How do create the GREAT service experience for the customers?

How do create the GREAT service experience for the customers?

I. Human Level:

The Human element is used to establish a link with the customer. We wish to care for the customer’s needs and defuse his emotions. This can be done by some of the following:

• Being understanding – address the customer’s concerns or emotions,
• Offer appropriate gestures of kindness and warmth
• Listening – Knowing what the customer wants or needs

• Establishing rapport through use of empathy, tone and language – make customer feel important.

II. Business Level:
The business element is the process where the customers’ needs are being fulfilled, their complaints are being handled and when the actual interaction in the business context takes place.  You may do the following:

• Giving required information
• Offering assistance / solutions/ options
• Referral to relevant departments/units

As customers, we all want to have our needs met by the service provider, both the human and business levels. We also want to feel special. And indeed, each customer is different.

Therefore, in using the Human Business model, we must vary it according to the profiles of customers we are dealing with.