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.
Service is the backbone for a successful and sustainable business.
Customers deeply value interactions with the service teams that are well informed by their history , choices and preferences .
In these days of the Hi-Tech world , Hi-Touch is equally important.
Customers want to feel like ” Yes! This person has understood my problem”.
It certainly needs functional capabilities however also requires emotional intelligence.
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Keeping in mind our experiences as a customer, one would agree that poor customer service reflects on the company directly irrespective of how excellent the product could be or how reputed the company could be.
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Projected Annual Turnover for the next two years*