Self Service Concepts & Technology - Call for Speakers (2023)

Self Service Concepts & Technology

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by Geoff Keston

Copyright 2019, Faulkner Information
Services. All Rights Reserved.

Docid: 00021374

Publication Date: 1912

Report Type: TUTORIAL


Today’s IT users–both employees and
customers–increasingly prefer to order their own
technology. This self service model can save money and increase user
satisfaction, especially when organizations integrate the concept into
their other support systems and processes. But integrating
thesefunctions requires an understanding of the technology
and, more importantly, of the business goals that are driving self
service’s development.

Report Contents:

  • Executive Summary
  • Description
  • Current View
  • Outlook
  • Recommendations
  • Web Links
  • Related Reports

Executive Summary

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Spurred by the growth of cloud and mobile computing, the IT
industry over the past several years has shifted heavily toward
service-based models.

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In response to this transition, vendors have created self
service applications that let users find their own information and
select their own IT assets as if ordering from a menu. This approach
replaces traditional methods in which IT departments decide what users
get and then completely handle the deployment.Self service
began largely as a feature of phone systems, but increasingly it is
being used by cloud customers and corporate employees.

The many commercial self service products now available offer
features including a knowledge base, data analysis tools, and a unified
dashboard to manage the system. These capabilities relieve an IT staff
of some of the burden of providing support, especially for repetitive
requests. And they give users a convenient way to order what they need,
an autonomous approach that many people now prefer. The market for
these products is growing, and the technology is becoming more
sophisticated, especially be adding artificial intelligence

The change to a self service model presents a big challenge. To meet
organizations must focus on their business needs, identifying the
metrics–like overall customer satisfaction or the
cost of a
single support request–that matter most to them.
Ultimately, the
change is more about adopting a new IT philosophy than about installing

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The concept of self service flips the traditional approach to IT
delivery on
its head. In the mainframe and client-server days, IT departments
the tools and features that users would get, and they strictly managed
technology deployments. In today’s era of cloud and mobile computing,
however, a new approach has arisen to meet new needs. In the self
model, a cataloglists the software, hardware, and services
and users choose which they want. Access to theseitems is
through a unified interface and shared database so that users can
all of the items they need in a single request instead of working with
different systems. Administrators control access to each item in the
based onuser permissions.

This change is about more than technology. “The shift to
service is a cultural shift,” writes Web content management author
Gerry McGovern.1“It is a shift to
simplicity; to what I actually need right now rather than what I might
need in the distant future. The service industry looks on things very
differently from the product/software industry. This is a genuine
revolution.” This change has occurred in many segments. For instance,
corporate human resources departments are using self service to provide
information, and governments are using it to help constituents.

Self service can be delivered in many ways. The concept has
its roots largely in phone-based systems that let users navigate
through menus by pressing numbers or speaking commands. These systems
remain popular in call centers. But morerecently, there has
been a focus on using the concept in the cloud. These Web-based systems
offering the following features:

  • Knowledge bases. These repositories of
    informationhelp users answer their own questions. Today’s
    knowledge bases typically support many forms of content, including HTML
    and video.
  • A dashboard. A dashboard is a single interface that depicts
    the progress of user requests through their lifecycles.
  • Process automation. Organizations can define processes for
    handling incidents, and systems then manage the distribution of
    information and themovement of requests from one phase to the
  • Analytic and reporting tools. These toolshelp
    administrators determine how the system is being used and how support
    efforts are measuring up to target metrics.
  • Survey tools. Some products can solicit and collect user

Some Web-based self service products integrate telephone-based
features, for instance, by combining phone-based interactive voice
responseinto a system that also offers cloud-based
interactions.The self service concept has also spawned kiosks
that are in use anywhere fromfast food restaurants to movie
theaters.2 Kiosks let customers do things like
buy tickets and complete transactions, all without help, making the
devices a convenient, cost-effective replacement for cashiers.

IT self service is often viewed through the eyes of users, who
the following advantages:

  • Control over their own choices.
  • A wide range of options.
  • The convenience of ordering software and services at almost
    any time and from almost any device.
  • The ability to check the status of a request.

But the main advantages may actually be for IT. A report from Web self
service provider ComAround found that“an unexpectedly high
number of
… IT and support managers feel that web-based self service is a tool
is there primarily to support them rather than users.”3These
managers view self service as a way to lessen the burdens of many
functions and to enable IT staff members to focus on other jobs.

