The most important thing to offer the world-class customer service is involved in value. Therefore to have a better understanding of the meaning of value to a certain client and the best possible to provide it would really matter to your successful business. The following are some points concerning such issue.
1. What is the meaning of value?
Value is kind of quality difficult to be defined. Although people often talk about it, but few could get the real understanding of it. Value is something beneficial, which is provided to another person. However value is not identified by yourself or in the way you think it should be. It can only be assessed by your customer.
Value is the time when in a conversation the other person knows well that you actually understand him and are much concerned about his needs. At that time, you turn providing general service into concerning about the individual.
If you want to provide the world-class customer service, you should have such better understanding.
2. Three steps to provide value.
A. To focus on listening skills.
It is strongly recommended that instead of saying something, you should be very attentive to what your costumer is talking. If you could understand clearly, you should seek for clarification. Even if you have to talk with an upset or agitated customer, do not try to assume anything, but always keep patient.
b. To become a solution provider.
As soon as you are quite clear about the needs of your customer after listening carefully, then it is the time for you to offer a solution. If you are not able to do so, you should put the customer in direct contact with the person who could be responsible for it. It is kindly suggested that you should avoid speaking as an authority on something that you could not influence due to your work duty.
c. To be concerned about follow-up.
When you complete your conversation with the customer, make sure whether his issue has been nicely solved. As a solution provider, this should be done as soon as you have offered the solution. If you have to hand him off to the solution provider, you had better call the customer within the next 24 hours to make clear that his issue has been satisfactorily handled.
Today, patience is still widely regarded as a virtue, but it is more difficult to come by. In such an instant-gratification society today, if you want to provide world-class customer service, you should do it immediately without any possible hassle on the part of the customer.