What is the quality of service? concept, types and measurement

Businesses not only sell a product or service, they also sell the expectations and experiences required by their public. For this, it is important to sell trust and a good quality of customer service.

Customer service becomes an issue that indirectly or directly concerns each of the areas of your company and is key to achieving the success of your business.

Service quality concept

Quality customer service is about meeting and exceeding customer expectations. It is extremely important because, as we already mentioned, the success of a business, the number of customers, their loyalty and even recommendations with other consumers can depend on this.

You can achieve this by putting yourself in the place of your buyers and preventing problems or difficulties that encourage bad experiences during the purchase process or with what you offer. You must know what your audience is looking for, since consumers increasingly demand to receive better and higher quality service.

As brands we have the responsibility to meet the expectations of the buyer, since the competition in the market is increasing and we must stand out among the contention for the public’s attention.

Types of quality of service

Now you know what quality of service is and how important it can be for your business. Did you know that there are different ways of conceiving the quality of service? Well, these types of customer service quality will help you understand how to improve depending on the moment your buyers are living.

According to research by Reeves and Bednar, there are 4 types or perspectives of service quality, but remember that depending on the needs of your business, some “concepts” are adapted, so take note of the moment when each of them is applied:

quality of excellence

All companies offer customer service (directly and indirectly) so their main objective must be to stand out as the best in their field.

Achieving the quality of being the “best” is something complicated and even unattainable. Since the concept of excellence encompasses a varied meaning for each person, because derived from the service or product that is offered, the demands and expectations that consumers will have are different.

Fit quality to spec

The quality of service can be shaped as the business needs. The purpose is to evaluate the quality of customer service in the different stages of the purchase cycle in order to later compare the results and seek improvement strategies;

Quality as value

As the name itself says, quality has an important meaning. Each consumer has different needs to satisfy and each of them must be met and covered with an exceptional service that meets consumer expectations.

If something must be present in your processes, in your service, in your products and in your day to day, it must be the quality that you will offer to the end user. You have to take into account the views that quality dictates along with customer expectations.

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Quality as satisfaction of the expectations of users or consumers

The success of any business will depend on how consumers feel about that brand and how satisfied they end up after receiving your attention.

Customers will give their personal point of view and evaluate the quality of customer service you offered them: how they are treated and how effectively your company meets their needs or meets their expectations.

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How to measure the quality of service in your business?

Thanks to the evolution that the Internet has had, consumers can let the whole world know how your brand treated them. Whether your experience was good or bad.

However, this same digital age has a variety of technological tools that are of great help to measure the quality of customer service of traditional and digital businesses.

Likewise, you can count the number of complaints, claims, returns, etc. on a monthly basis. to compare month by month and implement strategies that help you reduce those numbers, in this way you will be able to measure the success of the implementations and adjust or modify your customer service and attention strategy. Stay alert and constantly check the ratings or reviews on social networks and Google to detect possible complaints and comments about the care you provide.

The opportunity to improve the quality of your business’ customer service and position it among the best is just a click away.

8 tips to boost the quality of customer service

1. Try to validate the opinion of your customers

If you give importance to the recommendations or opinions of those who purchase your service or product, you make them feel that they are part of the “family” of your company or business and that they have a fundamental value for you, they are not just another customer.

When the buyer or consumer feels that it is essential for you, because they think that you are their best option to meet their expectations. For this you can use satisfaction surveys, in which you make sure you know what your buyers think.

Do you know that if a user has received a good quality of customer service, they are likely to be willing to pay up to 16% more for your products and services? This is where it becomes so important to know what they think of your brand. Use different platforms that help create these measurement materials.

2. Use marketing strategies

Studying your target, that is, your target audience, will help you specify who your service or product is aimed at. Therefore, you must first determine what type of customers you want to reach. Then do a market study. It will help you to know better what the tastes and interests of your consumers are and how they like to be treated.

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The tools you use to capture the attention of your users will greatly influence the sales levels, so within the planning you should consider strategies to follow to offer excellent quality customer service, so that the next time the buyer looks for the products that solve any need, your first option is you.

If you gave him a pleasant experience before, he will surely decide once again for you. Invite him to share what he experienced with your business through social networks (or the platform where your audience is). You will see that you will attract more potential customers.

3. Provide a sensory experience

When we give you tips on how to improve the purchase of your users to make them fall in love, we even talk about those services that really make your consumers feel something.

One of the ways to raise the quality of service can be through the stimulation of the senses. In this way you achieve two things that work as cause and effect. The first helps to record the positive shopping experience that the customer takes, causing them to continue consuming. The second is that sales are boosted.

If your business only lives, for example, in an online store; try and add a thank you card to each shipment you make along with stickers or give a small gift. Any accessory or product that is not very expensive will be appreciated by your customers. We assure you that it is a gesture that will make your buyers feel special and will make your brand stand out.

4. Use friendly language

We assure you that more than once you have felt a great connection with a brand just because of the way it uses its language. Something so simple can directly impact the quality of customer service you offer.

It’s been proven that when consumers feel comfortable with or like the quality of a business’s customer service, they buy more often.

This becomes so important that there are even brands that focus on their workers addressing customers in a friendly manner and providing a dignified and pleasant treatment.

If your brand is only on the Internet, you can also follow this recommendation…

Start by reviewing how you are speaking to your audience from your website. Make sure your content is engaging and easy to understand, while providing a visual experience for your visitors.

Express yourself in a friendly manner as if you and the client already know each other. Of course, it only applies if the public you are addressing is likely to be treated in this way. This will help the consumer feel more familiar and confident. What will cause you to become a safe and satisfied customer.

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5. Flexibility with payments and shipments

Believe it or not, something as basic as having several ways to make a payment is a good example of quality of service. Each buyer may feel more comfortable with one or another way of paying. Not the limits.

Also, parcel options give a plus to the quality of customer service of your business. The buyer will have the option of choosing the transport that will deliver his package, with which he feels safest and that fits his budget. Select the best package for your shipments by reviewing this article where .

6. Give away coupons

In online trading it is very common for web stores or platforms.

There are brands that focus on buyback. That is, they motivate customers who have already purchased a product once to make a second purchase. How? Now the store gives them a discount as a plus in the quality of customer service.

7. Chatbots

Chatbots have become an essential tool for online businesses, since they have artificial intelligence, which

Chatbots give you the option to predetermine messages. Preset greetings to welcome you to the store or to answer common questions that buyers often ask.

Many companies use them because they are a great way to provide better customer service since they have personalized and instant attention!

8. Anticipate problems or inconveniences

It is always better to be forewarned than to be unprepared and have to solve something against the clock. Since that limits the resolution capacity and can cause less success or a greater workload that takes the focus off your team.

For example, if you detect that a product is out of stock and delivery will take longer than expected; offer a discount coupon or additional product to customers whose order will be delayed. Don’t forget to notify them by email to avoid upsetting them. This way you prevent or reduce the number of calls or messages of complaints.

Another way to avoid or reduce the workload by anticipating it is by including an FAQ page on your website or e-commerce. Include the main problems or doubts that your customers present or to provide information on purchase processes, delivery, etc.

📌 These tips apply to physical and online businesses.

Examples of excellent quality of…

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