Customer Service Experience Priorities

What are three aspects of an overall customer service experience that you think are important? I’ve always thought the three most important priorities in any given customer service experience are (in order):

  1. Resolving your problem / answering your question.
  2. Working with someone who has a good attitude and is friendly, helpful, etc.
  3. Getting your issue resolved quickly.

However, what I think is not what everyone in the world thinks is important. Regardless, I will try to justify my priority list:

  1. I think resolving the problem is the most important because that is why people engage in the customer service experience in the first place. There are not many people who call customer service just to chat and kill time; the majority of the callers are looking to get a question answered or a problem resolved. That’s the purpose and that should be the number one priority of the overall customer service experience.
  2. Working with someone who has a good attitude is crucially important, though. Even though the overall goal is to get the issue resolved, no one wants to feel degraded when they call customer service. A representative with the ability to resolve the problem and do so in a nice way is the best representative. Solving the problem doesn’t count as much if the employees are rude to the customer because the end result is still an angry customer.
  3. Speed at which an issue is resolved or a question answered is also extremely important. If the service is really friendly and the issue is resolved completely, customers are typically more forgiving of longer wait times and slower resolutions, but that is only if the other elements are there. 

A customer service experience is certainly complicated. Different customers enter into different customer service experiences with their own unique priorities. As a company, it is essentially impossible to understand each and every one of these unique priorities, but you can make a judgement about what your customer service experience priorities are and then design the processes in your customer service department to support those priorities. 

9 Responses to “Customer Service Experience Priorities”

  1. Alan Hart said:

    Feb 11, 09 at 9:18 am

    I could not agree with you more! I am curious what you think about my recent post on Service Brands: http://alanhart.wordpress.com/2009/02/09/service-brands-vision-of-the-future/

  2. CustServ: Customer Relations: The New Competitive Edge said:

    Feb 12, 09 at 2:36 am

    […] Untitled suggests ways to prioritize customer service experience so that every touch point is memorable and meaningful. “As a company, it is essentially […]

  3. Julia said:

    Feb 12, 09 at 8:26 am

    Yes, I totally agree with you! These are exactly the main priorities we set in our customer service work.

  4. Air Fresheners said:

    Feb 12, 09 at 8:56 pm

    I agree with your list but I would add that the customer service person must not belittle a customer which is something a friendly or unfriendly customer service rep can do with or without knowing they are doing it.

  5. Glenn said:

    Feb 14, 09 at 5:30 pm

    Excellent! I attempt to extend the discussion here:
    http://www.allbusiness.com/company-activities-management/operations-customer/11782209-1.html

    I’ll be reading,

    Glenn

  6. Donn Peacock said:

    Feb 16, 09 at 9:26 pm

    My number one thing is “It is not about us it is about the customer” Look for that Wow customer service moment that you can bring forward drive excellence in to the process.

  7. Service Untitled said:

    Feb 18, 09 at 12:38 am

    Excellent suggestion. Respecting the customer is essential.

  8. Mark Henson said:

    Feb 18, 09 at 11:08 pm

    Like the ideas. What I would like even more, though, is for companies to work further upstream to eliminate the sources of complaints (no, not the customer). Complaints are just a symptom of an unresolved problem. Work on the original problem and miraculously, complaints occur much less frequently.

  9. John w (Mattress dimensions Author) said:

    Feb 23, 09 at 6:25 pm

    I agree a fast service always helps.. (I can tell that from my personal consultancy experience).

    John.