Creating Great Customer Service

Step 2: Analysis
This part focuses on the SWOT matrix. The SWOT matrix is a list of each data attribute related to the research data’s findings where the STRENGTHS, WEAKNESSES, OPPORTUNITIES, and THREATS are established.

CUSTOMER PROMISE is a statement or set of statements that briefly describes what the customers can look forward to in the product they will purchase or a service that will be engaged.

Once they have been identified, a walk-through exercise should be conducted to determine and benchmark what the ocular experience yields so that current strong and weak points of each possible customer encounter can be established and formally recorded.

Identify The Customer Service Contact Points

You will know how this gesture is appreciated through “tips” or their personal endorsement of you or the company to friends and relatives.

This is the simplest and rather basic rule in rendering a good customer service. A customer service hotline of a company selling a product, such as pizza for a home-delivery service, anchors its business success on its telemarketers to answer an incoming call immediately, politely, and expeditiously.
The calling customer should hear a voice tone that has an air of friendliness regardless of whether the answering party’s voice is naturally modulated or high pitched. It will take a little practice on the part of the employee tasked to do this to achieve that audibly acceptable tone. This should be practiced during the orientation phase of the new recruit.

Patience is the second virtue that should be ob

Many repeat customers are creatures of habit especially if they are accustomed to a particular way that they are treated during each visit. Such a customary service should be continually improved in a manner where it shall increase your repeat business at the soonest time as opposed to the usual routine visit. You create a stronger and sustainable desire for customers to come back because they are looking forward to receiving the same good service/treatment.

observed or practiced while you are listening to a customer.

One who is involved in customer service should “read” each client that shall be serviced. Body language—the nonverbal communication—is a key attribute in this regard. It’s an emotional game.