Great Customer Service in 5 Steps

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Information about Great Customer Service in 5 Steps
Business & Mgmt

Published on February 24, 2014

Author: digtalmems



My personalized bullet-pointed summary of excellent customer service. Applicable to business, management, or any field of endeavor requiring customer-facing interaction.


1. Personalize it. • • • • Acknowledge the customer by name. Ask how he/she’s doing. Look for a connection. Smile, and show concern.

2. Have a “hook”. • Try to surprise the customer by giving him / her something to look forward to --- a discount, an extended warranty, etc. • Look for the gaps in the customer’s life and try to fill those.

3. Make it an experience. • • • • Guide the customer through steps A, B, C. Make the language clear and simple. Know your target market and adjust to that. But also remember that each customer is different.

4. Don’t leave it hanging. • As much as possible, try to make things quick and efficient. • Avoid having to have the customer wait for something – a service and a product must arrive or deliver at the promised time. • Apologize if there’s any delay.

5. Go the extra mile. • Look for an added value to everything. • Pluses: added piece of information, a freebie, a new product, referrals to the appropriate parties, troubleshooting or repairs, refunds if appropriate, etc.

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