You may possess an outstanding product, but if your customer service falls short—unhelpful, unreliable, or hard to reach—your reputation may suffer, resulting in customer loss. This underscores the importance of investing in customer service for long-term business success.
What is Great Customer Service?
Great customer service goes beyond industry best practices. It involves valuing customers’ time, maintaining a pleasant attitude, and providing knowledgeable resources. The goal is not merely to meet expectations but to exceed them.
10 Ways to Deliver Great Customer Service
Utilize various methods, including features from customer service software, shared inbox tools, and help desk software. Delight your customers with these ten best practices:
1. Know Your Product
As a customer support agent, expertise in troubleshooting requires a comprehensive knowledge of the product. Aim to be a product evangelist, offering insightful discussions and timely recommendations.
2. Maintain a Positive Attitude
A positive attitude significantly impacts customer experiences. Reflect your positivity in written communication, using tools like emojis to convey warmth and humor.
3. Creatively Problem-Solve
Embrace problem-solving as a central aspect of support. Consider the legendary customer service example from Zappos, where creative solutions can lead to lifelong customers.
4. Respond Quickly
While speed is crucial, prioritize great customer service over rapid resolution. Help Scout’s AI summaries can assist in resolving escalated issues faster.
5. Personalize Your Service
Customers appreciate being treated as individuals. Use personal touches when possible, such as remembering birthdays or interests.
6. Help Customers Help Themselves
Empower customers with self-service options. Help Scout’s Beacon is an example that puts help content front and center for quick issue resolution.
7. Focus Support on the Customer
Prioritize customers over products or profits. Southwest Airlines exemplified this principle by delaying a flight for a customer attending a funeral.
8. Actively Listen
Demonstrate active listening skills to understand customers’ real problems. Use phrases like “It sounds like…” and “Do you mean…?” to show genuine interest.
9. Keep Your Word
Fulfilling promises builds trust. Even if issues arise, offering something to make up for it can turn challenges into opportunities for customer loyalty.
10. Be Proactively Helpful
Go the extra mile by anticipating customers’ needs. Small gestures, like sending a gift “just because,” demonstrate genuine appreciation.
Growing Your Business by Providing Great Customer Service
The elements above collectively contribute to great customer service, fostering customer loyalty and a positive business reputation. Treating customers as individuals, humanizing interactions, and providing helpful experiences are key to customer service-driven growth.