From IT’s perspective, the advantages of self service are that

  • Automates routine support tasks like resetting passwords.
  • Enables support to be provided at all hours without hiring
    staff for nights and weekends.
  • Provides single sign-on for all services, thus unifying
    access to, and the operation of, multiple systems.
  • Facilitates the use of multiple platforms, such as mobile
    (including text messaging) and social media.
  • Tracks support requests and responses to them, thus
    automatically keeping records and statistics.

Current View

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Two trends have driven much of the recent boom in self
service: cloud computing and mobile communications. These technologies
are dispersed, reaching users across many locations while providing
them with access to resources that are similar to those offered onsite.
This scenario is much different from the client-server model in which
networked users are typically in the same building and IT staff
members can run down the hall to load software or swap out an
employee’s defective printer. Furthermore, cloud and mobile services
are often delivered to a heterogeneous array of devices. Today, IT does
not necessarily dictate the devices that employees and customers use,
and people expect to be able to access information and applications
from home or on the road, whether using a PC, tablet, or smartphone,
whether on an Apple, Android, or Windows platform.

To help enterprises meet these new expectations, many vendors
sell self service technology as a “white labeled” offering. In this
scenario, enterprises buy software that includes tools and templates
for delivering self service and then customize the software to suit
their particular needs. For instance, Oracle markets
itsService Cloudas allowing
customers to offer self service on “branded service pages that look and feel like your existing website.”4 Oracle’s
product also makes
knowledge base data accessible to search engines, so that Web users can
find it through search engines. Similarly, the AWS cloud
serviceoffers user self service features that organizations can
provide to
their customers.5 Other leading providers of
white-labeled self service technology include the following:

  • AppDirect
  • Evolve IP
  • Zendesk


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A Growing Market

The forces driving the growth of self service are part of a
broad, long-term shift toward using service-based business models. Now,
there is infrastructure as a service (IaaS), software as a
service (Saas), monitoring as a service (MaaS), networks as a service
(NaaS), platforms as a service (PaaS), and communications as a service
(CaaS), to name a few.6 Even the term
“XaaS”–everything as a
service–has emerged to describe the fundamental
rethinking of IT’s role as being about delivering services to users.
The broad move toward service models has created a good environment for
letting users do their own shopping for IT.

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The worldwide market for self service technology has been forecast to
at a strong pace. Overall, it is expected to increase to $37.75 billion
2021, up from $15.70 billion in 2015.7 The market for kiosks, a
segment of the self service industry, is forecast to grow at a compound rate of
more than four percent until 2023.8 A
similar technology to kiosks are micro markets, which are freestanding
cases containing products that customers pay for through the machine
itself. Essentially, they are a more flexible, Internet-connected
version of vending machines. The emergence and growing popularity of
micro markets is one example of the expansion of the self-service
concept to various industries and applications.9

And the business intelligence segment of self service is predicted to
expand at a compound annual rate of 15.5 percent until 2023, when it
will reach $7.9 billion worldwide.10 As the
market grows, the direction it takes will be shaped in
part by research about what types of self service technologies
customers prefer. This research is still relatively new,
however, so user preferences may still take some time to be understood.11

Integrating AI

Artificial intelligence is increasingly being integrated into
self service technology. It is estimated that “[b]y 2021, 15 percent of all
customer service interactions will be completely handled by AI.”12
But rather than fundamentally changing self service, it is likely that,
at least for the foreseeable future, AI will handle simple, common
customer requests.13 More complex
interactions are likely to be handled by live agents rather than
self service tools.

Self service based on AI differs in two key ways:

  • It
    can redirect interactions with a customer during a call or chat
    session. Traditional self service tends to be rigid, based on common
    customer needs. But AI provides more flexibility, helping customers to
    navigate through a company’s support documents, which often aren’t
    well-organized or easy to find.14
  • In addition to
    making adjustments during a call, AI can make changes over time, using
    what itlearns in one customer interaction to change how it
    handles future interactions.15


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Assess Business Drivers

Organizations have their own particular customer service
needs, and these unique goals drive decisions about many aspects of
self service:

  • The expectations of the user base
  • Access policies
  • The types of IT assets published in the services catalog
  • The platforms to be supported

An organization can also determine whether its customer service
stem from technical or logistical issues. Some organizations may need
focus on fixing their systems, while others may need to focus on
and processes. In terms of processes, a study by Sheryl E. Kimes of
and Joel E. Collier of Mississippi State found that in retail, while
customers generally liked self service, they also wanted human help if
technology failed or was hard to use.16 An
organization designing
a self service IT process might therefore include IT personnel rather
relying solely on technology.

