What makes Good Customer Service?

I am often surprised by the lack of customer service I see in the world today. I have even written some blog and articles on the topic. When I do get good customer service it does bring a smile to my face and a desire to go back to that business again and again. So what makes up good customer service from an organisation perspective? In a previous article, “Has the Art of Customer Service been Lost?” I discussed some methods that an individual can implement and in this article I will expand on list to include five elements of Customer Service.

Five elements of Customer Service are:

  • Friendliness
  • Helpfulness
  • Timeliness
  • Quality Product or Service
  • The Environment

Let’s start with the first one, friendliness. Staff in direct customer service roles will have the biggest impact on the perception that our clients will have of our organisation. So staff that are friendly and acknowledge the customer at the first opportunity will leave a good perception of the organisation in the mind of the client. This can be done in person, on the phone or even over the internet. I recently was on a website and placed a request for assistance. Instantly I had a friendly staff member instant messaging with me. I was very impressed with the organisation and it was one of the reasons I choose that organisation over their competitors.

Have you ever been researching a product or service to purchase and have questions but not be able to get an answer to your questions? I have and this has made me nervous about my purchase at the time. Helpfulness in being able to answer questions and also being there to confirm that the product and service is meeting the needs of the client. I remember receiving a phone call to follow up from a company I had recently done business with to find out how I was going with their service. At the time I was not satisfied with the service I had purchased, however the staff member was able to solve some issues and I became a satisfied client.

When a client makes a purchase or even places an enquiry about a product or service they have expectations about the time it will take for you to get back to them. Getting back to the customer with an answer or the product in the expected timeframe or shorter will enhance the customer experience. Timeliness is another key element of Customer Service. As an organisation we can also help to set the expectations around timeliness, by providing in our promotion material what the expected delivery times are. Remember though, you will need to meet these timings.

The Quality of your Product or Service is important in setting the perceptions of the client. This does not always mean that you need to provide the best quality product. The product needs to meet or exceed the expectations for quality and price in the clients mind. There are cases in which the client does not need or want a high quality product, as they do not wish to spend a lot of money. You need to ensure that your product and service meets the expectations of your target market.

Your organisation may sell your product or service through several methods. The Environment refers to the client experience with these methods. Does your website have a professional feel to it? Is your shop or office clean, neat and professional? Does your delivery drivers dress professionally, wear deodorant and drive clean vehicles? All of these things have an impression on the client. The keys for the environment are professional, clean and neat.

Of the five elements listed above an organisation can employ training, monitoring systems and set of values that will drive the organisation towards a continuously improving customer service culture. I wish your organisation the very best in delivering a quality Customer Experience that will continually bring your clients back again and again.

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©Attila & Kim Ovari 2012. The content of this Article may be reproduced with permission of the author. Created 30 Dec 12.

  1. Excellent article. Customer service is a lost art. Enjoyed reading the viewpoints.

  2. You are after my own heart. I’ve written about the lost art of customer service several times, and was about to write another one. Thanks for your thoughts on the subject.

  3. Excellent points. Customer service is becoming a lost art. Enjoyed reading this!

  1. Pingback: Customer Service Done Right | Attila & Kim Ovari

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