In today’s business world, it is critical to continuously measure and improve customer satisfaction. Service excellence is possible only when we have the right processes for creating superior customer engagement.
We need higher levels of emotional intelligence in this artificially intelligent world. Customers want higher levels of perfection in service delivery. Customers expect service professionals to be smart, quick, well-groomed, straightforward yet polite, Truthful and also reassuring, knowledgeable, have high levels of patience, Intuitive, logical, creative, disciplined and resourceful. And yes, and despite all the merits that the service people have. they need to listen to all kinds of issues without any irritation and with all humility. Of course, the customers also expect the services to be value-adding and cost-effective.
Yes, expectations are that of a Super Service personality at an affordable cost. Might be contrasting but that’s the reality about expectations. Indeed, pampering is a way of life.
To create superior levels of service, as recommended by service excellence coach Dinkar Rao, we need to ensure that service teams are respected by their organizations internally. The self-esteem of service professionals needs to be cared for and nurtured since they are often in vulnerable situations.
