Customer Service Excellence

Customer Service Excellence

A customer is a key of any business and a purpose of what we do

In my career, I have dealt with customers globally across 5 continents and it was imperative that not only I learn how to deal with customers, but also how I can achieve the customer service excellence, ensuring that customers are satisfied, and their needs and expectations are met or exceeded.

And this is what approach customers working with me can expect so, they are left with a unique experience.

I am going to elaborate now on what the Customer Service Excellence CSE is:

How customers are approached will directly reflect on the business success. Knowing how to provide great customer service experience is essential.

Defining Customer Service Excellence CSE

Customer service is about providing customers with the assistance.

However, CSE is when you have a personalized, respectful, and smooth approach in your provision.

CSE is also giving a customer a chance to make their feelings recognized and their wishes realized.

With CSE, you will provide all the assistance for a perfect customer experience.

This approach needs to be applied before, during and after the purchase.

What makes Customer Service Excellence CSE?

Once a definition is clear, what about the characteristics that explains it? Here is what CSE consists of:

  • Meeting and exceeding customer’s expectations.

  • Personalizing customer service to their needs.

  • Timely solving any challenges.

  • Fast responses, recognizing when customers need help.

  • Showing positive attitude, professionalism, ethics all the time even when complaints come up.

  • Being creative with problem solving.

How to achieve Customer Service Excellence CSE?

Why not to step up the customer service approach and reach excellence. Here are some tips:

  • Great service/product knowledge.

  • Treat customers as individuals & provide personalised interactions.

  • Get to know your customers.

  • Respond promptly.

  • Help customers help themselves.

  • Anticipate and understand customer’s needs & expectations.

  • Apply ethics, effective communication with active listening, assertiveness, and consistency in you approach.

  • Ask for feedback and use the feedback you receive.

  • Be friendly & Show empathy.

  • Keep you promises.

  • Follow up with customers whenever it is needed.

Customer perception

Customer perception is their reality. What customers perceive or how they perceive you or your services, that is true and reality for them. Each customer can have different perception on the same service or product.

Customer perception is the opinions, feelings and beliefs customers have about your brand. It plays an important role in building customers loyalty and retention as well as brand reputation and awareness.

By creating positive emotions and experiences, you can encourage your customers to come back for repeated purchases. Additionally, customers who value your brand and services, and think highly of it might be more likely to recommend it to others.

  • Consumers might be more likely to conduct business with companies or individuals they trust. Developing positive relationships with customers can generate more leads and sales, contributing to company success and longevity.

    Customer perception can also impact on whether consumers are loyal to your brand or switch to your competitors.

  • Customer perception can change, based on a variety of internal and external factors such as:

    • past-experience

    • price

    • quality

    • usability

    • customer service

    • marketing

    • reputation

    • recommendation

  • • Learning what customers think

    • Focusing on customer service

    • Improving customer experience

    • Monitoring provider’s reputation and public relations