Example of Good Customer Service: 10 Ways to Improve Yours
You know what it feels like to be a customer. Therefore, as a business owner, you know why customer service is important. I once had an issue with a purchase I made online and the company’s customer service department was very unhelpful. It left me feeling frustrated and angry. After that experience, I vowed to always emphasize good customer service. What’s an example of good customer service?
Here are 10 ways you can improve your own customer service skills.
What is Good Customer Service?
Great customer service is ensuring that your customers are satisfied with their experience in dealing with your company. This means providing the level of service they expect or exceeding their expectations, in a timely and efficient manner.
In retail, an example of good customer service is directing shoppers to the right section of the store or assisting them with a product issue.
Good customer service is the lifeblood of any business. Without it, your company will struggle to retain customers and grow.
At its core, good customer service means providing what your customers need in a timely, efficient, and pleasant manner.
In retail, it is important to remember and appreciate your repeat customers. It is also important to forge a local connection with shoppers and put your product knowledge to good use.
The best retail systems have customer management features and reports that provide you with insights into your sales, marketing, and customer service efforts. By having this information at your fingertips, you can make more informed decisions about how to run your business.
With this data at your fingertips, you can start to identify trends and pain points so you can address them head-on.
Investing in good customer service pays off: businesses with great customer service see 60% higher loyalty rates from their customers.
If you want your business to succeed in the long run, make sure you’re providing the best possible experience for your shoppers every time they visit your store.
The environment and customer service in your store are important factors in how shoppers perceive your brand. Even if you have great products or low prices, poor environment and customer service can ruin everything.
The great news is that when it comes to handling customer complaints, you’re in the driver’s seat. You have the power to resolve these issues in a way that is satisfactory for both parties. By taking the time to listen to your customers’ concerns and then working with them to find a resolution, you can build a strong relationship of trust and respect.
What are the Benefits of Great Customer Service?
There are many benefits of great customer service. These include:
- Making customers feel valued
- Encouraging customer loyalty
- Increasing positive word-of-mouth marketing
Both current and potential customers are influenced by customer service.
Did you know that 68% of consumers would react to a bad experience by telling family and friends about it on a social network? And almost 50% of customers claim they would switch to a new brand after just one bad experience.
Customer service is the key to maintaining good customer relations and preventing them from going to your competitors. Excellent customer service is essential for keeping your customers happy and coming back to your business.
In fact, 1 out of 4 people is willing to pay more for great customer service. And 93% of satisfied customers are more likely to buy from you again.
If one person has a negative experience on Facebook, it can quickly spread to thousands of people through their friends.
10 Ways to Deliver Great Customer Service
To help you improve your retail service, we have listed several examples of what good service looks like, as well as a few steps you can take to improve your own.
Here are 10 ways to wow customers with great customer service.
1. Be a Product Expert
As a customer service representative, you are the expert on your product. Customers come to you when they have problems, and it is your job to solve those problems.
Therefore, it is essential for customer service representatives to have a good understanding of the products they are selling.
Being able to demonstrate the benefits of a product to a customer is essential. You’ll also need to know how to resolve any issues that crop up.
The goal is to learn everything about the product so that recommendations can be made in a timely and informed manner regarding new features and services.
2. Have a Positive Attitude
The best customer service reps are those who can keep a positive attitude, even when a customer is upset.
When interacting with customers over the phone, it’s important to keep a positive tone. Your language should reflect this, and your tone and inflection should sound interested and upbeat.
Since many nonverbal signals are absent from written or typed communications, it’s important to be extra careful when communicating through the internet. It can be easy to miss a tone in an email or text. Be sure to keep your message concise and to the point to avoid confusion.
If you want to come across as warm and friendly, don’t hesitate to use emojis in your messages.
If a conversation starts to feel tense, pick up the phone instead of continuing to communicate online.
3. Be a Problem Solver
Most customers have quit because of poor customer support. This is why you must always prioritize solving problems as a part of your role as a customer service representative.
Customer service is incredibly important, and companies should always be willing to go the extra mile for their customers.
When online shoe retailer Zappos made a mistake that caused a customer’s package to be sent to the wrong address, they went above and beyond to correct the situation. They sent a free pair of shoes to the best man at the customer’s wedding, making sure that their special day was not ruined by the mix-up.
Don’t just fix the problem and move on – go the extra mile to creatively meet your customer’s needs. This way, you’ll create a base of loyal, committed customers.
4. Speed is of the Essence
The importance of speed cannot be understated when addressing small issues: 66% of customers place a high value on their time. Quickly and efficiently resolving problems is essential to providing good customer service.
Customers understand that when they submit a ticket, it may take some time for you to resolve their problem. They realize that there is a difference between the time it takes to respond and how quickly you solve their issues; however, they are okay with this because they do not want their question to linger in your ticket system.
It can be frustrating having to wait in line to get help, but if customers have a problem, they’re usually willing to spend the time it takes to get it resolved. You should be willing to do the same.
It’s important to be responsive when customers reach out to you, but don’t immediately jump on the phone or close out their tickets. Instead, take a moment to understand their inquiry and see if you can resolve it without further escalation.
5. Personalize Your Customer Service
Around 40% of customers want a more personalized experience from businesses. This could be in the form of customizing products or providing more tailored services. By giving customers what they want, businesses can improve customer loyalty and satisfaction.