Implement to Meet Business Goals

Self service applications are designed to be easy to set up,
but generic features and processes can only meet so many of an
organization’s goals. Factors such as the organization’s industry and
the characteristics of its customers create certain needs. To meet
these needs when implementing a self service system, an organization
would be wise to focus on the metrics that matter most to it. While
some organizations may care most about user convenience, for instance,
others might put more weight on reducing the cost of support.

Integrating self service processes into other functions, such as the
following, is also an important part of a good implementation:

  • Interactive phone systems
  • Web sites
  • E-mail
  • Ticketing systems
  • Social media

And many products include features that are not, strictly
speaking, self service, such as knowledge bases and chat software to be
used by live agents.

Reconsider Agent Training and Hiring

A key change is that with many customers using self service,
most of
the calls that reach a live agent will be special cases. “Because
self-service solves many of the simpler issues that customers have, the
inquiries that do make it through to contact center agents are the more
complex, difficult, or relationship-dependent ones,” says Ian Jacobs of
analyst group Forrester.17 “So, contact center
agents now
need to be prepared for solving harder problems than in the past.” With
this in mind, organizations may need to revise their training and
hiring practices for agents, focusing on higher-level skills needed to
address higher level support issues.

Approach Self Service as a Change in Philosophy

The concept of self service is part of a broader change in
which, over the last several years, organizations have begun to think
about IT in terms of delivering services. This new approach, called IT
service management, focuses on meeting the needs of users rather than
thinking first about managing hardware and software. (IT service
management is commonly implemented according to the ITIL framework.)
Implementing self service requires technology, and correctly selecting
and using that technology is important, but the core change is
philosophical. Making this philosophical shift requires rethinking how
IT measures itself and makes decisions. Doing this rethinking first,
before selecting self service tools, will help an organization to
successfully use IT self service. Thischange is best
approached as a multi-phase process, not as a single, turnkey


    1 Gerry McGovern. “Cloud Computing Is All about Self Service.” CMS Wire. May 2011.

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    2 Gretchen Gavett. “How Self-Service
    Kiosks Are Changing Customer Behavior” Harvard Business
    . March 11, 2015.

    3 Therese Walve. “Who Is Web-Based
    Self-Service Actually There For?” ComAround.
    December 2011.

    4 “Oracle Service Cloud.” Oracle.

    5 “AWS Service Catalog Announces Self-Service Actions.” Amazon Web Services. October 17, 2018.

    6 See:

    Archie Hendryx. “Cloud Concepts: IaaS, PaaS, SaaS,
    MaaS, CaaS & XaaS.” ZDNet. October 30,

    Christine Burns. “Nine ‘Everything-as-a-Service’ (Xaas)
    Companies to Watch.” NetworkWorld. August 13,

    7 “Self
    Service Technology Market to Report Phenomenal Growth, Revenue to Soar
    to US$ 37.75 Billion By 2021.” Zion
    Market Research.
    September 5, 2018.

    8 “Global Self-Service Kiosk Market
    2019-2023.” Technavio. August 26, 2019.

    9 Elliot Maras. “Micro
    Market Acquisition Speaks Volumes About Self-Service Progress.” Kiosk
    October 2, 2019.

    10 Tanmay Halaye. “Self-Service Business
    Intelligence Market Growth Factor Details for Business 2018 to 2023.” Journal of Industry.
    November 23, 2018.

    11 For examples of such research, see:

    Eoghan Considine and Kathryn Cormican. “Self-Service Technology
    Adoption: An Analysis of Customer to Technology Interactions.” Procedia
    Computer Science.
    Volume 100. 2016.

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    Anne Scherer,Nancy Wünderlich, andFlorian Wangenheim. “The Value of
    Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer
    Retention.” MIS Quarterly. Volume 39. 2015.

    12 Jordan Bryan. “Four Trends in
    Gartner Hype Cycle for Customer Service and Customer Engagement.” Gartner. September
    10, 2018.

