15 Strategies for Good Customer Service [+Examples]

Picture this: you have a great product that is a godsend to your customers. It solves a pain point that other products can’t. You even have incredible support documentation to make sure that customers can resolve their issues independently. One morning, a brand loyalist reaches out to customer care because they cannot solve a small issue independently. Unfortunately, they don’t have a good customer service experience.

Customer support spends too much time explaining what’s wrong with their process rather than resolving the issue. The customer stops supporting the brand and actively asks friends and family to avoid it. 

What if we told you that this isn’t just a worst-case scenario? A PWC Future of CX report found that one in three customers (32%) will stop doing business with a brand they loved after just one bad experience. 

It isn’t enough to have seamless and efficient customer service; it must be great every single time. 

In this blog, we’ll discuss 15 strategies (with tips and examples) for good customer service. Let’s knock it out of the park each and every time. 

#1: Be That Ray of Sunshine

Imagine a customer calling in, frustrated about a delayed shipment. An agent who greets the customer with a warm and friendly tone, acknowledges the issue and assures them that they will do everything possible to resolve it promptly can calm the customer down. 

Of course, the representative needs to follow up on this cheerful demeanor with action, but just being that first ray of sunshine can make a world of difference for good customer support. 

#2: Know Your Product Through and Through

Ensuring your customer service agents have an expansive knowledge of your product is crucial for delivering exceptional customer service. They should believe in your product, discuss its features and use cases insightfully, and demonstrate how the product can benefit customers—all while troubleshooting any issues.

By prioritizing training your agents thoroughly on every aspect of your product, you empower them to amaze customers with timely recommendations for using new features and services.

#3: Use AI to Improve CX

According to Salesforce, 65% of customers expect an immediate response when they contact a company. A business can meet this expectation by having 24×7 human agents or using generative AI as chatbots that deal with all queries first. 

But that isn’t the only benefit. Incorporating artificial intelligence (AI) into your customer service strategy can significantly enhance the customer experience. AI tools like chatbots and virtual assistants provide quick and efficient responses to common inquiries, freeing your agents to handle more complex issues. AI can also analyze customer data to offer personalized recommendations, predict future needs and automate routine tasks, ensuring a seamless and proactive service experience.

Read More: What Happens When Your Chatbot Goes Rogue?

#4: Meet Your Customers Where They’re Comfortable

In a recent McKinsey survey of 3500 consumers, respondents of all ages said that live phone conversations were among their most preferred methods of contacting companies for help and support. That finding held true even among Gen Z consumers, who traditionally favor text and social messaging for interpersonal communications.

Read More: 5 Things Gen Z Demands From Their Customer Experience

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Take it a step further by offering omni-channel support. It ensures you meet your customers on their preferred platforms: phone, email, chat, social media or in-person interactions. Omni-channel support provides a seamless experience across all channels, allowing customers to switch between them without losing context. 

#5: Empower Your Agents 

The Ritz-Carlton is known for its legendary service policies, empowering employees to enhance guest experiences without any managerial oversight. One notable example of good customer service, as recounted by customer experience expert John DiJulius, illustrates this commitment. After leaving his laptop charger behind in his guest room, DiJulius received a package from the hotel containing not only his charger but also an extra one, accompanied by a thoughtful note from the Loss Prevention team.

This level of proactive service is because the Ritz-Carlton allows any employee—whether at the reception, in dining services or housekeeping—to autonomously spend up to $2,000 per day to exceed guest expectations. This empowerment fosters a culture where employees are motivated to creatively solve customer problems and ensure memorable experiences.

We mere mortals can’t really give a $2000 budget to our employees, but we can have alternative strategies to empower agents: 

1. Unified Workspace: Provide agents with a unified workspace consolidating customer context from various channels. This setup eliminates the need for toggling between different tools, enabling agents to assist customers more efficiently.
2. Workflow Improvements: Streamline agents’ workflows by automating ticket routing based on skillsets and offering prepared responses for common inquiries like reimbursement policies. This approach reduces repetitive tasks, allowing agents to focus on more engaging aspects of their job.
3. AI and Automation: Implement AI-powered bots to handle routine requests, freeing agents’ time for higher-value customer interactions.
4. Workforce Management and QA Tools: Invest in workforce management (WFM) and quality assurance (QA) tools to enhance productivity and identify coaching opportunities. 

