The quality of customer service is the key differentiator between good, bad and indifferent companies. Good quality customer service keeps customers coming back ; bad customer service drives customers away, taking their friends, family and workmates with them.
Why is quality customer service so important?
The Importance of Service Quality
It increases sales . Good service can prompt customers to spend more than they’d planned. ... Customer service generates positive word-of-mouth and person-to-person recommendations. It improves the way people see your company, which boosts your reputation and your brand.
What is quality customer service and why is it important?
Here are the reasons why quality customer service is important. Provides value-effective customer service programs emphasize on treating customers well, answering questions, responding to complaints, and exceeding customer expectations . Such an approach keeps customers engaged and builds strong relationships.
What are 3 important qualities of customer service?
Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude . Although customer service varies from customer to customer, as long as you’re following these guidelines, you’re on the right track.
What is excellent customer service?
Excellent customer service means going beyond meeting your customer’s basic needs . It involves much more than providing support in a timely and pleasant manner. More importantly, it means doing everything possible so your customers are not merely satisfied. They’re actually happy with your products and services.
What is the concept of quality service?
Service quality generally refers to a customer’s comparison of service expectations as it relates to a company’s performance . A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.
What are the principles of quality customer service?
- Quality Service Standards. ...
- Equality/Diversity. ...
- Physical Access. ...
- Information. ...
- Timeliness and Courtesy. ...
- Complaints. ...
- Appeals. ...
- Consultation and Evaluation.
What are the 4 principles of customer service?
- Being Where Our Customers Are. The first driving principle is providing contextual in-product help whenever possible. ...
- Making It Easy to Find Answers Fast. ...
- Consistency and Compassion. ...
- Closing the Loop.
How do you provide quality customer service?
- Be friendly. The most important rule in providing excellent customer service is to be friendly. ...
- Respond promptly. ...
- Know your product or service. ...
- Listen to your customers. ...
- Say thank you. ...
- Get to know your customers. ...
- Ask for feedback. ...
- Use the feedback you receive.
What are the 7 qualities of good customer service?
- Problem solving skills. Customers do not always self-diagnose their issues correctly. ...
- Patience. Patience is crucial for customer service professionals. ...
- Attentiveness. ...
- Emotional intelligence. ...
- Clear communication skills. ...
- Writing skills. ...
- Creativity and resourcefullness. ...
- Persuasion skills.
What are five characteristics of quality customer service?
- Knowledge of the Product. How bad is it when not even the employees from a company know about the product they are selling. ...
- Empathy. ...
- Customer Focus. ...
- Patience & Flexibility. ...
- Language skills.
How do you handle angry customers?
- Stay calm.
- Shift your mindset.
- Acknowledge their distress.
- Introduce yourself.
- Learn about the person you are talking to.
- Listen.
- Repeat their concerns back to the customer.
- Sympathize, empathize and apologize.
What is excellent customer service examples?
- The store owner who remembers — and appreciates — repeat customers. ...
- The online merchant that sends personalized video message to each new customer. ...
- The online store that proactively addresses shipping issues. ...
- The associate who comes up with the perfect greeting.
How do you deliver quality service?
- Know your product. ...
- Maintain a positive attitude. ...
- Creatively problem-solve. ...
- Respond quickly. ...
- Personalize your service. ...
- Help customers help themselves. ...
- Focus support on the customer. ...
- Actively listen.
How do you handle difficult customers?
- Keep your communication professional.
- Remain calm and collected.
- Speak softly.
- Practice active listening.
- Give them time to talk.
- Understand the customer’s point of view.
- Assess their needs.
- Seek a solution.
What are the 3 elements of service quality?
- Tangibles: appearance of physical facilities, equipment, personnel, and communication materials.
- Reliability: ability to perform the promised service dependably and accurately.
- Responsiveness: willingness to help customers and provide prompt service.
