We need higher levels of emotional intelligence in this artificially intelligent world. Customers want higher levels of perfection in the service delivery . Customers expect service professionals to be smart, quick, well-groomed, straight-forward yet polite, Truthful and also reassuring , knowledgeable , having 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 the 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 , we need to ensure that Service teams are respected by their organizations internally . The self-esteem of the service professionals needs to be cared for and nurtured , as they are in vulnerable situations most of the times .
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*