Good vs. Great Customer Service: Benefits & Steps To Success

Customer service can be the difference between success and failure.

While good customer service meets customers’ basic needs, great customer service goes above and beyond, creating loyal customers who are more likely to refer others to your business.

This guide will delve into the differences between good and excellent customer service, the benefits of striving for greatness, and the steps needed to create a workplace culture of exceptional customer service.

Definitions

Good Customer Service involves meeting the customer’s basic expectations. It includes being polite, helpful, and resolving issues promptly.

Great Customer Service: This involves exceeding customer expectations. It includes anticipating customer needs, providing personalized service, and making customers feel valued and appreciated.

Background Overview

In the past, businesses could compete on price or product alone. However, in today’s digital age, where products and services are increasingly commoditized, customer service has become a key differentiator. We hear this from customers looking for learning materials to present customer service training courses.

A study by American Express found that 86% of customers are willing to pay more for a better customer experience. This underscores the importance of providing not just good but great customer service.

Features of Great Customer Service

1. Proactive: Anticipates and addresses potential issues before they become problems.
2. Personalized: Tailors service to meet individual customer needs and preferences.
3. Prompt: Respond quickly to customer inquiries and complaints.
4. Polite: Treats customers with respect and courtesy.
5. Professional: Maintains a high level of professionalism, regardless of the situation.

Benefits of Great Customer Service

1. Increased Customer Loyalty: Customers are likelier to stick with a company that provides great customer service.
2. Positive Word of Mouth: Satisfied customers are more likely to refer others to your business.
3. Competitive Advantage: Great customer service can set your business apart.
4. Increased Profits: Loyal customers are more profitable, as they tend to buy more and stay with a company longer.

8 Steps to Create Great Customer Service in the Workplace

1. Set Clear Expectations: Define what great customer service looks like for your business. This should be specific, measurable, achievable, relevant, and time-bound (SMART). Leadership Role: Set the tone by embodying these expectations and holding everyone accountable.
2. Train Your Staff: Provide regular training to equip your staff with the skills to deliver excellent customer service. Leadership Role: Invest in quality training programs and create a culture of continuous learning.
3. Empower Your Staff: Give your staff the authority to solve customer focus issues without escalating them. Leadership Role: Trust your team and give them the tools and autonomy they need to succeed.
4. Listen to Your Customers: Use surveys, social media, and other tools to gather customer feedback. Leadership Role: Prioritize customer feedback and use it to make informed decisions.
5. Act on Feedback: Use customer feedback to identify areas for improvement and make necessary changes. Leadership Role: Be proactive in implementing changes and communicate these changes to your team.
6. Reward Great Service: Recognize and reward staff who deliver excellent customer service. Leadership Role: Create a recognition program that celebrates customer service achievements.
7. Consistently Evaluate Performance: Regularly assess your customer service performance to ensure you meet your goals. Leadership Role: Use metrics and KPIs to measure performance and adjust as needed.
8. Foster a Customer-Centric Culture: Make customer service a core part of your company culture. Leadership Role: Lead by example and consistently reinforce the importance of customer service.

Challenges in Delivering Great Customer Service

1. Maintaining Consistency: Delivering consistently great customer service can be challenging, especially as a business grows.
2. Managing Customer Expectations: Customers’ expectations are higher than ever, and keeping up can be difficult.
3. Training and Retaining Staff: Finding and keeping staff who can develop great customer service skills is a constant challenge.

Conclusion

In conclusion, while good customer service meets expectations, great customer service exceeds them.

By setting clear expectations, training and empowering staff service skills, listening to customers, acting on feedback, rewarding great service, evaluating performance, and fostering a customer-centric culture, businesses can deliver the kind of exceptional service that builds customer loyalty and drives growth.

However, it’s important to remember that great customer service doesn’t happen overnight.

It requires a commitment from leadership and the entire team, as well as a willingness to continually learn and improve.

Catherine Fitzgerald B.A. M.A. PGDip( Founder )

With over 30 years of experience in training and development, I am the founder of Oak Innovation, a company dedicated to empowering training professionals with high-quality, editable course materials. I hold a Bachelor’s and Master’s degree from University College Cork and have furthered my expertise with qualifications in Professional Development and Training from University College Galway. Since founding Oak Innovation in 1995, I have focused on helping busy training professionals and business managers enhance their courses efficiently by providing them with instant access to customizable training materials. Our training solutions have been trusted by leading organizations such as Apple, Time Warner, and Harvard University, reflecting our commitment to excellence.