Read More: Your Support Team Needs Your Help

#6: Hey there, Delilah! 

Personalization in customer support means making each customer feel valued as an individual rather than just another ticket in the queue. Use customer names, reference past interactions, and tailor solutions based on their history and preferences.

For instance, imagine a customer named Sarah who previously bought a fitness tracker from your company. When Sarah contacts your support team with a question about syncing her device with a new app, it’s important that the support representative is aware of her purchase history.

Instead of offering generic advice, the representative can respond with something like, “Hi Sarah, I see that you purchased the FitTrack Pro from us last year. Based on your device model, here’s a step-by-step guide to help you sync it with the new app you’re using. If you run into any issues or have questions about other features, feel free to ask!”

By referencing Sarah’s past purchase and providing tailored assistance, the support team not only addresses her immediate concern but also shows that they value her previous business and remember her as a valued customer. This personalized approach helps to build a stronger connection and enhances her overall experience with your brand.

#7: Be Fast and Calm 

Speed is crucial in customer service, but it’s important to balance quick responses with maintaining a calm demeanor. Ensure that your team is trained to handle inquiries promptly while keeping interactions composed and professional. A fast resolution not only solves the customer’s problem but also shows that their time is valued.

#8: Make Yourself Dispensable 

Creating comprehensive documentation and self-service options allows customers to find answers on their own, reducing their need to contact support. This includes FAQs, how-to guides, and video tutorials. When customers can resolve issues themselves, it frees up your support team to handle more complex inquiries and improves overall efficiency.

#9: Be an Active Listener 

Active listening involves fully concentrating on what the customer is saying, understanding their issue, and responding thoughtfully. This approach not only helps in accurately diagnosing problems but also makes customers feel heard and valued.

#10: Be Appreciative

Expressing appreciation for your customers’ business is a simple but powerful way to enhance their experience. Thank them for their patience, loyalty, and feedback. This not only fosters goodwill but also encourages continued patronage.

#11: Not Everything Needs to be In-House 

Not all businesses excel at providing exceptional customer service in-house. Sometimes, focusing on core strengths—such as developing innovative products or delivering specialized services—can be more strategic. 

Outsourcing customer support to experts like Ethos Support allows businesses to leverage dedicated resources and specialized knowledge in customer service operations.

Why Outsource to Ethos Support?

• Expertise: With a deep understanding of customer service best practices and industry-specific needs, Ethos Support delivers superior customer experiences.
• Efficiency: Through streamlined operations and scalable solutions, we save our clients an average of 70% on support costs.
• Flexibility: As the world’s most flexible BPO, we adapt to your business requirements without minimum commitments or long-term contracts.

Outsourcing to Ethos Support enhances customer satisfaction and frees internal resources to focus on core business activities. 

Empower your business to excel where it matters most. Contact Ethos Support today to discover how we can optimize your customer service strategy. 

Read More: Why You Should Outsource Customer Support in 2024

#12: Leverage Customer Data

Leveraging customer data effectively can significantly enhance support efficiency and improve the overall customer experience. By accessing relevant information from previous interactions, support teams can avoid asking repetitive questions and provide more personalized assistance. This approach helps expedite resolutions and creates a smoother experience for the customer.

It’s important to note that 51% of customers feel that most companies do not use their personal data in ways that benefit them. By utilizing customer data to inform support interactions, companies can bridge this gap, demonstrating a commitment to addressing customer needs more effectively and making each interaction more relevant and efficient.

#13: Keep that Customer Data Safe 

Ensuring the safety of customer data is essential, especially as concerns about personal data security grow. With 79% of customers saying they are increasingly protective of their personal data, implementing robust security measures and being transparent about data usage is crucial for building trust.

