The Customer Needs
The Qualities of Stellar Customer Service
Regardless of industry, product, or type of service, customers consistently report that they value four qualities in the service they receive. Customers want service that is:
This quality refers to the ability to manage service factors that are invisible to the customer that take place in the hidden dimension. Customers want to take advantage of the full range of services an organization offers. They expect to get the most complete service possible. However, they don’t want the inside details about the business, and they don’t like dealing with dozens of different people. They expect the service provider to coordinate things on their behalf.
This quality refers to the ability to provide what is promised, dependably and accurately. Customers want to feel they’re in capable hands and that promises will be kept. Customers want things to be right the first time. Should something go wrong, customers expect a quick and thorough recovery.
This quality refers to the ability to provide caring and individual attention to customers. Customers want to be acknowledged quickly and politely and they want to be treated with respect. They want to know that the service provider will deal with them on human as well as business levels, and that the organization welcomes the opportunity to serve them.
This quality refers to the ability to provide prompt service and creative solutions. Customers want a flexible approach to service. And they expect prompt and creative problem solving.