Whether you are in a frontline customer service person or managing customer service staff working face-to-face or on the telephone the customer service experience must be overwhelmingly great. It must be unique and reliable. If you don’t manage your customer’s expectations, your competitors will. If you’re in the public sector, for example, your customers may not be able to go anywhere else but without good customer service your reputation will suffer.
Defining good customer service and the different levels of customer service is heavily reliant on effective communication, especially when managing difficult customers. The key is to set clear customer service standards, recognise customer needs, show a genuine, caring interest and meet or exceed expectations.
Customers have choices and the way we interact and recognise moments of truth to quickly establish trust and build credibility helps create repeat business.