This Is the Key to Excellence in Customer Service

By | July 5, 2023

That is how you turn a negative customer service experience into a positive one. And an astounding 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. Having a positive attitude, a kind smile and a friendly tone can make all the difference in helping your customers feel appreciated. At the end of the day, no matter how hard you try to satisfy your customers and meet their needs, you will eventually face an unhappy customer. It’s important to remain patient and positive during such interactions.

  • Customer excellence, sometimes known as customer success, is about making sure your customers’ desired outcomes are successfully achieved.
  • It allows you to deliver 24/7 support to your customers while taking the pressure off your frontline employees.
  • On the flip side of the coin is delivering on those expectations you set.
  • The best customer service professionals have a deep knowledge of how their companies’ products work.
  • Retaining talent could prove vital in the race to maintain capacity.

Thanks to the advent of the smartphone, people are more connected digitally than at any prior period of history. This presents a unique opportunity for service providers, retailers, and restaurants to leverage this connectivity to provide superior CX via smartphones and other mobile devices. Interestingly, customers do not feel extra grateful when you deliver more than you promised. It’s still better to under-promise and over-deliver so you can make sure you never break this important social contract.

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And as a business, even after knowing this, if you do not take any quick action, then you are sending the wrong signals. Apart from being easily accessible at any time from anywhere in the world, one major benefit of self-service is that it is available 24/7 to help customers. Because if you do not, your customers will lose trust in your brand. Forget about acquiring new customers; there might be a possibility that you start losing your existing customers as well if you do not make it easy for them to reach out. I explained my issue and asked them how much time it will take to find a solution. They gave me a deadline of 24 hours and assured me that the query would be solved within the given deadline.

excellence in customer service

Your customers are the reason you’re in business in the first place, and your job is to serve them as best as you can. Delivering on your product or service is one thing, but the way you treat your customers when they need assistance is what will make your business stand out in an ever-more crowded market. Sprout Social’s report shows that 88% of marketers understand the importance of customer service appearing on social media with nearly 45% of consumers surveyed saying they have reached out to a company on social media. Customers feel frustrated whenever they have to repeat themselves or believe that customer service lacks the knowledge about their issue. By unifying customer information with a CRM, customer service reps gain the context and ability to resolve inquiries in a single interaction. When customer service teams have a 360-degree view of a customer’s needs are better at finding opportunities to improve customer experience.

ways to deliver great customer service

A support rep’s ability to empathize with a customer and craft a message that steers things toward a better outcome can often make all the difference. Perhaps empathy — the ability to understand and share the feelings of another — is more of a character trait than a skill. But since empathy can be learned and improved upon, we’d be remiss not to include it here. Call it what you want, but a great work ethic and a willingness to do what needs to be done (and not take shortcuts) is a key skill when providing the kind of service that people talk (positively) about. They’ll make a request that isn’t covered in your company guidelines or react in a way that no one could have expected.

excellence in customer service

These are all examples of concerns your customers may bring to your team’s attention, which means you can fix them faster. Your customer service professionals are truly at the front line of your business. Of course, you’re bound to run into some problematic customers who make resolving issues more challenging. But even the difficult customers are just as important to business as your understanding, respectful customers.

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It’s not enough to close out interactions with customers as quickly as possible. Your team has to be willing to take the time to listen to and fully understand each customer’s problems excellence in customer service and needs. Here are the 21 customer service skills that every support professional should seek to develop and every leader should look for when hiring new team members.

Customer experience has become the driving force that determines whether a customer will stay or abandon your business. However, the methods of delivering a memorable customer experience has changed over the years. An overwhelming majority (76%) of consumers expect customer service reps to know their contact, product, and service information history. No matter how great your business is or how talented your team may be, customers will always remember the interactions they have with your company. But, as soon as Peter landed, a gentleman wearing a tuxedo was holding a bag that contained a porterhouse steak, shrimp, potatoes, napkins and silverware.


Your employees are a source of ideas, especially your frontline ones as they’re interacting with customers all day. Setting up a central employee feedback system gives your employees a voice and engages them to think about the purpose and direction of your company. Company-wide communications training can develop these skills and reinforce the importance of good communication. One platform that focuses on this type of training – and with a specific focus on customer service – is


. This is where employees initially receive the same basic training on company culture, values and product. Then, team-directed training is given based on the area of speciality.

excellence in customer service

Seek feedback from customers, colleagues, and supervisors to identify areas for enhancement. Embrace learning opportunities, adapt to changing customer needs, and stay updated on industry trends to provide the best possible service. In today’s higher ed business landscape, exceptional customer service is no longer an option; it’s a necessity. With Facilities Management’s customer base of 50,000 students, faculty, and staff on a campus that operates 24/7, having an effective customer service strategy is essential.

The better you treat your customers, the better off your business

As customers are not going to wait for a solution or be in any position to understand the situation of the agent. Hence, you should always make sure that your service agents have all the required knowledge of your products so that they can offer timely solutions to your customers. It is very frustrating for customers when they have to repeat themselves over and over again just because the service agents are unable to understand the issue clearly. In order to avoid such situations, the best thing to do is listen to the customer carefully.

JEFFERSON CITY, Mo. – The State of Missouri hosted its fifth annual Show Me Excellence Summit on Tuesday, October 3. Domino has also invested in key technologies, including Oracle Fusion, Salesforce, and ServiceMax, amongst others, to enhance CX further and deliver greater business insight to improve customer lifecycle management. Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. Please see /about to learn more about our global network of member firms.

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We’ve identified several ways to put your customer service at the top of the game in your industry. Sometimes, it’s hard for reps to swallow their pride and admit their mistakes. However, this is crucial for building honest relationships with customers. They want to know that your brand is transparent, honest, and human and admitting and apologizing when you’ve made a mistake can end up improving customer satisfaction.

Author: Tommy

The true sign of intelligence is not knowledge. It's imagination. As what as Einstein said. You could know everything, but it doesn't mean that you can make something by that. You need imagination to develop it, develop yourself, or change the world.

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