Customer Service vs Service Excellence

It’s the reason why at Userlike,

we’ve developed our entire customer communication solution around website chat and mobile messaging. A few years ago, omnichannel was hailed as the future of customer service. But the best companies don’t offer all possible customer contact channels — they

guide their customers to the channels that work best. It’s also important to stay attuned to customer experience pitfalls so your organization can avoid them. These include failing to link CX to value, taking a narrow view of CX, and applying limited creativity; don’t miss the examples of how other organizations have sidestepped these issues in transforming CX.

customer service excellence definition

With an increasingly demanding business landscape, it is more important than ever to succeed with Customer and Employee Experience while operating with as high efficiency as possible (Operational Excellence). This year’s edition of Customer Service customer service excellence definition Excellence is based on insights from 297 service leaders, covering nine industries across Europe. This report highlights key trends that can guide businesses in how to utilize their Customer Service organization to become a true value driver.

Solutions for Product Management

REVE Chat lets you proactively reach your customers and offer instant assistance much before they ask for it. With proactive chat, your team can personally engage with them and provide a favorable experience. While REVE Chatbot can handle your customer queries, your support team can focus on other work. Apart from live chat, REVE Chat also offers an excellent AI-powered chatbot to automate all your operations and offer instant assistance to customers just like a real human agent. REVE Chat offers live chat, voice, and video call facilities and lets customers get in touch with your support team whenever they need it.

customer service excellence definition

The hotel gave her one as an unexpected parting gift, winning them one very delighted customer. Going the extra mile is one of the most important things you can do to deliver great customer service. This is when you have ticked all the boxes, yet you still want to do more.

Flip towards internal customer service

It’s not enough to close out interactions with customers as quickly as possible. Your team has to be willing to take the time to listen to and fully understand each customer’s problems and needs. Your company faced high debt, low morale, and a global recession. When your properties need upgrades and you’re struggling with cash flow, how do you make a difference? Our business is largely unsupervised, so you’ve got to instill in frontline providers the mindset that service comes naturally and from within. We’ve been able to grow room rates, and gradually we are investing back into the properties.

It’s a good business practice to do just a little bit more for your customer than they expect. Although Real Canadian wasn’t looking for free publicity as a result of this interaction, the enthusiastic response of their customer ensured they had it. With these questions in mind, let’s zoom in and see how it’s done. For example, if you promise an SLA uptime of 99%, make sure you keep to that standard. If you promise to develop a certain feature in your software in a particular time frame, make sure you deliver on that.

What Makes an Excellent Customer Service?

That means that service excellence will prevent your customers from leaving. It will also help your business acquire your competitors’ customers. Another way to provide excellent customer service is to use your customer’s feedback. Then, incorporate their ideas and suggestions into your business. This is especially true when they’re already making the effort of letting you know. Your vision for excellent customer service shouldn’t just be learned.

Don’t always wait for the customers to come to you and ask for help. Rather you can also proactively engage with them and ask if they need any assistance. Its a great way to make them feel that you are always there and you do care for them. Try to always be available for customers to offer the best-in-class service, no matter when they contact you, it will be great if your team is always available to serve them. Customers will not stick to your brand if you can’t serve them.

Ways to Deliver Consistently Great Customer Service

Learn more about the Marketing & Sales, Operations, and McKinsey Digital Practices, and check out customer experience–related job opportunities if you’re interested in working at McKinsey. Anonymously rate your current or former employer now to unlock our one-of-a-kind resources. In my last job, when I received a customer complaint by email, I made a point to respond with a plan by phone. This really made my customers know that I was actively looking for a solution and added an extra touch of attention.

customer service excellence definition

It is no longer sufficient to simply deliver on a customer service promise; we have got to engage in service excellence. Great customer service means ensuring that customers and clients get the solutions they need quickly and efficiently. In past jobs, I learned about the importance of working quickly to make sure every customer was satisfied, and I draw from this experience to give the best support that I can.

Hospitality & Tourism customer-centric approaches to restore travel confidence

CES is a single-item experience metric that measures how much effort a customer has to exert to get an issue resolved, a request fulfilled, a product purchased/returned or a question answered. Only responses of 4 (satisfied) and 5 (very satisfied) are included in the calculation, as it has been shown that using the two highest values on feedback surveys is the most accurate predictor of customer retention. Three, and this one may be the most important, it means they’ll regularly follow up. There’s nothing more impressive than getting a note from a customer service rep saying, “Hey! Remember that bug you found that I said we were looking into?

  • For example, sales, and your office ambiance may not be important to customers.
  • There’s nothing more impressive than getting a note from a customer service rep saying, “Hey!
  • This empowers them to be friendly, positive, patient, proud, and solutions-oriented, keeping your customers happy and satisfied.
  • This year’s edition of Customer Service Excellence is based on insights from 297 service leaders, covering nine industries across Europe.
  • But since empathy can be learned and improved upon, we’d be remiss not to include it here.

Poor customer service occurs when customers struggle to reach your business. Limited helpline hours and a lack of contact options make it difficult for customers to receive help at a time that works for them. Exceptional customer service gives your business a competitive advantage. You can overcome poor marketing, sell more products or services, and grow your business. Subway always looks into the customer needs and offers food as per their choice.


In this case, Real Canadian, a grocery store chain, knew that it was going to struggle with out-of-stock items on a customer’s order. Rather than grin and bear it, waiting for the inevitable customer complaints, they reached out to the customer personally to let her know that they were incapable of offering what she provided. The skill of convenience might sound like it’s not a skill at all. After all, you can always throw money at a customer to provide them with a more convenient experience. That might involve sending them a new package when one has been lost or damaged, for example.


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