What Is the Definition of Customer Service Excellence

Instead, you’re looking for qualities that can’t necessarily be taught. The 3 important qualities of customer service revolve around professionalism, patience, and having a “people-first” attitude. Customer service will vary from customer to customer, but as long as you’re following these 3 qualities, you will be able to support them.

Ask your agents to put themselves in the shoes of the customers when working on their queries. Being a customer, you are not going to trust such a brand again. You might think they themselves do not have the required knowledge of the product; how are they going to help you? Everyone loves to feel unique, valued and cared for – why not extend this to your customers?

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Plus, by empathizing with them, you can learn more about their genuine interests, likes and dislikes, which will help you improve your service in the long run. It means you’re putting yourself in their shoes and really understanding where they’re coming from, and what they need help with, as if you were the one with the same problem. And if you offer a service, you can customize your solutions to fit their unique requirements – that checks off all their boxes.

  • Conversely, the second example is stating the same thing (the item is unavailable), but it focuses on when and how the issue will be resolved instead of focusing on the negative.
  • For example, at Help Scout, we define customer service as the act of providing timely, empathetic help that keeps customers’ needs at the forefront of every interaction.
  • REVE Chat lets you proactively reach your customers and offer instant assistance much before they ask for it.
  • Get to know your customers, remember their names and previous conversations.
  • Julija Ražanskienė, Support Manager at SuperOffice since 2016, knows all about balancing short-term support metrics with a genuine passion for building long-term relationships with customers.
  • Even better, look for people who will take the initiative to create guidelines for everyone to use in these situations moving forward.

Excellent customer service means treating customers well and addressing their issues promptly. It also means making them feel like they are seen by your company. 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.

What Makes an Excellent Customer Service?

No doubt, Subway offers exceptional customer service on a global scale. They always offer relevant services to customers instead of regularly sending them promotional information. FedEx teams collaborate closely with external partners and stakeholders, ensuring they are kept informed and any issues are addressed promptly.

customer service excellence

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. Language is a crucial part of persuasion, and people (especially customers) create perceptions about you and your company based on the language that you use. On the other, they’ll represent the needs and thoughts of customers to your company. For example, it doesn’t behoove the customer to receive a long- winded explanation on the ins-and-outs of solving a particular bug. Discover the tools and techniques used by high-performing customer service organizations in our free, six-part video course. These folks thrive on one-on-one interactions within their community.

Key Principles of Achieving Customer Service Excellence

Customer excellence is always doing and being the best you can be for your customers. In this article, we’ll spell out how to achieve customer excellence. We’ll also put it into context alongside ‘customer success’, ‘customer experience’ and other terminology. To identify areas of excellence, you need to compare your customer service data with your KPIs and see where you are meeting or exceeding your targets. You should also look for positive feedback from your customers, such as testimonials, reviews, ratings, referrals, and compliments. You should also consider the context and impact of your customer service performance, such as how it affects your customer retention, loyalty, satisfaction, and advocacy.

customer service excellence

For the customers who’d rather not take the time to explain their problem to a support rep and opt for a DIY approach, a hub that’s packed with information and tutorials is a valuable resource. Squarespace’s guides are in-depth, use clear language, and provide tons of additional resources for customers. Arguing with your customers is a surefire way to lose them—and simultaneously soil your reputation.

Better customer service?

This content has been made available for informational purposes only. Learners are advised to conduct additional research to ensure that courses and other credentials pursued meet their personal, professional, and financial goals. • Keep customers up to date with any changes and gain their consent when sharing their data. Once these baselines have been met, the way you support those clients along each step of their buying journey, which doesn’t end with the purchase, should be deeply embedded in your company’s culture. In these situations, it’s good to have a team of people who can think on their feet. Even better, look for people who will take the initiative to create guidelines for everyone to use in these situations moving forward.

Sometimes your team is going to come across people who you’ll never be able to make happy. In these situations, it helps to have a team of people with some mastery of persuasion so they can convince interested prospects that your product is right for them (if it truly is). Good writing customer service excellence means getting as close to reality as words will allow. Without an ounce of exaggeration, being a good writer is the most overlooked,
yet most necessary, skill to look for when it comes to hiring for customer support. Losing loyal customers is detrimental to every company’s bottom line.


The hotel gave her one as an unexpected parting gift, winning them one very delighted customer. Sometimes being helpful means anticipating your customers’ needs before they even have to articulate them. In fact, sometimes customers may ask for one thing without realizing that they really need another.

customer service excellence

69% of customers stop doing business with a company due to one bad experience- a shocking figure. However, this is why you need to consider that not only are customers attracted to your brand for your products or services but will stay for a good customer experience. More so, if you exceed their expectations – they’ll remain loyal, recommend you to others and be long-term trusted advocates. Nearly 69% of customers don’t go back to a company if they have even one bad experience with that brand. As per Gartner, nearly 89% of companies are in the competition only focusing on customer service excellence.

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Practicing compassion can help you deliver a positive customer experience. Your presence and actions can lift someone’s spirits instead of making a bad situation worse. To use your customer service excellence to improve your operations, you need to leverage your strengths and use them as a basis for continuous improvement.

Show Empathy Toward Customers

While this is just one sample of the evolution of customer support, companies must innovate their customer journeys to adapt to today’s technology, platforms, and demands. 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. If you want to improve relationships with your customers, start by making small changes to your customer service. When a customer has a complaint, they want to know that you’re genuinely listening and that you actually care about their concerns. That’s the main reason why empathy is so incredibly important in great customer service. Not taking responsibility for your mistakes is a sure fire way to getting a bad reputation.

A methodical approach

You do the market research to understand who your target audience is, how to connect with them and sell your products. Till then you can only guess the advantages and flaws of your products. Yes, it has to be your product or service, but it may not differentiate your brand from others. As hotels turn to technology to automate processes and drive operational efficiencies, the number of physical touchpoints between guests and employees are diminishing.