Six Levels of Service
You can live at this level day in and day out without any problems.
What is Desired
This Category of Value is why customers choose our company.
What are Primary Products.
Customers think about renewing their contracts because of this.
What are Perception Points.
This type of listening helps build trust with customers.
What is active listening.
Taking action to create value for someone else is an example of this.
Our definition of Service.
This Level of Service is just average.
What is Expected.
This Primary Product is all about the way you treat, greet and meet customers.
What is Service Mindset.
Every time you interact with your Customer you form this with them.
What are Perception Points.
Using clear, jargon-free language improves this when communicating with your customer.
What is clarity.
This is the only activity more important than our Customers.
What is Safety.
This Level of Service can be considered completed, but not a very smooth or pleasant experience.
What is Basic.
This Category of Value considers listening, confirming, reassuring, and taking actions that express long-term commitment.
What is On-going Relationships.
This non-verbal cue can make or break a first impression.
What is body language.
This communication tactic should be used when your customer is upset and needs a listening ear.
What is empathy.
The interactive exchange between the service provider and the Customer is called this.
What is a service transaction.
A comment like the following could represent what Level of Service: REPLACE THE GUY THAT CAME OUT. GIVE HIM SOME CUSTOMER SERVICE CLASSES.
What is Criminal.
These are two ways that we can find out what other people value.
What is studying compliments and complaints.
A clean and organized environment contributes to this perception point.
What is professionalism?
Customers feel valued when we use this detail.
What is their name.
Showing emotions, asking for a manager, body language, and writing reviews are all examples of this for our Customers.
What is expressing whether they are pleased or not with our service.
These two Levels of Service can be reserved for when things go wrong.
What is Surprising and Unbelievable.
This Category of Value looks professional, has a friendly demeanor and offers to help.
What is Service Mindset.
Customers expect this when promises are made.
What is follow through or keeping your word.
Making sure your customer understands what you are doing is an example of this.
What is good communication.
This is a qualitative way we can gauge how our Customers feel about the service they receive.
What are the Six Levels of Service scale.