    13 Reuben Yonatan. “Five Customer Experience
    Trends for 2018.” Zendesk.
    March 6, 2018.

    14 Juan Martinez. “AI and Digital
    Self-Service Will Revolutionize Customer Service.” PC
    4, 2017.

    15 Kate Legget. “Top Customer Service Trends
    for 2018.” Forrester.
    February 28, 2018.

    16 Sheryl E. Kimes and Joel E.
    Collier. “How Customers View Self-Service Technologies.” MIT
    Sloan Management Review.
    Fall 2015.

    17 Ian Jacobs. “How Self-Service
    Technology Is Changing the Contact Center Job Landscape.” Forrester.
    January 5, 2017.

Web Links

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About the Author

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Geoff Keston is the author of
more than 250 articles that help organizations find opportunities in
business trends and technology. He also works directly with clients to
develop communications strategies that improve processes and customer
relationships. Mr. Keston has worked as a project manager for a major
technology consulting and services company and is a Microsoft Certified
Systems Engineer and a Certified Novell Administrator.

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What are the 3 most important things in customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

How would you describe your customer service skills answer? ›

Example: "I think the skills great customer service representatives most commonly have are strong communication, positivity and problem-solving. They must clearly communicate with customers, both by answering questions or explaining policies in addition to actively listening to the customer.

What are the concepts of customer service? ›

There are four key principles of good customer service: It's personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience.

What is excellent customer service examples? ›

12 real-life customer service examples
  • Add a personal touch.
  • Be transparent and educate customers.
  • Respond quickly to all customer feedback.
  • Use creative and unexpected return policies.
  • Find a workaround when items are out of stock.
  • Build a connection with local shoppers.
  • Remember and reward repeat customers.
Apr 12, 2023

What are the 5 values of great customer service? ›

When you demonstrate the values of accountability, optimism, authenticity, respect, trust, and communication, you can earn the loyalty of your customers. People choose brands that are a reflection of their values.

What are the three C's of customer service? ›

The Three Cs of Customer Service course explores Caring, Co-operating and Communication, and how they can help deliver excellent customer service. It provides practical advice regarding these values and how to use them during customer interactions.

What is a good customer service answer? ›

What is good customer service? Good customer service means consistently meeting customers' expectations. Great customer service is quick, easy, personalized, and empathetic. Companies that deliver excellent customer service take the time needed to understand the needs of their unique customer base.

How do you provide excellent customer service sample answer? ›

10 ways to deliver great customer service
  • Know your product. ...
  • Maintain a positive attitude. ...
  • Creatively problem-solve. ...
  • Respond quickly. ...
  • Personalize your service. ...
  • Help customers help themselves. ...
  • Focus support on the customer. ...
  • Actively listen.
Nov 20, 2022

What should I write in customer service skills? ›

10 important customer service skills for your resume
  • Communication.
  • Active listening.
  • Empathy.
  • Warmth.
  • Problem-solving.
  • Dedication.
  • Time management.
  • Stress management.
May 17, 2023

What is a service concept example? ›

A firm that delivers accountancy services, for example, might have a service concept that concentrates on national delivery (service operation) of various accounting services (value) that comply with all relevant rules and regulations (service outcomes) and that primarily focuses on online delivery (user experience).

What are the four service concepts? ›

  • [ 1 ] The Offering.
  • [ 2 ] The Funding Mechanism.
  • [ 3 ] The Employee Management System.
  • [ 4 ] The Customer Management System.
  • [ ~ ] Integrating the Elements.

What is your concept of customer service experience *? ›

Customer service experience is the sentiment associated with a company's ability to provide positive experiences to their customers. Services range from one-on-one interactions where a support agent resolves a customer issue, to exchanges with the brand on a more public scale.

What are the 6 key elements of service? ›

6 Key Elements to Include in Your Customer Service Strategy
  • A Company-Wide Mission.
  • A Recruitment Process to Hire The Right People.
  • A Commitment to Ongoing Training.
  • A Customer Service Policy.
  • A Focus on Empowering Your Team.
  • An Effective Feedback Loop.
Apr 17, 2020

What are the seven qualities of good customer service? ›

What are the 7 qualities of a good Customer Service
  • 1- Maximize your Interactiveness. ...
  • 2- Collect the maximum of Feedback. ...
  • 3- Create a Good Exposure. ...
  • 4- Build Inclusiveness. ...
  • 5- Be the Top of Mind in Communication. ...
  • 6- Have Transparency. ...
  • 7- Always Do More than Expected.

