The factors that contribute towards consistent and reliable customer service

Satisfied customers believe the goods or service are value for money. The customers feel that the money was worth spending because they are satisfied with that product.

These are factors that most organisations should focus on to provide consistent and reliable customer service.

• Scope of job role – being aware of what the staff can and cannot do as a part of their job and type of issues they have to refer to a supervisor.
• Knowledge of products/services – every customer will need a help in terms of products/services that are available in the company. Only if you have a good knowledge of the products that your company provides, you can give customers accurate information and advise them about the best options to suit their needs.
• Type and quality of products/services – you need to know the range of goods or services that the company provides so you are able to help the customers in choosing the appropriate product for them. For example, when buying something valuable, such as car, you will look for the most qualified specialists because you are going to spend a lot of money. You want to ensure that the product you buy is appropriate and meets your needs fully so you are satisfied about the customer service and purchased product.
• Staff attitude and behaviour – all staff have to keep a positive attitude, treat every customer as a friend and have excellent interpersonal skills to impress the customers. For example, when I went for my interview to GCC I was quite nervous because it was a new environment to me. I had no idea about the location of rooms and I did not know any of the students or teachers. Although the receptionists were very helpful and kind, this helped me to get along at college.
• Timing – it is a very important part of your job. You need to know when to approach a customer to avoid unpleasant situations. It also means not keeping the customers waiting and arranging delivery and appointments at your customer’s convenience. For example, once I went to a dentist and my appointment was delayed for half an hour. I was also getting late for my classes at college but could not do anything because this clinic was very busy and I would have to wait for next appointment for one month. After that, I did not go to this surgery anymore and registered at different one.
• Accesibility/avaiability – the customer gets upset when he finds out he doesn’t get what he wants because it has been sold out or it is out of stock. In this case, your role is to understand customer’s disappointment and try to help them by checking stock availability in another store or putting their name on waiting list. For example, I experienced very competent staff members at PC World. I really wanted to buy a camera but unfortunately it was not available at my local store. Customer assistant found for me the nearest shop where the camera was available and reserved it for me straight away so it was ready to be collected from now.
• Working under pressure – being kind and calm on a quiet day at  job is an easy task to do. The real challange is when it is a really busy time in a company (e.g. Christmas time) and you are trying to do several things at the same time. That situation may be chaotic and disconcert you. Always try to keep cool and calm and do not panic!
• Dealing with problems – customer service also means dealing with problems. You need to acknowledge the problem and if you are not able to solve it, connect the customer with someone who can help. For example, I had a problem with my mobile and I called orange helpline. My problem was sorted out really quickly and I gained help of 3 different specialists which was quite impressive.

Customer service is very important for the company’s image and reputation. When the company loses its customers, it is not able to receive profits and function effectively. There is a large competition between companies and every business fights for a customer because customers are a key to the success. Always keep your customer service at high standard and provide excellent products and services to your clients.