Amazing customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver great customer service, according to American Express.
Unfortunately, it’s true that bad news travels faster than good news, especially in the age of social media. Most customer service stories online are about bad customer service experiences, and consequently, you don’t always hear about companies who are doing it right.
- The store owner who remembers — and appreciates — repeat customers. …
- The online merchant that sends personalized video message to each new customer. …
- The online store that proactively addresses shipping issues. …
- The associate who comes up with the perfect greeting.
Poor vs Great Customer Service
What is good customer service?
Customer service includes all contacts that a person has with your business and services. These include browsing your website, visiting your store in person and communicating remotely. When you give the best customer service experience, that customer is more likely to recommend your business and visit again.
10 examples of customer service
Here are 10 good customer service experience examples that demonstrate ways to enhance every customer interaction:
1. Greet the customer in a warm, personalized way
A customer named Jim has begun going to his local diner for breakfast every weekend. Jims regular waiter greets him each time by name and asks if he wants to have his usual order of pancakes and scrambled eggs. During Jims most recent visit, the waiter noticed that he was wearing a hat from a basketball team they both love and started a conversation about the weeks big game. Jim felt noticed and appreciated and planned to bring his friends to the diner the following week.
This hypothetical situation is an example of making an impression on your customer by paying attention to them as individuals. You can get to know the customer by making small talk when appropriate and looking for interests you share. Make sure to be authentic because people can often feel if a comment is genuine. The goal is to give your customers a friendly, personalized experience and make them eager to return.
2. Prioritize employee wellness
The management at a retail clothing company noticed that employees reported increased stress levels on quality-of-life surveys around a major holiday. In response, they altered the employees schedules to allow a few hours per week to be creative by working on displays and signage. They also established an incentive program for employee teams to earn small rewards to recognize the increased holiday workload.
Take care of your staff since they interact directly with your customers and are often the face of your business. If they feel overworked, it may be difficult for them to engage with each person they talk to. Consider offering employees some downtime from addressing customer needs and questions to focus on a different kind of task.
You can provide on-the-clock customer service training to ensure that all employees are consistent. It can also help to give clear pathways to advancement within the company. If you invest in them as future company leaders, your employees may feel more personally committed to its success.
3. See customer complaints as opportunities
Sarah recently complained that her child accidentally broke a toy because the package directions were unclear. Laura, who worked at the shop the toy was purchased, responded with empathy. She said she understood Sarahs frustration and apologized for the problem.
Laura helped Sarah select a toy better suited to her childs play style and credited her for the replacement. Laura also noticed that this was the third complaint about the toy and reported the issue to upper management. As a result, they put more specific instructions on the packaging. Sarah, very pleased with this outcome, returned to the store as a regular customer.
In this example, Sarahs complaint was an opportunity to repair broken trust. Laura offered an immediate solution and a plan to prevent similar issues from happening in the future. If you can make your customer feel heard and respected, you can turn a problem into a stronger future relationship.
Customer concerns can also come through phone calls, emails and social media posts. Try to respond to all customer comments. Always thank them for their time and for sharing their thoughts with you. Act on their feedback, if possible, to show that you take it seriously.
4. Find opportunities to surprise or impress your customers
A coffee shop began selling branded t-shirts. As part of the launch, the shop tasked each employee with giving away three shirts to loyal customers. One customer, a college student with a large social media following, posted an appreciation video expressing his genuine surprise and excitement. His fans shared the post, and the shops page gained many new followers as a result.
Beyond everyday politeness, little moments to impress your customers can promote long-term loyalty. Encourage your team to look for opportunities to do something special. You can empower your staff with a small budget of time or company money to delight your customers. An excited customer may tell their friends and family about their experience or make sure to return to your business in the future.
5. Minimize the customers perceived risk
A boutique womens clothing shop developed an online style quiz to guide customers toward the best pieces for their needs. The quiz allows the customer to upload a photo of themselves to see what they might look like wearing the item and suggests a few new styles the customer might like. The company developed a very lenient return policy, including no-questions-asked free returns. This policy helped minimize the customers concerns about paying for a new style they might not like.
By making it easy for their customers to try on clothes and return items, the shop reduced the feeling of risk. If possible, allow your customers to browse and try out your items for free. Make your return policies clear, with terms that are the same as or better than your competitions. Perks like free return shipping, easy refunds, trial periods and discount codes can all reduce the perceived risk of trying your service or product.
6. Follow up with your customers
At a wellness spa, customers receive personalized, hand-signed thank you cards after each appointment. The spa also sends out small discount coupons on each customers birthday. They recently added a loyalty program where customers can earn free add-ons to service packages.
Once your customer leaves your business, you can maintain your relationship with small gestures. You can ask your customers how they would like you to contact them and how often. Consider reaching out during important events like birthdays and holidays. You can incorporate loyalty programs to reward repeat customers.
7. Make the environment comfortable; set the atmosphere you want
A bookstore wanted to become a community gathering place. The stores owners hoped to encourage customers to visit more often, bring their family and stay longer during each visit. They sold snacks and coffee in a café, swapped their wooden benches for comfortable chairs and added a kids corner with scheduled readings to give parents time to browse. Lots of sunlight and a bright paint scheme added to the welcoming atmosphere.
Pay attention to your businesss physical environment, such as its decorations, lighting and furniture. Decide what type of feeling you want your business to represent, and coordinate everything to support that. Try to anticipate your customers needs so you can address any concerns before they arrive.
8. Offer convenient customer support
One growing auto body business found that their voicemail was overwhelmed by customer questions, leading to an excessive response time. The company added omnichannel support with live chat, a dedicated email address and more social media options. They hired staff to monitor these support lines, including from other time zones to offer after-hours assistance.
It is essential to quickly answer your customers questions without making them feel rushed. Provide enough staff to address each question efficiently. Each customer is an individual and may prefer different ways to communicate with your business. You can reduce customer stress by offering multiple ways to reach support. Make the process transparent by letting your customers know how long they can expect to wait.
9. Provide easy access to self-service on your website
A hardware company realized that many of their customers preferred to search for solutions to small problems independently. So, they encouraged customers to remain on their website and build trust in their brand by adding an extensive online knowledge base. This series of pages included videos, blogs and FAQ lists. They updated the knowledge base regularly with new products and ensured that all media and links remained functional.
When customers want to solve their own problems, you can keep them engaged with your business by providing the information they need on your webpage. Set up a series of informative pages, videos and podcasts and a chatbot to help guide customers through common questions. Maintain this online information center so that the customer experience reflects your quality and attention to detail.
10. Solicit feedback
A small but growing restaurant chain sent a survey to their local community asking for feedback on some new menu items. The restaurant was surprised to learn that the sweet side dishes were the most popular. This information inspired the restaurant to add a variety of desserts in the following months.
Your customers can suggest new products or services, giving you ideas for potential growth areas. You can also ask to use their comments in testimonials for advertising. Make sure that open, eager receipt of feedback is part of your company culture.
What does customer service mean example?
Customer service involves being a kind, courteous, and professional face for the company. It also involves listening carefully to customer wants and concerns. Beyond listening, customer service is doing everything in one’s power to efficiently and accurately serve each customer.
What is one example of great customer service you have received?
What are customer examples?
What is an example of your excellent customer service skills?