Defining Customer Service Excellence

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Definition of Customer Service

If you are high tech, a company in a traditional industry, a non-profit, a government agency, or in the hospitality industry, you can create passionate customer loyalty using the following definition.

“Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible.”

Customer service is a process, not a set of actions that might include greeting the customer, smiling, asking if you can help, etc.

Customer service is a process, not a set of actions that might include greeting the customer, smiling, asking if you can help, etc.

Customer service is about how your organization delivers its product or service. The part that sales people play in the customer service process is taking the customer through the process in order for him or her to receive the product they walked in the door to acquire.

The process is efficient. Product information is immediately available. It is complete and correct. The sales person can refer the buyer to the website, spec sheet, literature, ingredients—or whatever other information is relevant. The features and benefits are presented convincingly, but honestly. The terms of the purchase are clear. The payment process takes place in the least amount of time possible. If the product requires manufacturing or modification, accurate estimates are given about the time required. If the product is immediately available, there is virtually no lag time in taking possession of the product or experiencing the benefits of the service.

The process is fair. The customer service process must be transparent. If an organization can practice full disclosure in an obvious way in their product information and their contracts, they are on the way to creating customer loyalty. If the customer experiences your...
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