What Is Good Customer Service?

Introduction

What is good customer service? Is it answering the phone quickly? Being available out of hours? Having multiple points of contact? Clear FAQ’s and online support? All these can be considered good customer service practices. But when it boils down to it – resolving issues is the number one definition of good customer service.

How did we get here?

It’s a fact things go wrong when customers and organisations transact. Whether it be a service, product or paid advice, the combination of multi-channel communications, human nature and human interpretation can all contribute to a positive or negative experience. Expectations alone can create friction, for instance the quality you expect when buying a Ferrari would differ from buying a Fiat? But also the sense of value should do to. But what if these expectations are not aligned? Customer service problem!

Most customer service issues are easily quantified. Wrong order delivered, order delayed or arrives broken, delivery cancelled by courier, transaction charges applied because bill wasn’t paid, voucher out of date, promotion expired, work not completed satisfactorily, etc.

five stages of customer service

How do consumers assess customer service?

The real test of good customer service and customer satisfaction is how quickly and efficiently issues are dealt with. For instance, you may still give a restaurant a 5* review even if they mess up your order by bringing the wrong food, or maybe the steak is overdone. That is because (without you asking) they reduce the bill, add a complimentary drink or just say sorry for their mistake.

Quite often customers are left waiting for a resolution, which is where their view of the organisation becomes negative. By ignoring a customer issue it rarely gets better. Even if the complaint isn’t pursued, it may result in bad word of mouth and a future customer lost.

How Saascoms supports good customer service

At Saascoms we develop award-winning software solutions that support call and contact centre operations. By reducing the time your agents spend on day to day administration, security and level level enquiries, your agents can maximise time spent on complex cases.

• Omnireach – one platform for all your digital communications. Our AI powered software is available 24/7 and can complete ID&V, provide payment information, offer order updates and more.
• Mailmaster – the pioneer of secure digital letters which not only reduces postal costs but speeds up customer contact, can be integrated with Omnireach to resolve everyday queries.
• Resolution – our self service debt management portal has been developed to take the stress out of repayments. Customers can manage repayments, set up schedules and more.

At Saascoms we live and breath customer service.