How would you measure exceptional customer service compared to average service?
As a VIP service provider, the interviewer wants to know that you can quantify exceptional customer service and differentiate it from the 'norm' that customers are so accustomed to receiving. Many parts of a customer service delivery or offering are tough to measure. There are, however, indicators to success. These indicators include repeat customers, survey results, consistency of referrals from existing customers, sales numbers, reviews, and competitor benchmarking. With a multitude of metrics available to you, talk to the interviewer about how you go about measuring exceptional service.
"I believe there are plenty of indicators available that can tell me if I am delivering average service or if I am giving my customers the VIP experience they deserve. First, I look for the number of customers who come from a referral source. I enjoy this quote from Jim Rohn, where he says, 'one customer, well taken care of, could be more valuable than 10,000 worth of advertising.' I wholeheartedly agree with this sentiment and believe that's just one reason why client referrals are incredibly important to track. Another way that I like to measure exceptional service is through open conversation. Our company puts out customer satisfaction surveys after every transaction, and I appreciate the insight that these surveys offer. Can you share with me how your company measures client satisfaction?"
