There are many different levels of customer service that a customer service representative can work in. Depending on what level of customer service a company has, that is going to affect how much you enjoy your job. With a low level of customer service, you will want to be out of that job quickly as most customers will not be happy. However, if there is a high level of customer service, you will find you enjoy work and do not want to leave the establishment.
So what are the levels of customer service out there and how do companies fit into them?
The first level of customer service is poor, and surprisingly, 28 percent of all companies fall in that category. In that category, a company that falls into this category is one that suffers greatly in terms of customer service. Calls are not answered on time, customers are not satisfied with the service and most will choose not to call back, or not to buy the products of the company.
The second level of customer service is acceptable, which means the service is okay, but not that great. Half of all customer service jobs fall into this category. If a company has acceptable level of customer service, then the customers are sometimes happy with it and sometimes not.
The next level is good, which means that a company’s customers are happy with the customer service representatives, but there is room for improvement in some areas. A total of 17 percent of companies fall in this category.
The fourth level of customer service is excellent, which means that the service is nearly perfect and only a few hiccups are causing any sort of problem with customers. Only four percent of all companies fall in this category. Not surprisingly, it is difficult for a company to reach this level of service as it requires a great deal of effort to ensure that all customers are happy, and that all customer service representatives do their job to the best of their ability.
The last category is world class, which only one percent of all companies fall into. This is customer service that is flawless, has no complaints and is as perfect as a customer service department can get, complete with excellent customer service support.
If you look at it in terms of numbers, let’s say there are 25,000 companies out there with customer service departments that can be rated. A total of 7,000 would be rated as poor and 12,500 would be rated as acceptable, which means 19,500 of 25,000 companies rank below good for customer service, that is 78 percent! For the last three levels, 4,250 would be good, 1,000 would be excellent and only 250 would be world-class.
It is surprising to see that the vast majority of customer service companies out there rank poorly in terms of providing customer service. As a result, it is up to you, and all those who are thinking of a career in customer service, to work hard and develop a good relationship with customers as a customer service representative.
