Breaking Down the Definition of Excellent Customer Service
Simply put, the definition of excellent customer service is described as a service that treats customers with a positive, friendly attitude. It also involves trying to resolve their queries in an efficient manner.
Characteristics Required for a Role in Customer Service
Having examined the definition of excellent customer service, one should ask whether or not he or she has what it takes to excel in such a role. Being an effective communicator and having patience, compassion and the ability to exercise self control top the list of characteristics that are required in any customer service department. Being willing and able to go the extra mile for one's customers is what makes the difference between an average customer service representative and an excellent one.
A career in customer service is not for the faint of heart. It is important to not take things personally, as dealing with sometimes fraught and angry customers can be intimidating. This is where the key characteristics of the definition of excellent customer service fully come into play. Being able to show empathy, understanding and responsibility is paramount in making one's customers happy.
Respond in a Timely Manner
The last thing a customer wants is to wait a long time for a query or complaint to be resolved. As per the definition of excellent customer service, one should strive to deal with such situations efficiently so as not to antagonize the customer even more and potentially lose the customer's business. Make the call back after promising to do so, process a refund without delay or replace the item that was faulty. Customer loyalty should be of paramount importance to any business.
Become Familiar with Customers
Personalization is also key to showing customers that their business is valued. Greeting customers by their given name, recalling previous conversations held with them and tailoring products and services that meet their needs can contribute to an effective customer-business relationship.
To err is human, and to apologize for and remedy mistakes from the outset is admirable. Being able to take responsibility for one's actions and deal with any errors made promptly is a sign of excellent customer service. Failing to rectify mistakes can ultimately lead to a company having a bad reputation, and thus a loss of business.
Go Above and Beyond Expectations
Customers love when they receive a service that went beyond their expectations. An excellent customer service adviser will take pride in delivering a service that exceeds not only the customers' needs, but also the requirements of the company that he or she works for. Going that extra mile is what makes average service different from excellent customer service. That is the true definition of unrivaled customer care.
See the Bigger Picture
Those who work in customer service should view each client as having long-term business potential. This means that, by keeping customers happy, business is likely to improve purely through word of mouth. Happy customers are more likely to recommend a business to all of their friends and family when they feel valued and appreciated. Thinking more openly, they may also write customer reviews on the Internet for a much wider audience to see.