What are the 3 A's in customer service? ›

A - Acknowledge that their concerns are valid. A - Align with the customer, agreeing that you would feel the same were you in their shoes. A - Assure the customer that you will be able to solve their problem to their satisfaction.

Why self service is better? ›

Gives customers faster access to the answers and information they need. Has customers performing tasks that are workarounds for problems in the product or processes of the company. Allows customers to control their experience by making changes without needing to call or email.

How to enhance customer satisfaction? ›

7 techniques to improve customer satisfaction
  1. Understand your customer journey—firsthand. ...
  2. Listen to your customers. ...
  3. Offer proactive multi-channel support. ...
  4. Act on customer feedback. ...
  5. Personalize your user experience. ...
  6. Leverage NPS and CSAT scores. ...
  7. Follow up with your customers.
Sep 15, 2022

How would you describe yourself? ›

Sample answers:

I am a hard-working and driven individual who isn't afraid to face a challenge. I'm passionate about my work and I know how to get the job done. I would describe myself as an open and honest person who doesn't believe in misleading other people and tries to be fair in everything I do.

What is your strength and weaknesses sample answer? ›

My strength is that I am self-motivated, hard-working and punctual. My weakness is that I trust people very easily. My biggest strength is no matter what I will never give up till I give my best to complete my task. My strength is my family as they always take a stand for me and help me in every situation.

What are four key ways of providing excellent customer service? ›

4 Keys to a Great Customer Service Experience
  • Influence Customer Expectation. When a consumer purchases a product or service they have an expectation about how that product will perform or how the service will be delivered. ...
  • System to Address Customer Issues. ...
  • Monitor On-line Chatter. ...
  • Solicit Customer Feedback.
Jun 27, 2018

What is good way to answer why is customer service important? ›

“Customer service means going above and beyond to keep the customer happy, whether that means answering any questions they have or resolving issues with a positive attitude. Customer satisfaction is the top priority, and hopefully creating loyal, returning customers.”

What is a strong customer service skills job description? ›

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers.

What are 3 concepts examples? ›

Concepts can be based on real phenomena and are a generalized idea of something of meaning. Examples of concepts include common demographic measures: Income, Age, Eduction Level, Number of SIblings.

What is a good example of a concept? ›

For example, the word "moon" (a concept) is not the large, bright, shape-changing object up in the sky, but only represents that celestial object. Concepts are created (named) to describe, explain and capture reality as it is known and understood.

What is a simple example of concept? ›

An example of a concept is a bright flower. This is a rather specific concept, but it could get more specific by referring to the type of flower.

What is the basic concept of service? ›

“A service is any activity or benefit that are being an offer to another that is essentially intangible and does not result in the ownership of anything.”

What is service setting concept? ›

The term 'service setting' is used to describe the tangible physical environment in which a service is experienced. This environment gives vital tangible and intangible clues that help potential clients, customers, employees, stakeholders and opinion- formers understand a service's character and ideology.

What are the 5 service components? ›

The five service quality dimensions are tangibility, reliability, responsiveness, assurance, and empathy.
  • Tangibility. Tangibility is the appearance of physical facilities, equipment, personnel, and communication materials. ...
  • Reliability. ...
  • Responsiveness. ...
  • Assurance. ...
  • Empathy. ...
  • Service quality questionnaires.
Nov 9, 2020

What is an example of a service experience? ›

The design of a service including user interfaces, processes, practices, environments and tangibles such as the food on a flight. For example, the design of a hotel lobby is an element of the service experience of a hotel.

What is the concept of service experience? ›

Customer service experience is the overall experience of a customer based on interaction with a company's sales, support and service teams before, during and after a purchase.

How do you provide 5 star customer service? ›

7 Association Customer Service Skills to Pick Up
  1. Practice adaptability. You've heard it before and it still holds true to this day: “The only constant in life is change.” ...
  2. Be empathetic. What is empathy, exactly? ...
  3. Think creatively. ...
  4. Communicate clearly. ...
  5. Lead with authenticity. ...
  6. Express appreciation. ...
  7. Go the extra mile.

