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Levels of Customer Service: Definitions and Tips

The success and improvements of your business directly depend on its customer service level. It is essential to differentiate various levels and advancement strategies if your company communicates with clients regularly. It is also possible to increase client retention and income by developing a business plan that prioritizes customer satisfaction. This article describes four levels of customer service and gives clear instructions on how to provide excellent support.

Customer Service Levels

Levels of customer support are defined by the quality of service the company presents to its clients. Most businesses range customer service in levels, sorting 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.

What are the different levels of customer service?

1. Unsatisfactory

Unsatisfactory customer service means that the company ignores clients’ needs and expectations. Such factors as poor personal interaction, response waiting time, and the problem’s solution layout can contribute to the bad outcome. If a company cannot address the issues at this level, it will cause a loss of audiences and revenue. 

2. Expected

Meeting customer expectations is usually a bare minimum for a company to continue its operation. At this level, the business meets clients’ needs, and there are no regular complaints about the service. However, it is difficult to make your customers stay longer, 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. Thus, the competitors’ success has to motivate your business to search for unique and efficient service channels and new strategies for client engagement. 

3. Desired 

The desired level often means taking additional steps to ensure a high level of customer service experience. Having reached it, companies built a loyal client base that competitors can’t  compromise. The essential element of the desired level is showing the value and concern for your customers. You can demonstrate your care about the customers by offering special discounts, birthday gifts, and loyalty rewards. If your company can boast the desired level of customer service, that means it has an excellent reputation and high client retention.

levels of customer service

4. Exceptional

This level gives clients a remarkable experience of all customer service tiers. It often requires doing full-scale research on your target audience to understand their behavioral patterns. This level is exceptional because a customer receives excellent service via any available channel, no matter if it is the interaction with the agent or chatbot. Providing customer service on this level exceeds client expectations and creates a competitive marketplace for your business. 

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 to achieve.

2. Identifying your customer base

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

3. Engaging with customers regularly

Many clients expect the 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 the customers are using and developing  communication strategies for each of them.

tiers of customer support

4. Gathering customer feedback frequently

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

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 customer service level. The way your company communicates with clients can tell about its place in the industry, affecting client retention and revenue. Thus, most companies strive to provide excellent customer service to expand the loyal audience. By setting clear improvement goals, engaging with the clients regularly, gathering their feedback, and setting clear customer expectations, you can build a successful customer service model and be a great example for your competitors. 

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