{"id":2153,"date":"2022-04-14T16:56:32","date_gmt":"2022-04-14T09:56:32","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=2153"},"modified":"2026-02-05T11:48:13","modified_gmt":"2026-02-05T04:48:13","slug":"customer-service-mindset","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/customer-service-mindset\/","title":{"rendered":"Customer service mindset \u2013 Knowledge that helps you succeed"},"content":{"rendered":"<p>For those currently working in the field, developing a customer service mindset helps foster a proper understanding of the profession, making it easier to set personal development goals during the work process, while also creating greater value for the brand they are working for.<\/p>\n<p>Regarding businesses, all that customer-centric thinking aims to do is enhance the customer experience and successfully retain them.<\/p>\n<p>In this era of intense competition, in order to retain customers and turn them into loyal customers, in addition to product quality, businesses must provide customers with excellent customer service.<\/p>\n<h2><strong>CS stands for Customer Service:<\/strong>\u00a0<strong>Customer service.<\/strong><\/h2>\n<p>People often think that customer service means serving customers, or caring for customers, or a place to interact with customers. But that's not entirely accurate.<\/p>\n<h2><strong>What exactly is customer service?<\/strong><\/h2>\n<p>Customer service consists of three elements: service, support, and care.<\/p>\n<ul>\n<li><strong>Services:<\/strong>\u00a0These are the things that businesses provide to customers to create value for them.\u00a0<em>For example: 24\/7 call center, ticket counter service, delivery service, shuttle service.<\/em><\/li>\n<li><strong>Service:<\/strong>\u00a0It is an attitude of serving customers to bring them joy.\u00a0<em>For example: Respectful, polite, cheerful, kind, etc.<\/em><\/li>\n<li><strong>Care:<\/strong>\u00a0It is an act of caring for customers and meeting their needs. This action must be carried out regularly.\u00a0<em>Example: The call center agent correctly addresses the needs of customers who contact the call center.<\/em><\/li>\n<\/ul>\n<p>To provide good customer service, it is essential to do all three of the above well at three points in time:\u00a0<strong>Before, during, and after sales<\/strong>\u00a0To achieve the ultimate goal of increasing customer satisfaction, creating long-term loyalty to the brand, thereby increasing revenue.<\/p>\n<h2><strong>How will customers evaluate the quality of the service?<\/strong><\/h2>\n<p>The service is not physical in nature. Customers will evaluate the quality of the service based on their perceptions and feelings about the experience they receive.<\/p>\n<p>When experiencing a service, customers often make comments such as: I really like it, it's really great, I'm very happy, I feel reassured, or \"I'm still angry about it.\"<\/p>\n<h2><strong>What is customer experience?<\/strong><\/h2>\n<p><span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/customer-experience-3\/\">Customer experience<\/a><\/span> These are the emotions that remain after all their interactions with the brand, evaluated by their feelings. Emotions play a decisive role in determining whether an experience is terrible or wonderful, while also showing you the level of service that a business is providing.<\/p>\n<p>To clarify, please learn about Ron Kaufman's service level scale.<\/p>\n<h2><strong>Ron Kaufman's service levels<\/strong><\/h2>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-18631\" src=\"https:\/\/bell24vietnam.vn\/wp-content\/uploads\/2023\/07\/z5713667728649_c9408e09fc21aaa78f7cbb905a272fe8.webp\" alt=\"\" width=\"1920\" height=\"1520\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>The image above is the service level scale proposed by Ron Kaufman. From this, you can analyze customer emotions and behaviors according to each service level provided by the business.<\/p>\n<h3><strong>Levels.<\/strong><\/h3>\n<ul>\n<li><strong>For poor service levels:<\/strong>\u00a0This is a service that customers never want to use again or resort to a more uncontrollable behavior than boycotting. Because the emotion they feel is frustration and discomfort.<\/li>\n<li><strong>C\u00e2\u0301p \u0111\u00f4\u0323 di\u0323ch vu\u0323 c\u01a1 b\u1ea3n:<\/strong>\u00a0Here, the company is providing customers with a service that falls short of expectations. Therefore, customers' feelings are disappointment, leading to the behavior of not using the service anymore.<\/li>\n<li><strong>C\u00e2\u0301p \u0111\u00f4\u0323 di\u0323ch vu\u0323 nh\u01b0 tr\u00f4ng \u0111\u1ee3i:<\/strong>\u00a0Here, the company is providing customers with a service that is acceptable but still below expectations. Customers can still continue to use it because there are no better alternatives or substitutes.<\/li>\n<li><strong>C\u00e2\u0301p \u0111\u00f4\u0323 di\u0323ch vu\u0323 theo mong mu\u1ed1n:<\/strong>\u00a0Service quality meets the requirements and criteria set by customers. Their feelings are normal, as this is the default quality that businesses must achieve. Customers will return to use the service again.<\/li>\n<li><strong>C\u00e2\u0301p \u0111\u00f4\u0323 di\u0323ch vu\u0323 ng\u1ea1c nhi\u00ean:<\/strong>\u00a0Delivering service quality that meets customer expectations, while offering unique features that delight customers. Customers will return to use the service repeatedly.<\/li>\n<li><strong>C\u00e2\u0301p \u0111\u00f4\u0323 di\u0323ch vu\u0323 kh\u00f4ng ng\u1edd t\u1edbi:<\/strong>\u00a0This is the highest level. Here, customers receive an experience that exceeds their expectations, is highly surprising, and even makes them think that the business would never do this for them. Customers will feel amazing, perhaps even saying \"WOW,\" and they will never forget the brand, while also spreading the word about this experience to many people.<\/li>\n<\/ul>\n<p>Service levels are like challenges for businesses. If you understand their importance and benefits in business, you will constantly strive to climb to the highest levels.<\/p>\n<p><strong>But when you reach the top of the ladder, are you safe?<\/strong>\u00a0The answer is no.<\/p>\n<p>A good service today may become ordinary tomorrow, because customer needs change and your competitors are constantly evolving and innovating. Therefore, continuously innovate and upgrade your services to perfection so that you don't fall behind.<\/p>\n<p><strong>Next topic:<\/strong>\u00a0<span style=\"color: #ff6600;\"><a style=\"color: #ff6600;\" href=\"https:\/\/bell24vietnam.vn\/en\/blogs\/news\/quan-ly-hanh-trinh-khach-hang\/\">Customer experience journey and how to map the customer experience.<\/a><\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>V\u1ec1 ng\u01b0\u1eddi \u0111ang l\u00e0m ngh\u1ec1, hi\u0300nh tha\u0300nh t\u01b0 duy di\u0323ch vu\u0323 kha\u0301ch ha\u0300ng \u0111\u00ea\u0309 co\u0301 ca\u0301i nhi\u0300n \u0111u\u0301ng \u0111\u0103\u0301n v\u00ea\u0300 [&hellip;]<\/p>","protected":false},"author":1,"featured_media":2154,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[44],"class_list":["post-2153","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc","tag-dao-tao"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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