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Levels of Customer Service: Definitions and Tips

Your success depends on your customer service level. Therefore, it’s essential to differentiate between levels and advancement strategies. It’s possible to increase client retention and revenue by developing a business plan prioritizing customer satisfaction. This article describes four levels of customer service and gives instructions on providing excellent support.

Customer Service Levels

The quality of service defines the levels of customer support the company presents to its clients. Most businesses range their support system. The customer service level can vary from inadequate to exceeding. While the main parts of sufficient support are steady for all industries, companies can track it according to their customer support layout. Higher levels of the support system organization would help increase customer retention rates. Not to mention customer loyalty, which would benefit from a higher stance on your support. 

What are the different levels of customer service?

1. Unsatisfactory

An unsatisfactory service level means that the company ignores clients’ needs and customer expectations. For example, poor personal interaction, response waiting time, and the problem’s solution layout can contribute to an unacceptable outcome. If a company cannot address the issues at this level and raise its customer service standards, it will cause a loss of audiences and revenue.

2. Expected

Meeting client expectations is usually a bare minimum for a company to continue its operation. It’s not good customer service as well as not a bad one. It just means that the business meets clients’ needs and has no regular complaints about the service. However, making your customers stay longer is complex, providing them with the expected level alone. The clients will probably switch to another company once they show a more advanced and customer-oriented level of service. Customer experience is a point that many successful companies consider in their work. Thus, the competitors’ success has to motivate your business to search for unique and efficient service channels and new strategies that would increase the possibility of meeting customer expectations and improving engagement.

3. Desired 

The desired customer service level often means taking additional steps to ensure a high customer service experience. Having reached it, companies build a loyal client base that competitors can’t compromise. For that to happen, they need to retain customers they have already acquired. The essential element of the desired level is showing value and concern for your customers. You can demonstrate your care for the customers by offering special discounts, birthday gifts, and loyalty rewards. If your company can boast the desired level of customer service, it has an excellent reputation and high client retention. Besides, businesses must gain new customers and expand their client base. And the loyalty from your existing connections will show others that it’s safe to join you.

levels of customer service

4. Exceptional

This customer service level gives clients a remarkable experience of all customer service tiers. If you want to build a world class business model, then you should strive to be on this level. It often requires full-scale research on your target audience to understand their behavioral patterns and gain accurate information regarding their needs and preferences. This level is exceptional because a customer receives excellent service via any available channel, whether the interaction with the agent or chatbot. Being at this stance of customer service standards also means listening to and introducing sound suggestions from any customer. Providing customer service on this level exceeds client expectations, ensures a memorable experience for them, and creates a competitive marketplace for your business. Thus, an exceptional level of customer support is the best service you can provide your clientele with.

How Customer Service Level Affects Customer Satisfaction and Customer Loyalty

A study made in 2020 found that companies are 60-70% more likely to sell to their existing customers rather than to the new ones. Therefore, having a stable contact list for businesses means they have a base from which to start their development. Customer support is the part of the business that can help with that. However, the results you gain from acquiring a client service system will depend on its level of development.
Meeting basic minimum standards and performing at an expected service level won’t help customer retention. On the contrary, you are more likely to lose even the most loyal ones of your clientele. Thus, your customer support team’s performance directly influences the sustainability and extension of your client base and your business. Working at a higher level of support means meeting customer expectations, which is the key to higher satisfaction levels with your company. Customers are usually susceptible to the quality of the support services. And maintaining them on a decent scale should be the question of the highest importance. Only if the business can provide a long-lasting, high-quality support system for all its customers can it ensure satisfaction, build trust, and gain much-needed customer loyalty.

How to Improve Customer Service Levels

1.Setting clear customer service goals

Coherent customer service outsourcing goals can assist companies in regulating the required actions for providing excellent support. Establishing objectives for key measurement metrics, such as average request-handling time and customer satisfaction, sets straightforward goals for the agents.

2. Identifying your customer base

Deep research on your customer base will help build stronger relationships with current or potential customers. Some efficient ways to better get to know the clients are by tracing digital footprints, web research, and market division. These materials give a wealth of data, help develop practical insights, and enhance the efforts to provide successful service.

3. Engaging with customers regularly

Many clients expect companies to be active on different communication platforms, such as mobile apps, social media channels, and websites. Staying in touch with customers can consistently advance customer satisfaction with the service. The company can provide regular engagement by determining all the channels customers use and developing communication strategies for each.

tiers of customer support

4. Gathering customer feedback frequently

Collecting client feedback is essential to getting first-hand insight into how satisfied the clients are with various tiers of customer support. Some evaluation methods include social media activities, surveys, and live commentaries during live chat customer service. Regardless of being constructive or complimentary, the criticism helps establish critical areas for growth and understanding the target audience’s thoughts.

5. Remaining transparent

Providing customers with clear information about the company and its products is essential for developing high-level service. It requires informing clients of what they can expect from a business, including pricing details, peculiarities of the product, and rules they accept as a part of the company. For instance, the company can build trust and avoid possible misunderstandings by being transparent about such elements as subscription and cancellation guidelines.

The Bottom Line

The business needs to perform self-assessment regularly to determine its customer service levels. How your company communicates with clients can tell about its place in the industry, affecting client retention and revenue. Thus, most companies strive to enhance their levels of customer service to expand their loyal audience. It means emphasizing providing quality and timely service and your client’s needs in the first place. 

Therefore, it’s a sound conclusion that customer service levels are as important as any other aspect of a business. By setting clear improvement goals, engaging with the clients regularly, gathering their feedback, and setting clear consumer expectations, you can increase customer satisfaction, build a successful client service model, and be an excellent example for your competitors. 

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