What Level of Customer Service Does YOUR Organization Provide?
Discover the six levels of customer service and determine where your organization stands. From basic to astonishing, learn how to exceed customer expectations and provide exceptional service.
What Level of Customer Service Does YOUR Organization Provide?
Topics
- Levels of service
- Customer experience
- Service delivery
Video summary
The video introduces the concept of the six levels of service. It starts with the basic level, which represents the bare minimum. The next level is industry average, where everything is done according to the service level agreement. The desired level is achieved when the service is delivered in the way the customers prefer. Surprising level is higher than desired and involves serving someone in an unexpected way that they like. The highest level is astonishing, extraordinary, and incredible, which is referred to as 'on b'. On the other hand, below the basic level are the levels of terrible, unacceptable, horrible, and criminal, which means breaking a promise. The video emphasizes the importance of delivering on the promise of integrated and complete service to avoid falling below the basic level.
Video transcript
[Music]
it's called the six levels of service
and it starts low
with the word basic what does that mean
bare minimum does that ever happen
yeah and when it does the experience
someone else gets is just basic it goes
like this
basic
everyone go
how do you feel
just saying it brings you down
and that's not where you want to be so
let's take one step up
and now we're talking industry average
compliant
tick the box
make sure everything is done according
to the service level agreement meet the
specifications do what is
expected here's how you say this cross
your arms please everybody cross your
arms
take the sound of your voice and move it
up in your nose like this expanctant
now that's not where you want to be so
let's take another step
when you serve swimming the way they
like it
the way they hope for the way they
prefer
then the word is desired and here's how
to say it
take your shoulders and roll them ready
everybody roll your shoulders come on
morning exercise here we go roll roll
roll what's the matter your shoulders
broken sir yeah there we go okay
and now add the sound like this desire
ready one two three go
tell your partner how well he did that
we have three levels ready down low is
basic cross your arms
expand shoulders desire
what's higher than desired
when you serve someone in a way that's
unexpected but they like it
it's like getting a little gift and they
go oh
what a nice
surprise take your hands and go like
this surprising ready one two three so
praising very good
what's higher than surprising
astonishing extraordinary incredible
amazing i call it on b
and here's how you say it
one two
yeah yeah yeah i got a bunch of people
going hold on hold on what's on the
bottom
what's below basic
terrible
unacceptable
horrible
so bad
i make a little joke and i call it
criminal i don't mean break of the law
did you see ethics up there
but i do mean break a promise
have you ever had someone in this room
say to you i'll call you back this
afternoon
and you did not get the call
now they may say oh that's expected
but the experience you have is that
someone let you down
we're going to go out into the world
with a brand new gorgeous delicious
incredible market record setting brand
with a promise that says integrated
complete
fifa from gradle to grave
if we don't deliver on that
what level could that be for our
customers
below the bare minimum here's how to say
it put your hands together like
handcuffs ready everybody go like this
criminal one two three
criminal one step up
basic cross your arms
and spank shoulders
desire hands so rising fast
[Laughter]
come on give me one abc unbelievable
unbelievable one two three
thanks for watching this video
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place for everyone
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Dig Deeper
The Six Levels of Service
When it comes to providing excellent customer support, there are six levels of service that every business should strive to achieve. These levels range from basic, which is the bare minimum, to astonishing, which exceeds customer expectations. Let's explore these levels in more detail.
Basic: The Bare Minimum
The basic level of service refers to the bare minimum that is expected from a business. It is the least desirable level and is characterized by a lack of effort and personalization. Customers may feel unimportant and unsatisfied when receiving basic service.
Industry Average: Compliant
The industry average level of service refers to meeting the minimum standards set by the industry. It involves ticking the boxes and ensuring that all service level agreements and specifications are met. While this level is better than basic, it still lacks personalization and may leave customers feeling indifferent.
Desired: Going the Extra Mile
A step up from industry average, the desired level of service involves serving customers in a way that aligns with their preferences and expectations. It requires going above and beyond to provide a positive experience. Customers at this level feel valued and appreciated.
Surprising: Exceeding Expectations
Surprising service goes beyond what customers hope for. It involves providing unexpected but appreciated gestures that make customers feel special. This level of service can be likened to receiving a pleasant surprise or a little gift.
Astonishing: Extraordinary Service
Astonishing service is exceptional and remarkable. It exceeds customer expectations in every aspect. This level of service leaves customers in awe and can make a lasting impression. It is characterized by going above and beyond what is considered normal or average.
Criminal: Breaking Promises
At the bottom of the service levels is the criminal level, which represents breaking promises made to customers. This level is characterized by unacceptable service and can lead to a loss of trust and loyalty. It is crucial for businesses to avoid this level at all costs.
Impact on Customer Support
Understanding the different levels of service is essential for improving customer support. By striving to provide desired, surprising, or even astonishing service, businesses can create positive and memorable experiences for their customers. This, in turn, can lead to increased customer satisfaction, loyalty, and word-of-mouth recommendations.
By avoiding the basic and criminal levels of service, businesses can ensure that their customers feel valued, appreciated, and well taken care of. Investing in customer support training and consistently striving to improve the service provided can make a significant impact on overall customer satisfaction.
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First call resolution (FCR) is a critical customer service metric that measures a company's ability to resolve issues in the initial interaction. A high FCR rate improves customer satisfaction and retention. The industry standard for a good FCR rate is between 70-75%. Improving FCR results in increased customer satisfaction, efficiency, and cost savings for businesses. Challenges in achieving FCR include defining and measuring it correctly, inefficient internal processes, and knowledge gaps among agents. Factors that affect FCR include call routing systems and the complexity of products or services. Best practices for improving FCR include providing agents with easy access to customer data and knowledge base articles, enabling decision-making without escalation, and efficient cross-training.
5 ways customer service representatives are more than just employees to your business
Good customer service is crucial for business success. It retains customers, boosts sales, and strengthens brand image. Invest in your customer service team, provide them with the right communication tools, and reward their efforts. They can also act as social media managers to engage with customers effectively.
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