The 4 Levels of Customer Service – Which Level Are You?
What is customer service? …well in short, customer service is quite literally as it sounds. It is the ‘service’ provided to ‘customers’ before, during and after using your business. This encompasses everything you say, write or do.
Quality customer service is important for many reasons;
- It attracts new customers …just think about all those word-of-mouth referrals from customer who have enjoyed using your service
- It converts new leads …people want to do business with great people, show them this and you’ll be their business of choice
- It encourages repeat business …why would a previous customer ‘shop around’ for another business in your trade when they already know they will get a great experience with yours.
The overall benefit of this is increased cashflow into your business!
4 Levels of Customer Service
We’ve all said it – “their customer service was” … ”good”, “bad”, “great”, “terrible”.
But what exactly does this mean? Customer service ‘quality’ is very subjective. What one person perceives as “good” customer service, another may perceive as “okay” customer service. This makes it difficult to determine what your true customer service quality is, hence the actions you should take to improve or maintain this.
In a hope to provide some clarity to this ambiguous concept, we have categorised customer service into 4 levels – ‘basic’, ‘expected’, ‘desired’ and ‘unexpected’. Whilst ‘basic’ customer service is simply doing the bare minimum, ‘unexpected’ customer service involves going above-and-beyond. Let’s delve a little deeper into the 4 customer service levels…
At the basic level, businesses conduct the minimum necessities required to complete work.
- The phone gets answered
- Jobs are booked in for a specific day
- There are enough employees to complete the work
- There is adequate equipment/supplies to complete the work
- Work is completed properly.
The next level of customer service entails everything that customers perceive as ‘standard’ in your particular trade. These things are presumed to be included in a customer experience.
- Lots of service options
- Informed and friendly employees
- Timely service
The third level of customer service includes everything that your customer would love to have or experience when using your service, however if they didn’t experience this, they would not be surprised.
If you provide a maintenance service a customer would ‘expect’ that you would book them in for a particular day. They may ‘desire’ an exact timeframe and a call when you are on your way, however many other players in your industry don’t provide this so they wouldn’t be shocked if they didn’t receive this.
The final level of customer service is ‘unexpected’. This level is for those going above and beyond – something we should all aspire to do if we want to stand out in this increasingly competitive industry. Unexpected customer service adds value that will encourage customer loyalty for years to come.
- Guarantees on work
- Warrantees on materials
- Birthday cards
- Gifts for high average dollar sale customers
- Membership program with benefits
- For more on this check out our previous article on Customer Service Done Superbly
So, perhaps it’s time to reflect…
What level of customer service does your business provide?
Are you meeting the minimum or going above-and-beyond?
And finally, are you happy with your current customer service level?
When you consider the lifetime value of your customers, I know what level I’d aspire to reach!
Interested in learning more about improving your customer service? Check out Episode 5 of The Tradie Show, ‘How to Connect with Your Customer to Increase Profits’. CLICK HERE to watch it for free.