When people receive generic, cookie-cutter responses to their questions, or when they feel like they’re being bounced from person to person without getting the help they need, it can be frustrating.
Customers want to feel like they’re dealing with real people, not robots. That’s why many companies will send their customers a gift on their birthday. It’s a way of showing customers that you care about them as individuals.
6. Help Customers Help Themselves
Many customers would rather solve their issues themselves than talk to a customer service rep, so it’s important to give them the tools to do so.
Self-service is a great way to keep customers happy while also saving time and money. Help Scout’s Beacon feature puts helpful content right where customers need it, so they can find answers without leaving the page. If they’re still stuck, our team is always available and ready to help.
7. Focus Support on the Customer
Your customers are the most important people to your business and they deserve your respect and attention.
Companies should rely on humans, not robots, for customer service.
One example of legendary customer service is Southwest Airlines. The pilot’s act of compassion by holding the flight back for a passenger who was attending a loved one’s funeral put the customer first. This generated positive word-of-mouth for the airline.
8. Learn Active Listening
Listening to customer feedback is important to improve the customer experience. By looking back over data and listening in real-time, businesses can show their customers that they are being heard. This active listening can result in happier customers overall.
Listen carefully to what your customers want. Don’t assume you know what they want.
When you are interacting with customers, pay attention to their personality and emotional state of mind. This enables you to respond to them in a way that is fitting to their situation. Customer support is not a one-size-fits-all; every customer is unique and requires individualized care.
9. Keep Your Word
If you make a promise, it is common sense customer service to ensure that you deliver on it. Your customers trust you, so don’t let them down.
Keeping promises is about respect, trust, and credibility.
It is important to keep to the standards that you set for yourself to maintain customer satisfaction. This means that if you commit to something, you follow through with it. Whether it is an SLA or a particular feature in your software, meeting deadlines and expectations is key to keeping your customers happy and ensuring they continue doing business with you.
If you make a mistake with an order, such as delivering the wrong product or being late, make sure to apologize and offer a discount or free postage. If an order goes missing, replace it and reimburse the customer. Showing customers that you care will help build loyalty and keep them coming back.
In the long run, you probably won’t earn as much from a customer who’s bought from you once, but you’ll have gained their loyalty.
Surprisingly, delivering more than you promise doesn’t impress your customers. Instead, they feel more annoyed if you say you’re going to do something and then don’t. It’s much better to understate what you can do and then over-deliver on it. That way, you’ll never disappoint them.
10. Be Proactively Helpful
Providing excellent customer service means going the extra mile to satisfy the customer. This means doing everything in your power to make them happy, regardless of the inconvenience to yourself.
As a business, it is important to be proactive in meeting the needs of your customers before they even have to ask. This not only shows that you are attentive and care about their experience but can also help them discover new products or services that they may need.
Make your customers feel valued and appreciated, and they will return the favor by being loyal, supportive customers.
If you treat customers well, they will return the favor by buying from you.
Giving customers small gifts or rare promo codes are a great way to thank them for their patronage.
The concierge at the Gaylord Hotel in Nashville, Tennessee, went the extra mile for a guest who needed an alarm clock. Not only did the staff member tell the customer where to buy it, but she also gave the guest a coupon code. The hotel’s complimentary phone charger won them a loyal and grateful client.
Example of Good Customer Service for Specific Industries
B2B: The key to providing great B2B customer service is understanding the needs of your clients and tailoring your services to meet those needs. It’s also important to build strong relationships with your clients so that they feel comfortable coming to you with any problems or concerns.
B2C: The key to providing great B2C customer service is making sure that your customers feel valued and appreciated. It’s also important to be responsive to their inquiries and concerns and to always go the extra mile to exceed their expectations.
SaaS: The key to providing great SaaS support is being available 24/7 to help your customers with any issues they may have. It’s also important to have a robust knowledge base that can answer common questions and provide live chat support so that customers can get help in real-time.
Healthcare: The key to providing great healthcare customer service is being compassionate and understanding. Patients are often going through a lot of stress, so it’s important to be patient and sympathetic. It’s also important to be knowledgeable about the various treatments and procedures so that you can answer any questions patients may have.
Startup: The key thing for startups is excellent customer service since they don’t have the brand recognition that larger companies do. You need happy customers who will tell others about your company, which will generate more business. To achieve this, it’s essential you offer personalized attention, resolve issues quickly, and over-deliver whenever possible.
Education: The key thing for educational institutions is excellent student retention rates since they rely on tuition payments year after year. You need happy students who will recommend your school to others, which will generate more interest and applications. To achieve this, you must offer personalized attention, resolve issues quickly, and over-deliver whenever possible
How Do You Handle Difficult Customers?
Even with all of the tools for proper customer satisfaction at your disposal, you might still run into customers who are angry or upset. In these scenarios, you can still find ways to deliver the best customer service.
One way to do this is by practicing reflective listening. This means showing that you’ve understood their problem and letting them know that they’ve been heard.
You can also demonstrate sympathy and give a genuine apology.
Another helpful tip is to ask the customer what type of resolution they’d like to see to the problem.
And finally, it’s important to stay calm and compassionate throughout the exchange, speaking in an even tone and keeping your body language relaxed.
Remember that the customer isn’t angry at you, but frustrated with the situation.
Now that you’ve seen an example of good customer service, you’ll be on your way to giving your customers the best experience possible. By following these tips, you can ensure that your customers always feel valued and appreciated.