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Customer service is literally the gateway to a business, and it is a critical part of its success. Each interaction with a customer is an opportunity to improve one’s reputation, raise one’s profile and create opportunities for future interaction. From first contact to follow-ups on client requests, all aspects of customer service affect the customer’s opinion of the business. Therefore, it is crucial to ensure that customers are entirely satisfied with service quality. Sales, profitability and growth depend on it.

As well, customer service is the responsibility not only of the receptionist, but also of each employee of the business, including managers. However, to assess and improve the quality of service delivered by the staff, the business needs clear guidelines.

The BNQ has developed a set of standards specific to certain industries that enable businesses to improve their practices, to deliver high-quality service. Businesses can go further by obtaining BNQ certification through its service quality certification programs. That is an excellent way to increase one’s value in the eyes of customers and gain their trust.