A few years back when I started my career as a customer service assistant, I remember frequently hearing the terms “customer satisfaction” and “customer service”. Initially I found it hard to understand why there was such emphasis placed on these two terms. As time went on, I realized that the level of customer service provided will determine just how satisfied a customer really is.
There are two local stores I can shop at in my area; both provide the same items, yet one is always more crowded than the other. Often times I shop at the less crowded store for the sake of saving time; however, I have shopped at both stores and can say there is definitely a difference in how each conducts their business. While I don’t necessarily have anything negative to say about the one that usually has the least amount of customers, I do have plenty of positive things to say about the one that is always crowded. My overall experience at the store with more customers is actually more favorable because they focus on delivering satisfaction through good service instead of just providing the bare minimum.
Check out some of the different types of services outlined in a recent Business Week article by Ron Kaufman and ask yourself just how important is “customer service” and “customer satisfaction”?
- Criminal service is really bad. It’s service that violates even minimum expectations, the kind of service that your customers remember never to use again, and are angry enough to call you and complain about.
- Basic service is disappointing. It’s the point of frustration that can turn into anger—but when it’s over the customer is not disappointed enough to complain. However, he will tell his friends, and will remember not to call you for that kind of service again.
- Expected service is nothing special. It’s the average, the usual, the norm. The customer might come back to you, but only if no better options exist.
- Desired service is what your customers hope for and prefer. They’ll do business with your organization again because you do things for them just the way they like it.
- Surprising service is something special, like an unexpected gift. It gives your customers more than they expected. This makes you an organization that customers enjoy and will come back to again and again.
- Unbelievable service is astonishingly fantastic. This is the level of service your customers can’t forget, the legendary treatment they will tell all their friends about.
InterCall’s global support teams always set out to achieve ‘unbelievable service’. From offering a variety of ways to access our representatives, like online chat, emails or phone calls, to self-help options through InterCall Online or our online learning center, we want to make getting an answer simple and quick. Our staff is comprised of people who speak 19 different languages and are available 24/7.
A company’s reputation is only as good as the customer service it provides. Please a customer and your client base will swell with co-workers, relatives or neighbors who catch wind of your top-notch representatives. Have you had a personal experience when the customer service level clearly fell into one of the categories above? Has your business flourished as a result of the outstanding service your customers receive? Share your story with us today!
Anusha Karnad is a post call services lead at InterCall in Bangalore. She’s been with InterCall since 2009, working in customer service, training for new hires and account management where she helped customers with billing and service related questions. Anasha’s background is in training voice, accent and soft skills for customer service agents.