How To Provide Excellent Customer Service

20+ Phone customer service & etiquette tips for 2023

There are three key components to a good customer service call, according to Josefina Madrigal, a phone support guru and former call … See more

1. Treat customers with respect. Customers want to feel valued and appreciated. They don’t want to be spoken down to or ignored. When you’re providing customer service, make sure you are respectful and use a polite and helpful tone.
2. Provide prompt assistance. In my experience, customers hate waiting. They often want help immediately and don’t want to wait long for it. Put a system in place that allows customers to get assistance quickly.
3. Find solutions that actually meet customer needs. Not only do many customers dislike waiting, but they also hate having to deal with the same issue repeatedly.
4. Communicate clearly and concisely. Don’t confuse customers about what is happening or what they need to do. When providing customer service, make sure your communication is clear and easy to understand.
5. Be honest when things go wrong. Customers appreciate honesty. If something goes wrong, they want to know what happened, and they typically want businesses to be upfront about it.
Estimated Reading Time: 9 mins6. Know your product. As a customer support agent, you spend all day troubleshooting for customers, and that means you need to be a product expert. Expansive knowledge of your product is an essential customer service skill.
7. Maintain a positive attitude. Attitude is everything, and a positive attitude goes a long way in providing excellent customer service. “The right attitude changes negative customer experiences into positive customer experiences,” says Flavio Martins, VP of Operations and Customer Service at DigiCert, Inc.
8. Creatively problem-solve. Over 80% of customers have churned because they experienced bad customer service. That’s why you must thrive on solving problems for your customers and make it a central part of your support role — and there will always be problems to solve.
9. Respond quickly. 66% of people believe that valuing their time is the most important thing in any online customer experience. Resolving customer queries as quickly as possible is a cornerstone of good customer service.
10. Personalize your service. 40% of customers say they want better human service. That means they want to feel like more than just a ticket number. They get angry when they’re not being treated like an individual person, receiving boilerplate responses, or being batted like a tennis ball to different people.

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