with ensuring the satisfaction of customers.
Tags: Customer Service A Must For Business, Define customer service, feedback and complaints, Importance of customer service, passion to serve, service culture, what customer want, What exactly is customer service, Why customer service
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