There are a lot of different views on what outstanding customer service actually looks like. The same goes for poor service. Today, I have compiled a list of five criteria for excellent customer service.
Availability. Are you available when your customers need you the most? Do you at least call/email them back within a timely manner? Good customer service means being there for your customers.
Human-ness. Do customers have to answer 30 questions from a machine before getting to speak with you? It’s okay to have one or two qualifying questions, but don’t make your customers answer 10 minutes of questions before they can speak with you.
Efficiency. Your customer service reps must be efficient and able to solve issues the first time, and in a short amount of time. When you’re customers are done, they should think, ”Wow! That was so much easier than I expected.”
Honesty. In some recent blogs, I talked about how important trust is. You customers need to be able to trust you and your business practices in order to be comfortable with you.
Personality. Sure, you can provide all of the above, but you need to have personality. Make it an experience, not a transaction.
If you make sure you’re successful in the five tips above, you are sure to provide exceptional customer service. What else do you think makes a customer service experience great?