what you mean by excellent customer service?

Question

and the industry is retail(mobile phones)?

Answer 1

exceed the expectation of the customer

Answer 2

We are in an age where the customer is not just the King, but the Dictator (Peter Fingar, "Extreme Competition").

If we do not supply not just the Service a customer expects, but an Experience they enjoy, then our competitors, both on the high street and abroad (it takes less than 36 hours to get a product from the Far East, how soon before they start competing on individual products?), will be the winners.

So, excellent customer service is not just giving them what they expect, but giving them the "Starbucks experience" - spending time asking the customer what they want to see (congratulations on taking the first step by asking here!) and then adding to it by improving it.

For example, if your customers say they want to wait less than 5 minutes, but you are really busy, why not offer them an option of a ticket desk to come back at a specific time (and make sure someone IS available) after they have done some more shopping. Or how about offering seats in the product viewing area?

Rather than grouping the products on display by 'phone service and maker, why not group them by price range or features that customers want?

Are your staff overtired? Then how can they be expected to smile at the customer and engage them in what you offer? There is also evidence to show that one surly person on the shop floor can do more harm to the business than good. Time to shape up or ship out...

So ...
I want: a good range of products, in my price range; happy staff who know their stuff and would rather direct me to a competitor than sell me the wrong 'phone (I wanted Virgin because they were the only one not to ask for an up-front monthly amount, and Carphone Warehouse not only told me that, but also where the nearest branch was. Though I didn't buy their product, I've lost track of the free publicity I gave them from telling people of this).
I don't want: to be sold a product I don't need; surly staff; nowhere to sit; nowhere to keep my children occupied as 'phones are complicated; to be sold insurance I don't need; condescending staff who are then surprised that I do know what a WAP enabled 'phone does...

PS Looking at your other question, I wouldn't recommend 3 mobile. They are the ones that pestered me with calls to home and even work, despite being asked to stop. It was only when I spoke to a supervisor and pointed out that my numbers are on a telephone "do not call" list and threated to report them to ICTIS, that the calls stopped. Until I moved home ...

Answer 3

I wish you were my cell phone company asking the question. In fact, I wish you were pretty much any of the companies with whom I do business asking this question.

Excellent customer service should not have any subjectivity involved in the definition. The basics of providing excellent customer service seem to change daily based on the needs of the businesses involved. Many businesses, especially the mega-businesses, tend to have the attitude that just one customer’s business will not affect their bottom line. The unfortunate reality is that the companies believe correctly.

Customer service has basic requirements, that when met, translate into excellent customer service. Honesty, caring, patience, ability to listen, ability to understand that customers may not grasp the ‘insider-lingo’ well enough for you to sprout it out to them rapid-fire, and that customers call when there is a problem, so it is likely that they are upset when they first call.

As consumers, it is our responsibility to insist upon receiving excellent customer service. We must persevere, and doggedly pursue acceptable resolutions to problems. We must also remain objective and aware of basic fairness. We cannot expect companies provide something for nothing. You should already know what you expect the company to do when you make the call. You should also know what type of compromise you find acceptable, without feeling as if you have “lost the battle.”

One of the newest techniques that mega-companies use to discourage customers from seeking fair resolutions to their problems is to have the person that answers the phone tell the customer that they are “empowered to resolve all problems” experienced by the customer. Usually, they tell customers this after the customer requests the opportunity to speak to a supervisor.

I love it when someone on the telephone tells me, “There is no need for you to speak to my supervisor, as my supervisor will tell you the same thing that I did.” When I hear this, I smile and reply, “That is interesting. If your supervisor tells me the same thing, then one of you is not needed by your employer. What employer needs two people that perform the same job?” I have yet to hear an intelligent response to that question.

The next method of discouraging customers from seeking an acceptable resolution is the policy of supervisors not accepting phone calls, but telling customers that the supervisor will call you within 24 to 48 hours. The thought behind that technique is that by the time the supervisor calls you (which almost never happens) you will have lost some of your resolve and be more amenable to accept a less-than-desirable outcome. Insist on speaking to a supervisor NOW, and when you hear something about the supervisor not being available right now, ask to speak to the supervisor of the supervisor. Challenge any statement that the next person in the chain-of-command is not available. What are the chances that the first line of contact knows the availability of the second level of management above them?

An old technique that companies use to refuse a customer’s request is the “company-policy” excuse. Everyone has heard a company representative tell them that “company policy” dictates a course of action. This is another time when I smile as I deliver my “canned response,” “My personal policy says, blah, blah, and blah.” This usually leaves the person a little speechless as not many customers challenge “company policy.” Customers have no obligation to honor company policies that are not a clear part of the agreement between the company and the customer.

Customers should attempt to remain civil during their contacts with the companies that provide services to them. In most cases, your problem is not the fault of the person answering the phone. Try not to become baited into losing control by maintaining a sense of humor, even if that humor is slightly bent.

I hope that helps. Good luck!

Will D
Enterprise AL
http://www.notagz.com
http://www.notagz.com/julypuppies.html
http://www.notagz.com/sept-puppies.html

Answer 4

what is excellent customer service to you may be very different to me, it's all about the level of expectation. If you walk into McDonalds for a burger you have a certain level of expectation whereas if you eat in the poshest, swankiest restaurant then the level of expectation is very different.

For me it is about going above and beyond. Good customer service is giving me what I want, excellent customer service is the surprise!!!

Answer 5

Full stock, trained sales staff, courteous and knowlegable service staff, prompt attention to service, repairs and guarantee work, fair prices, on site repairs rather than sending units away, convenient location.

Answer 6

Someone who listens to me, and uses their knowledge of products to inform me and help me make the best decision based on my needs. Someone who is polite and friendly, makes me feel comfortable and not confuse me with technical language or bullshit me in general. And someone who seems genuinely happy to help, pointing me in the direction of other shops or resources if necessary. And thats about that!

Answer 7

customer is always right.....coz if we don't take care of our customers...somebody else will............

Answer 8

tyyhgyhhg

Answer 9

It means anything you want it to mean..........