What Is Excellent Customer Service? Part 1

As you enter into the customer service job force, not only may you be asked to explain your view of great customer service, but you must also be prepared to perform and give excellent customer service. So what does excellent customer service look like? We have all heard horror stories of bad customer service, but how many have seen or heard of excellent customer service in practice as often?

When you are interviewing for a position that puts you in direct contact with customers, providing them service, the interviewer may ask you to explain your concept of what makes service excellent, in order to evaluate your philosophy behind dealing with customers and how you may reflect the company. So, let us take a look at some excellent answers as well as great things to put into practice in the field.

One of the first things for those in person face-to-face contact with customers, and I have mentioned this in previous postings, is to make a good first impression. This is done not only by you personally, in your look, dress, mannerism, and speech, but also in your surroundings. Are you and your work area clean? Are you and you workspace well kept and organized? How quick are you to recognize the customer, and seek to assist them? Do you always seek to come across professional and truly interested in helping them, or do you let your attitude or frustration shine through? Are you making the customer feel comfortable, or like a pest to you?

If you are dealing with customers on the phone, are you greeting them warmly and eagerly seeking to assist them? Can the customer "hear" your smile, or do they feel your grumpy attitude? Are they met with someone who truly seeks to assist them until their issue is resolved, or are you just punching the clock waiting for the day to end? Are you listening to the customer attentively, making notes if needed, to assure you understand their issue? If you are unable to answer the issue directly, are you able to find someone who can in a timely manner without having the customer hold for more than thirty seconds? If not, it might be best to offer to call them right back when you locate someone to help, or if you need time to personally resolve the situation. Be sure to always call them back in a timely manner, and be sure to give them a realistic time frame of when you will be calling them back; and then be sure to do it.

I know personally, I have often been told by the person on the phone that they or someone else will call me back in a moment with an answer, to only never be heard from again. Those types of things just infuriate the customer, and their next call in to the company will likely be not so friendly. It is important to follow through and make the customer feel like they have your attention and that you are there to serve until a solution is found. That is part of great customer service.

Jeff McCormack resides in Virginia Beach, VA. where he works as a web designer by day. In his off time he is a husband, father, and musician. Aside from being a freelance writer for this Customer Service Jobs blog, he also seeks to assist in career choices and information by contributing to other Nexxt blog sites.