12 December 2013

Best customer service


Best customer service formula

The recipe for best customer service has never been published yet many organisations claim to know the secret formula. By performing a key word density analysis on a number of relevant pages we have come up with the secret formula from the customer point of view:

29% - deliver a result: give the customer what he wants and that will be a key driver of satisfaction
25% - being helpful: all about attitude and clearly trying to help the customer resolve their queries
11% - speed: giving a solution quickly is appreciated by customers
10% - listening: listening to the customer is a mark of respect and will help understand his/her "case"
7% - learning: customers want companies to learn from previous situations so bad stuff does not happen again
4% - experienced and skilled staff: clients want to deal with competent staff
3% - social media presence: for some customers, social media will help deliver the best customer service
3% - excellence: quality of service has a role to play in the overall customer service process
3% - marketing: the promise of good customer service actually contributes. It shows the company commitment to deliver the very best customer service
2% - rules: some rules help sometimes - consumer rights, warranties, service levels, compensation?
2% - privacy: important to keep customers matters confidential
2% - care: empathy, and care can matter enormously in some situations

What do you think? Is this the right formula for best customer service?
Please let us have your opinion by taking part in the best service poll in the right side-bar or post your suggestions on Twitter using the hashtag #bestservice or notifying @verybestservice. Thank you



13 comments:

  1. This comment has been removed by a blog administrator.

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  2. To make it simple, what we really need is "sharing of info's, offer our personalized service, and finally find solution to their need. Its as simple as one, two, three. But of course its as effective as what have been mentioned.

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  3. This comment has been removed by a blog administrator.

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  4. Excellent post. I want to thank you for this informative read,I really appreciate sharing this great post. Keep up your work Customer Support Services.

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    1. Thanks for your comment, the best customer service is not always easy to achieve but it should be an aspiration for all :)

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  5. Delivering a result is really important cause many of people who are getting touch in customer service want a result.

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    1. Yes definitely, please do not forget to vote, right sidebar - thanks

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  6. Should technology also be considered in that formula? I mean I feel like more and more businesses are turning to technology to improve customer service and the overall customer experience. Things like touch screen kiosks, mobile apps, and live chat centers are truly changing the way we view customer service.

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    1. Yes, but remember, this is about service from the customer point of view, so not surprising that they do not require "technology" - phones, internet etc are now given as opposed to nice to have and the technology placed behind these is transparent to customers.

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  7. I seen some recipe their that don't have an customer service cause i know in my self as an customer service staff that i need to learn everyday from the customer and improve my self to give to all customer the satisfaction that they are looking for.

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  8. This comment has been removed by the author.

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  9. This comment has been removed by the author.

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  10. Sorry was trying to edit for clarity :)
    Nice breakdown of the components. I like to think of customer service from the customer's side. I ask myself at the onset: "What can I do to make this transaction smooth and quick?" How can I make that person want to help me?

    The answer is usually be nice, polite, assertive, friendly, and don't take "no" for an answer. At least it works for me, what do you think?

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