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What is Good Customer Service?

Posted by Shirley Stephens, Business Services Manager

Most organizations (ours included) market their commitment to customer service - offering the highest level of customer satisfaction. But how do you define good customer service? The answer to this question isn't as easy as it seems. I spent time surveying individuals on this subject, and almost everyone I interviewed had a different opinion on what good customer service meant to them. They did, however, consistently agreed on what they would consider poor customer service.

So, let's start there. What is poor customer service?

  • Inadequate communication
  • Lack of transparency
  • Inattention to a client's needs
  • Poor quality in service or the end product
  • Impolite behavior or tone

Now we know what not to do, but customer service doesn't end there - that is only the beginning. We need to consistently deliver the highest quality product possible. However, delivery must be coupled with a clear understanding of our client's needs and expectations. I think that is where many organizations go wrong. They have the list of things to do, things not to do, a process flow, and a plan. What's missing is a simple detail: we need to take the time not only to listen, but actually to understand the needs of our clients. Without this, we are doing nothing more than delivering a "thought" on an end product. I challenge that customer service isn't intended merely to deliver a product, troubleshoot an issue, or sell services. Customer service is strategically aligning the needs of our clients to satisfy both short and long term direction, while providing good communication, transparency, and quality in a courteous manner.

With this in mind, we at the Data Center are committed to providing elite customer service. We want to strategically align your IT needs not only to provide quality support today, but to consistently deliver for tomorrow as well. We strive to understand your needs and unfailingly offer the highest level of customer service support. Ask us what good customer service means to the Data Center, and we will recite our mission: "To deliver cost efficient business solutions and provide superior customer service by focusing on continuous improvement and best practices driven by integrity, teamwork, and innovation."