What is Quality Customer Service
In this section, we will distinguish between the various levels of customer service quality and how customers' expectations and experiences are formed.
What is Quality Customer Service
It’s about managing a customer’s service experience
And to do that, you have to understand customer’s needs and what their expectations are.
Think of an example of a poor customer service experience you have had. What words describe the people you dealt with?
How did it make you feel?
Customer Service Report Card
Let's look at scoring customer service as you would on a familiar report card (A, B, C, D, F).
Meeting and exceeding customer expectations
Read the scenario below and select the option that best describes what you should do in this situation. After submitting your response, you will receive feedback about your answer.
You work in a computer lab at the help desk. A customer comes to you and says, "My CD is full. I need to copy the document I just created. Where can I get a new CD?"
Grade = A -
You go with her and show her how to temporarily save the document on this system and then email the document so that she doesn’t even need a disk to save it.
Creates a memorable experience –
one that “WOW’s” the customer
Let’s look at an example we can all relate to – service at a restaurant:
The service and dinner were very good. At the end of the dinner, the wait staff comes to the table with a beautiful dessert. You told him that you hadn’t ordered dessert, but he said “Happy Birthday.” You were very surprised and asked him how he knew. He said that the last time you were there they had asked you and the date was in their database. You now remember that they asked you your name when you sat down. “WOW!”
Grade = B - You lend her one of your disks and tell her to bring it back once she has bought one.
Exceeds customer expectations
Let’s look at an example we can all relate to – service at a restaurant:
When you order your food, the wait staff tells you about a new dish that is similar to what you ordered, but has a slightly different twist to it. She explains what it is, you order it and it was outstanding – better than what you were going to originally order.
Grade = C -
You tell her where the computer store is at the union where she can purchase one.
Meets customer expectations
Let’s look at an example we can all relate to – service at a restaurant:
You are greeted and seated promptly. The wait staff takes your order, the food is delivered in a timely manner and it is what you had expected it to be.
Grade = D - You tell her you don’t know, but she could come back and ask your co-worker when he gets back from lunch.
Fails the customer but gives options.
Let’s look at an example we can all relate to – service at a restaurant:
The waiter brings you the wrong food. He offers to take it back and get the correct order, but it will take 20 minutes. Or, you can keep what you have.
Grade = F - You tell her you don’t know.
Fails the customer by giving no options
Let’s look at an example we can all relate to – service at a restaurant:
The waiter brings you the wrong food. He acts like he doesn’t care.
What are some examples of customer’s expectations of you?
How do you know what your customer’s expectation are?
By asking them!
“How can I help you?” is the most powerful question asked by customer service professionals.
“How did we do?” is a great question to make sure that expectations are met.
By asking these questions, you can develop customer service standards, such as:
How can you make a difference in setting customer service standards in your area?