What does customer service excellence mean?

Answer 1

Imagine this:

You go to Hoggs Breath Cafe (a restaurant). They take about one hour to take your order, and when they finally do, they act all crabby and rude. It then takes them atleast another hour and thirty minutes to give you your food, and its not even what you ordered. You tell them, and they say: "Sorry, there is nothing we can do about it".


Now, imagine this:


You go to Hoggs Breath Cafe. They give you a good table and take your order within a few minutes. They bring your food even quicker. The person serving you is kind and friendly. She gives you a discount and tells you to have a lovely evening.


Excellent customer service would be the second scenario. Friendly staff + quick service + discount = excellent customer service.

Answer 2

Excellent customer service is being attentive to the customer's needs, being polite, friendly, personable and upbeat, going the extra mile, and asking the customer questions to make sure that you are meeting his or her needs to the best of your ability. Some things that help deliver good customer service are Service-Level agreements, so that customers know how long it will probably take you to get back to them, or to solve their problems. Good customer service also requires some sacrifice sometimes. Depending on the situation, customers might be angry or upset, and being able to react kindly rather than taking offense takes some patience and tolerance of rudeness. But to be able to calm people down and solve their problems even in those tough situations is the hallmark of excellence in customer service.