What is the definition of Great Customer Service and how does it compare with Good Customer Service?
This is one of the areas where a dictionary definition does not help you.
Wikipedia defines customer service as “the provision of service to customers before, during and after a purchase”. In my dictionary, ‘Great’ is defined as “a quantity considerably above average”.
A practical definition from the professionals
I was at a conference and I posed a question of the 80 or so customer service professionals in the audience – “How do you define Great Customer Service?”
The examples provided gave a fascinating insight into the difference between Great and Good Customer Service.
The 3 themes that seemed to emerge were:
- “Great customer service is all about exceeding customer expectations.”
- “It doesn’t matter who you speak to in in organisation you get a consistently good experience or problem resolution.”
- “The best service is no service.”
I have coupled this with some insight from a number of previous workshops that I have held and have created this handy table that highlights the differences:
|Good Customer Service||Great Customer Service|
|Meets expectations||Exceeds expectations|
|One size fits all||Personalised service|
|Easily forgotten||Creates a lasting impression|
|80% of calls answered in
|95% of calls answered in 15 seconds|
|Customer satisfaction||Customer delight|
|Low customer effort||Easy to deal with|
|Customer owns the problem||Employee owns the problem|
|May require several inbound contacts||First contact resolution|
|Customer selects communication channel||Able to easily switch between communication channels|
With thanks to Jonty Pearce at Call Centre Helper