What, Why and How
What is Customer Service?
Customer Service is taking action to add value for the betterment of a customer.
Why Customer Service?
Why Customer Service is important?
Why do we serve customers?
Based on our brand promise, a customer puts trust in us, buys our product and service, and builds an expectation.
Now Customer’s life at least temporarily revolves around this expectation and it’s our responsibility to bring the promise to life and live up to the customer’s expectation with genuine service. This is Why we serve.
𝐇𝐨𝐰 𝐭𝐨 𝐩𝐫𝐚𝐜𝐭𝐢𝐜𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞?
To ensure customers are served uniformly as per brand promise without missing any customer touchpoint, we divide Customer Service practice in
𝟒 𝐬𝐭𝐚𝐠𝐞𝐬: 𝐏𝐫𝐞-𝐚𝐫𝐫𝐢𝐯𝐚𝐥, 𝐀𝐫𝐫𝐢𝐯𝐚𝐥, 𝐃𝐮𝐫𝐢𝐧𝐠 𝐒𝐭𝐚𝐲 𝐚𝐧𝐝 𝐃𝐞𝐩𝐚𝐫𝐭𝐮𝐫𝐞
Now let’s understand each stage one by one:
𝐒𝐭𝐚𝐠𝐞 𝐍𝐨. 𝟏 – 𝐏𝐫𝐞-𝐚𝐫𝐫𝐢𝐯𝐚𝐥:
Here comes 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐑𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐎𝐫𝐢𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 – this is the preparation stage. A well-prepared team with passion serves well.
𝐒𝐭𝐚𝐠𝐞 𝐍𝐨. 𝟐 – 𝐀𝐫𝐫𝐢𝐯𝐚𝐥:
Here comes 𝐖𝐞𝐥𝐜𝐨𝐦𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 – this stage is an opportunity to create a great first impression with service.
𝐒𝐭𝐚𝐠𝐞 𝐍𝐨. 𝟑 – 𝐃𝐮𝐫𝐢𝐧𝐠 𝐒𝐭𝐚𝐲:
A. 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧
Where we ensure relevant service information is communicated well to everyone to serve well.
B. 𝐔𝐧𝐢𝐟𝐨𝐫𝐦 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲
Where we ensure employees in every area provide same the level of service.
C. 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐑𝐞𝐜𝐨𝐠𝐧𝐢𝐭𝐢𝐨𝐧
Where we ensure employees are recognized and appreciated for delivering memorable service.
𝐒𝐭𝐚𝐠𝐞 𝐍𝐨. 𝟑 – 𝐃𝐞𝐩𝐚𝐫𝐭𝐮𝐫𝐞:
A. 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤
Where we ensure to receive both positive and constructive service feedback.
B. 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐄𝐯𝐚𝐥𝐮𝐚𝐭𝐢𝐨𝐧
Where we ensure to evaluate customer feedback based on the brand promise.
C. 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐑𝐞𝐜𝐨𝐯𝐞𝐫𝐲 𝐚𝐧𝐝 𝐂𝐨𝐦𝐦𝐢𝐭𝐦𝐞𝐧𝐭
Where we ensure to do service recovery for falling short in customer expectation and commit to living up to their expectation in future.
D. 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐔𝐩𝐠𝐫𝐚𝐝𝐞
Where we ensure to upgrade our service based on customer feedback.
This is how we should ensure to practice Customer Service in order to avoid missing any Customer Service touchpoints.