What Does Good Customer Service Look Like?

Why does Customer Service play such an important role in a business & what does good customer service look like? Those are two very hard questions to delve into, but two very important ones. So important that Randal Bullard author of “Why is Quality in Customer Service Important” puts it this way, “Quality customer service is a vital ingredient in a company’s ability to maintain profitability and continued success in business. Not only does quality customer service build loyalty for both company and product above all other forms of marketing, it almost guarantees a company’s viability in today’s diverse and competitive market.”

In the business world the ability to grow from year to year is the lifeblood of the company. It is what will keep your name on the mouths of consumers far into the future. If this is true & the above statement from Randal is true then it would be essential for a company to look into what actually constitutes good Customer Service.

The term good Customer Service seems like such a large target to hit & one that might not be easily explained or understood, but if given time you can find multiple articles outlining how to accomplish this lofty goal. In one such article entitled “Define Customer Service and Understand How to Deliver Exceptional Service” it defines good Customer Service as, “Your business’ commitment to exceptional quality; the reliability and consistency of your service(your customers like to know that they can expect the same product or service, and the same level of support, on each and every order); and highly trained and knowledgeable staff are all key attributes to developing successful relationships with your customers.”

What does this look like in a practical sense?  It looks like doing some of the following:

  • Always try to put yourself in your client’s point of view (for example, if they need a product delivered at a certain time (and you can’t make that deadline) then try to provide alternatives that can satisfy
  • Listen to the customer. You build strong relationships by listening to the customer’s needs & acting on that need accordingly.
  • Answer the phone. Customer’s prefer to hear a person’s voice rather than an automated system or a voicemail.
  • Deal with complaints in a timely manner & effectively. This means listening to what the complaint is, figuring out in-house what the breakdown was & fixing it & then communicating to the customer how you plan to rectify the situation.
  • Be helpful even when there is no immediate profit in it. This gives the customer the realization that you are on their team & make them want to partner with you again.
  • Train staff to be helpful, courteous, & knowledgeable. This shows that you respect your customers & that you take pride in what you do.

What does ESP do to provide good Customer Service? ESP first of all ensures that all customers are treated equally regardless of the customers size or purchasing history with the company. We feel that each customer deserves to be treated with respect & professionalism at all times no matter who you are or what you can offer ESP. In addition, ESP has a desire to partner with customers in ensuring the requests, deadlines, & details of each order are taken seriously & are met to the highest standard possible.

This is accomplished by ensuring that each order is placed by a customer service specialist who works to ensure pricing, billing & shipping information, & product documents are accurate & up to date. Lastly, ESP has a personal touch that many companies are unable to equal. That personal touch is administered in all ways from how the order is taken, how the material is hand crafted, & lastly how the order is packaged & double checked by the inventory control specialist to ensure accuracy & commitment to excellence.




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