Definition of world class customer service

Written by keith owings
  • Share
  • Tweet
  • Share
  • Pin
  • Email
Definition of world class customer service
Customers can hear the smile on your face. (customer service image by Kurhan from Fotolia.com)

Customers everywhere would define "World Class Customer Service" differently. They may consider the representative's level of attentiveness, or the efficiency of the service. However, there are very specific guidelines that customer service organisations use to measure world class customer service. These guidelines are usually divided into three parts: greeting, research and action.

Other People Are Reading

The Definition

According to Beldingskills.com, an organisation that specialises in customer service training, "World Class Customer Service, as we define it, is the process of consistently communicating to every customer--whether it is an internal customer or external customer--that they are valued, and that their satisfaction is paramount to your organisation."

Active Listening

Active listening is critical to determine the real reason that the customer is contacting you. There's nothing worse (for the representative or the customer than spending five minutes trying to resolve the wrong issue because of a communication error. The most effective tools to show that you are listening are open-ended questions and summary statements. "I'll be happy to change your address for you" would be a good summary statement. "So I can make sure you have everything you need, would you mind telling me a little about your situation?", would be considered a good open-ended question.

Definition of world class customer service
World class customer service demands active listening. (Man and pretty woman talking over coffee concept shot image by sumos from Fotolia.com)

Action

After the customer service agent has convinced the caller of his sincerity, and done the research to determine all of the customer's needs, it's time for action. Depending on the situation, that might be resolving a problem, or providing education or clarification. It could also mean anticipating future needs and bringing those to the customer's attention. Regardless of what form it takes, the action is dependent on the first two phases being effective.

Don't Miss

Filter:
  • All types
  • Articles
  • Slideshows
  • Videos
Sort:
  • Most relevant
  • Most popular
  • Most recent

No articles available

No slideshows available

No videos available

By using the eHow.co.uk site, you consent to the use of cookies. For more information, please see our Cookie policy.