Definition of Superior Customer Service

Many businesses advertise great customer service. But not everyone delivers. A good general definition of superior customer service is personable, direct attention that delivers customer satisfaction. When problems arise, customers do not want to talk to machines or be left high and dry with no answers. Great live customer service will deliver repeat customers and a great reputation.

Greeting Customers

Walk-in and call-in customers each need to be greeted. Even if you are dealing with a steady flow of customers on a busy day, acknowledge the arrival of each customer. A smile should be included in the greeting even during phone conversations. A pleasant greeting can help appease even the most dissatisfied customer. An example of a good greeting would be, "Hello! My name is Mary. How may I help you today?" Give your name during the greeting to help begin to build a relationship with the customer.

Assure Customers

After discovering the customer's need, the customer service representative should assure the customer that he is willing to advocate for her. Begin this assurance by confirming all the customer's address information, and be sure to use her name. An example would be, "Okay Ms. Jones, now that we have all this information verified, let's find a solution." Superior customer service offers clients peace of mind and a real chance at a satisfactory solution.

Troubleshoot

Superior customer service includes troubleshooting all problems. The customer wants answers and immediate solutions, and you absolutely must find them. You may have to review product guides and be familiar with warranties or company guarantees to give good service. Troubleshooting may also mean advocating for the customer beyond the scope of your department. You may have to help the customer reach other people in your organization to find answers.

Reassure Customers

At the end of the troubleshooting session the customer service rep should confirm with the customer that he has solved the problem. If no immediate solution is available, the representative must let the customer know what the next step is. If a customer can't find an answer to her problem through your organization, you should give her help on the next step. Give customers any information they may need to keep looking for a solution. If you promise a callback or check-in, deliver on your promise.

Show Appreciation

At the end of the process your business's representative should sincerely thank the customer for her business. Even high-maintenance customers need to feel valued and appreciated for their patronage. Besides a general thanks, a superior customer service rep might offer a gift, discount or coupon towards a future purchase. However, if a customer is extremely distressed and you haven't found a solution for her, you may not want to offer a coupon, as this may disturb her.