10 ways to consistently offer good customer service
By Indeed Editorial Team
Updated 29 January 2023
Published 20 May 2021
The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.
Every business needs to provide good customer service to avoid losing them. Unreliable, unhelpful or hard to reach customer service can be one thing that pushes customers from your company. This is why you have to improve your customer service skills, as they make you more valuable as an employee and help to create loyal customers.
In this article, we discuss what customer service is and provide practical tips you can use to offer good customer service consistently.
What is customer service?
Customer service is any action that a company takes to support prospective and existing customers. Customer service can occur before, during or after the purchase process. It can occur in-person or via email, phone calls, messaging and social media. There are also instances where a company creates documentation or platforms that enhance self-service support. Good customer service refers to exceeding customer expectations by following best practices that leave them feeling great.
Why is customer service important?
Good customer service enhances revenue generation and customer retention. This is because it offers customers a feeling of value and appreciation that agrees with a company's goals and objectives. The happier you make your customers, the more likely they are to purchase from you.
10 ways to consistently offer good customer service
Improving your customer service skills will help you win more clients that are loyal to you and your organisation. The following are the 10 proven ways you can use to provide good customer service:
1. Know your product
You should know every detail about your product before you approach any potential customer. This includes believing in the benefits that your product has. When you totally believe in a product, you talk about it with enthusiasm and insight when discussing its features. This enables you to connect well with your customers as they can easily imagine the kinds of benefits they could derive from the product.
It's your job to assist your customers in appreciating all the value that they can derive from their purchases. This includes knowing any details about the product that the customer will appreciate. You should, for instance, remind them of scheduled updates even after they have made a purchase.
2. Maintain a positive attitude
Your attitude determines a lot about your behaviour and, when positive, can greatly contribute to positive customer interactions. You can calm down a customer who had a bad experience with your product and reassure them when you have the right attitude. Such an attitude will be determined by how you speak, including your tone and words, when you are not having face-to-face interactions with your customers.
You can use things like emojis to convey good humour and warmth in written conversation, which can sometimes limit the use and understanding of tone.
3. Use your creativity to solve problems quickly
Problem-solving skills are essential when you deal with customers who feel let down by your company or product. Depending on how you address a problem and the convincing nature of the solution you offer, you can turn around a negative situation.
Impressing your customers as you create solutions for them will make them remember you and your company for a long time. This will increase their loyalty and make them spread the word about how great your company is and how it fully takes care of its customers.
4. Respond quickly
Quick responses win the hearts of customers because it shows them that you truly value their time. This is ideal for trivial matters that you can solve quickly. However, there are instances where you might need to take more time to solve customer issues. Customers will understand those complex problems can take time to solve and most will be ok with some waiting. During such periods, you need to get back to them quickly and offer the necessary reassurances. Avoid being in a hurry to end a phone call or close a ticket before you resolve the problem totally.
5. Make your service personal
With many modern services being digitised, customers continue to crave better human services. This means that they want people who can understand them and offer them responses that show they care for them. One way to personalise your services is to send your customers gifts like discounts and offers.
There are numerous other ways to get creative in how you deal with your customer more personally. You can make them laugh or use other methods to go off the script and show them you care.
6. Assist your customers to assist themselves
Sometimes customers just want their issue resolved as quickly as possible and, if possible, by themselves. This is why a majority of customers try to solve a problem on their own before contacting customer care representatives for help.
You should take advantage of the fact that self-service is a scalable and cost-effective option to ensure that your customers remain happy. You can offer your clients tips on how to solve common problems by themselves so they don't always have to call in. You can also inform them about the help content on your website and answer any of their questions about it. They can always call in whenever they feel a problem is too big for them to solve by themselves.
7. Make the customer the focus of your support
Without customers, your company is worthless, and you will be out of a job. This is why you should value them more than you do profit or the products you offer. The best way to do that is to treat them as fellow human beings, regardless of the service or product they purchase. Humanize yourself for your clients to feel more comfortable dealing with you and anyone else at your company.
8. Listen actively
Listening in real-time while looking back over the data that is essential to solving a problem shows a great capability to pay attention to customer feedback. You show them you value them and what they have to say by portraying your active listening skills. When you listen in such a manner, you will also have higher chances of hearing the issues they raise properly and solving them effectively. The result is happier customers who will gladly continue to purchase from your company.
Active listening also involves letting a customer speak without pushing your own agenda. You should avoid assuming that you know what they want to say and let them say it instead. Use questions that can help them expand on what they tell you. You can also repeat back the issues they raise in your own words to prove that you have totally understood them.
If your customer has a unique personality or emotional state that you need to note, ensure that you do. This will enable you to tailor your responses to avoid offending them or being insensitive. Customer service should fit each client depending on the needs of their situation.
9. Keep your word
You should deliver on any promises you make to avoid letting your customers down. This shows the kind of respect and trust that you give to your clients. For example, if you promise a particular update on your mobile app within a certain time, ensure that it happens.
Sometimes you can experience difficulties keeping the promise, ensure that you make it up with something that the customer will appreciate. If a delivery cannot go ahead as planned, offer to refund their money or replace the product. You might lose money for that single purchase but gain a loyal customer.
To avoid breaking your word, ensure that you only make promises you can keep. Avoid saying things you are unsure of or that are beyond your authorisation. Do not get tempted by the moment or the prospect of losing a customer and promise something to excite them you have no means of getting. It will only anger them much more when you cannot fulfil your word.
10. Have proactive means of helping
Going the extra mile is one of the fundamental principles of customer service. This means when you have done all that your customer needs, you should strive to provide more. At other times, anticipate what your customers need even before they ask for it. The extra effort shows how greatly you appreciate their needs and are ready to provide for them.
Explore more articles
- What is a Level 4 Certificate in Education and Training?
- What is extreme programming? A comprehensive guide
- 7 big data tools to consider (and what they're used for)
- What is mobile device management and why is it important?
- 10 best network monitoring tools for IT in the workplace
- What is a promotional mix and how is it used? A guide
- 10 e-learning tools to consider (with definitions and FAQs)
- What is the matching principle in accounting? (With example)
- MRP vs ERP: overview, similarities and distinctions
- What is data visualisation? (Definition, types and tools)
- What are consumer products? Types, explanations and examples
- How to increase online sales: a step-by-step guide with tips