A customer service model is a set of plans or policies that a company uses to provide customer service. There are different models because different companies have unique priorities and needs, so not every style of customer service will work for every organization. Some companies might have an organized customer service model when they start, but others might not consider a specific model until they’re already operating and see a need for more clarity in how their customer service works .
Here are some of the customer service models that a company might want to try:
1. Convenient: In a convenient customer service model, the customer may not get personalized service, but they continue to use your business because of its convenience and possibly its cost-effectiveness. If you offer affordable products or services in a way that is particularly convenient for your customers, you may not need to have an extremely involved or extensive customer service approach .
2. One team: In a one-team model, any employees who perform customer service tasks are fully trained to handle all aspects of customer service. Rather than a customer needing to be referred to a different person or department, every customer service employee knows how to help customers. In this type of customer service, if a customer has a need or question that the employee working with them can’t provide, the employee would consult with colleagues before returning to their customer, rather than having the customer talk to someone else .
3. In-depth personalized service: In this model, the customer service team provides a high level of personalized service to each customer. This type of customer service is often used by luxury brands or companies that offer high-end products or services. The goal is to make the customer feel special and valued .
If you are a customer service team member or a manager who oversees those who provide customer service, you may find it helpful to understand the different types of customer service models. In this article, we explain what a customer service model is, list eight types of customer service models and describe how to choose and implement a customer service model for your business .