Behaviors of Customer Service Levels

There are two aspects to the Three Levels of Customer Service – one is the service experience you are able to provide to the customers; the other is the type of added value service you can offer to them.

The following behaviors indicate the levels of customer service you are offering to your customers.

Basic Service

Description


 Service delivery meets the customers’ basic requirements

 Service delivery meets customers’ expectations

 Service delivery satisfies customers

Behaviors


 Give customers attention and respect

 Give full effort to meet customers’ needs

 Refer customer problems that cannot be addressed to the appropriate resources in a timely manner



Support Service

Description

 Service delivery delights the customers

 Service delivery is better than customers’ expectations

 Service delivery surprises customers

Behaviors


 Uncover customers’ needs by asking appropriate questions; and build value for the customer

 Check with customers to ensure that problems have been corrected and issues resolved

 Develop strong long-term working relationships with customers

 Respond to customer needs in a timely manner with minimal supervision

WOW! Service

Description

 Service delivery adds value to the customers

 Service delivery exceeds customers’ expectations

 Service delivery impresses customers

Behaviors


 Step up for something better

 Throw in something extra