The quality of customer service It can be defined as the customer's perception of how well a company's service meets their expectations. Both the services offered, and the expectations they help create, are important aspects of quality..
Companies do not exist without customers. Attention to customer needs is key to retaining them. To provide excellent customer service, a culture of customer service must be permeated throughout the organization..
When all employees understand that satisfied customers are connected to business success, they will take the initiative to create a superior customer experience..
Quality in customer service is the key differentiator between good, bad and indifferent companies. Good quality customer service keeps customers coming back, while poor service turns customers away from a competitor, taking their friends, family, and coworkers with them..
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The perception of having received quality in customer service is important in the decision-making process. Consumers want to have a memorable shopping experience, the most important aspect of this shopping experience being their perception of the service.
If an organization does not provide quality customer service, the probability that that customer will continue as a sponsor of the organization is very low. A client buys in the places where he feels comfortable and where the service provided is of the highest quality.
When customers spend money, they are likely to return to a business they know and have a positive association with. Therefore, quality customer service is directly linked to customer retention..
Small businesses have fewer opportunities to deliver value to customers compared to large-scale organizations, which may offer lower prices based on volume and a larger product selection.
High-quality service can be a competitive advantage for a small business when customers are looking for an ongoing relationship with a retailer or a creative shopping experience..
Developing a positive relationship with customers through high-quality service benefits the company, because it gives access to the best kind of market research: customers will directly say what they want.
Listening to customers provides the opportunity to improve the product or service to satisfy them, before they leave the company in favor of a competitor.
Happy customers share their experiences with friends and colleagues, which will increase business over time.
With service, unlike manufacturing, there is no tangible product. So there are many ways to approach quality in this context..
Customer expectations should be the basis for defining quality standards in customer service.
Each organization has a unique personality. This must be reflected in the quality standards.
Financial services company Northwestern Mutual has developed a brand of security and stability. The effective professionalism that matches this image is an integral part of their services..
On the other hand, Moo.com, a print-on-demand company, encourages its team to be passionate, charming and ambitious..
Their motto is: "We are not happy until you are satisfied." Its quality standards lead to services that, like its name, are more jovial than those of other companies.
In both examples, the quality standards create effective services that are suitable for the brands of these organizations..
Employees, shareholders, suppliers, government, associations and the community are stakeholders of a company. These sources of information shape many of the quality standards that will need to be established..
For example, evaluation sources in the tourism sector generally rate hotels up to 5 stars. The Forbes guide uses more than 800 standards as part of its assessment.
To earn a five-star rating, arriving guests must be greeted and assisted within 60 seconds, phone calls must not be put on hold for more than 30 seconds, and many more.
Since the rating significantly influences the marketing of a hotel, its quality standards should reflect the alignment of these requirements with an appropriate level of service..
A satisfied customer stays with a company longer, spends more and can deepen the relationship.
For example, a customer satisfied with the credit card can affiliate other financial services of the company.
This is an easy sell, compared to television advertising campaigns and other sophisticated and expensive methods of attracting new customers..
To understand the customer's needs, only their voice should be listened to and act accordingly.
Listening to the customer can be done in many ways, such as with suggestion forms and satisfaction surveys.
Suppose a customer visits an expensive hair salon and receives a warm welcome, a drink, and a great haircut..
Later, being out of town, he visits the same chain of hairdressers, but does not receive a friendly welcome, nor a drink, nor a great haircut..
That customer is probably not satisfied and will not use that chain again, as they did not receive the same customer service, which is more than a good haircut.
Improving relationships with internal customers and suppliers helps to provide better service to external customers, with reduced delivery times, higher quality and better communication.
The customer wants to communicate with the company in many ways: face to face, by phone, fax, and email. The client expects all these communication channels to be always open.
This represents a challenge, since it requires an integrated solution, which provides the employee with the necessary information to offer effective customer service..
On a typical day, the train is expected to arrive on time, the coffee to be hot and delivered quickly, and the coworkers to work as a team..
People become frustrated when their expectations are not met, increasingly demanding a higher quality of service in more areas of their lives..
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