Clearly define outstanding customer service. Discover ways that individual customers can view the same service interaction differently.
- I often get very different answers when I ask people…to define outstanding customer service.…That's why I've come up with a universal definition…that can be applied to any situation.…Outstanding customer service is service…that exceeds your customer's expectations.…To help explain this a bit more,…it's helpful to look at the differences…between good, poor, and outstanding service.…Good service occurs when a customer's expectations are met.…For example, if your customer expects you to be friendly…and you're friendly, then you'll have provided good service.…
The challenge with good service is it's not very memorable.…Let me give you an example.…Imagine you walk into a room and turn on the lights.…You probably won't give it a second thought…when the lights come on.…That's like good service.…It's fine.…It's what happens most of the time,…but it's not very memorable.…Poor service occurs when the experience is worse…than the customer expected, such as being rude…when a customer expects you to be friendly.…Unlike good service, poor service is memorable,…
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- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.