What is your greatest strength in customer service? ›

Your List of the Most Important Customer Service Skills (According to Data)
  1. Persuasive Speaking Skills. Think of the most persuasive speaker in your organisation. ...
  2. Empathy. ...
  3. Adaptability. ...
  4. Ability to Use Positive Language. ...
  5. Clear Communication Skills. ...
  6. Self-Control. ...
  7. Taking Responsibility. ...
  8. Patience.

How would you handle an angry customer answer? ›

How to deal with angry customers
  1. Stay calm. In some cases, a customer may be visibly distressed or angry. ...
  2. Shift your mindset. ...
  3. Acknowledge their distress. ...
  4. Introduce yourself. ...
  5. Learn about the person you are talking to. ...
  6. Listen. ...
  7. Repeat their concerns back to the customer. ...
  8. Sympathize, empathize and apologize.
Feb 3, 2023

What are the 3 factors that influence customer service? ›

Factors that Influence Customer Satisfaction
  • Accessibility.
  • Empathy.
  • Language.
  • Response Time.
  • Convenience.
  • Choices.
  • Simplicity.
  • Quality.
Jul 26, 2021

What are 3 things to improve customer service? ›

How to improve customer service
  • Empathy, patience, and consistency.
  • Adaptability.
  • Clear communication.
  • Work ethic.
  • Knowledge.
  • Thick skin.
  • Identify common ground.
  • Practice active listening.

What are the 3 elements of service quality? ›

If you're going to improve the service aspect of your firm, you'll need to focus on the three components of service: the people delivering the service, the quality of the service delivery, and the systems the business uses to deliver that service.

What are the 4 key principles of good customer service? ›

Principles of good customer service. Listening, understanding your customer's needs, thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression.

What are the top 3 most important elements of high customer satisfaction? ›

The three major factors that affect modern customer satisfaction can be categorized as customer perceived quality, value, and service. By harnessing these factors, you are able to provide positive, consistent customer experiences and create true customer loyalty.

What are the three R's of customer success? ›

The Three R's of Customers Satisfaction: Retention, Related Sales, and Referrals. The three R's of customer satisfaction are key indicators of a company's success. Retention, related sales, and referrals are basic pillars of customer success.

What are the 4 factors of service? ›

There are four characteristics of service: Intangibility, Inseparability, Variability, and Perishability (Kotler and Keller, 2007).

What are the three things that makes customer service a big difference? ›

Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.

What are your customer service strengths? ›

As a skill set, customer service entails several qualities like active listening, empathy, problem-solving and communication. Customer service is used in many jobs at every level. While traditionally you might think of customer care as a service from a business to a consumer, it is also applicable within a business.

How can I improve myself in customer service? ›

How to Improve Customer Service
  1. Understand customer needs. ...
  2. Seek and promote customer feedback. ...
  3. Set and communicate clear service standards. ...
  4. Delight your customers by exceeding their expectations. ...
  5. Capture and share examples of great service. ...
  6. Create easy and effortless customer service. ...
  7. Personalise your customer service.

How can you improve service quality? ›

8 helpful tips to improve your customer service quality
  1. Understand your mission. What is the purpose of your business, and why does your product or service matter to your clients? ...
  2. Seek feedback. ...
  3. Stay ahead of responses. ...
  4. Cross-sell. ...
  5. Offer value-add services. ...
  6. Create a referral program. ...
  7. Train your representatives. ...
  8. Be responsible.
Jan 21, 2020

What are the 5 attributes of service quality? ›

The five service quality dimensions are tangibility, reliability, responsiveness, assurance, and empathy.

What is an example of service quality? ›

Example: being polite and showing respect for customer. Empathy: Ability to be approachable. Example: being a good listener. Tangibles: Physical facilities and facilitating goods.


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Name: Saturnina Altenwerth DVM

Birthday: 1992-08-21

Address: Apt. 237 662 Haag Mills, East Verenaport, MO 57071-5493

Phone: +331850833384

Job: District Real-Estate Architect

Hobby: Skateboarding, Taxidermy, Air sports, Painting, Knife making, Letterboxing, Inline skating

Introduction: My name is Saturnina Altenwerth DVM, I am a witty, perfect, combative, beautiful, determined, fancy, determined person who loves writing and wants to share my knowledge and understanding with you.