For instance, companies like Apple have set a high standard for data protection by prioritizing user privacy. Apple’s privacy policies clearly outline how data is collected, used, and protected, and they use strong encryption methods to secure user information. Their commitment to privacy is evident in their marketing and product design, which emphasize data protection features such as on-device processing and transparency in data practices.

By adopting similar practices—such as ensuring secure data storage, using encryption, and clearly communicating how customer data is handled—companies can reassure their customers and meet the growing demand for data protection. Being transparent and proactive about data security not only helps in safeguarding sensitive information but also builds stronger, trust-based relationships with customers.

#14: The Customer is Royalty 

Approach every customer interaction with the mindset that the customer deserves exceptional service and respect. Adopting the principle that “the customer is always right” means prioritizing the customer’s needs and ensuring they feel valued, even in challenging situations. This approach helps to create a positive experience and fosters long-term loyalty.

By treating each customer interaction with high regard, you demonstrate a commitment to exceptional service and build a reputation for putting customers first.

#15: Measure and Benchmark Customer Experience

To continuously improve your service, it’s important to regularly measure customer satisfaction and service performance. This can be achieved through surveys, feedback forms, and performance metrics. Benchmarking against industry standards provides valuable insights into how your service compares with competitors and highlights areas for improvement.

By integrating regular measurements and benchmarking into your strategy, you can continuously refine your customer service approach, ensuring it meets evolving customer expectations and industry standards.

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What Next? 

Delivering exceptional customer service isn’t just a want—it’s a strategic imperative that directly impacts business success. 

Are you ready to take your customer experience to the next level?

At Ethos Support, we offer a natural and flexible extension of your team designed to efficiently meet your unique customer service needs. Whether you’re a startup or a global brand, our promise is simple: better support for less money. 

Custom Built, Fully Managed Teams

Tap into the top 1% of overseas talent and scale faster with a custom-built, fully managed team. We understand that not every business can effectively handle customer service in-house. 

Cost Savings and Operational Efficiency

With our streamlined operations and scalable solutions, you can save up to 70% on support costs. We offer no minimum team sizes and no long-term contracts, providing the flexibility you need to adapt to changing business demands without financial constraints.

Discover how Ethos Support can optimize your customer service strategy and drive business growth. Contact us today to schedule a consultation and take the first step toward transforming your customer support operations.

Frequently Asked Questions

What is Good Customer Service? 

Good customer service involves providing timely, attentive, and effective assistance to customers, ensuring their needs and concerns are addressed satisfactorily. Key elements include clear communication, empathy and a positive attitude. 

What Does Good Customer Service Mean to You?

Good customer service means going beyond just resolving issues—it’s about creating a positive and seamless experience for the customer at every touchpoint. Representatives must understand and anticipate customer needs by showing empathy every step of the way. 

What Makes Great Customer Service?

Great customer service combines responsiveness, personalization and proactive problem-solving. It involves not only efficiently addressing customer queries but also anticipating potential issues and providing solutions before they arise. 

What are Customer Service Skills?

Customer service skills are the abilities customer representatives need to interact effectively with customers. They can include:

• Effective Communicators: Clearly and concisely conveying information.
• Empathetic: Understanding and sharing the feelings of others.
• Problem-solving: Identifying issues and finding effective solutions.
• Patient: Remaining calm and composed, especially in difficult situations.
• Active Listeners: Fully concentrating on what the customer is saying.
• Positive: Maintaining a friendly and optimistic attitude.
• Proactive: Anticipating and addressing customer needs early.

Why is it Important to Provide Good Customer Service? 

Good customer service is crucial because it directly impacts customer satisfaction, loyalty and retention. Happy customers are more likely to become repeat buyers and advocates for your brand, leading to positive word-of-mouth and increased business. 

How do you Measure Good Customer Service? 

Good customer service can be measured using several key performance indicators (KPIs):

1. Customer Satisfaction Score (CSAT): Surveys asking customers to rate their satisfaction with the service received.
2. Net Promoter Score (NPS): Measures customer loyalty by asking how likely customers are to recommend your business.
3. First Call Resolution (FCR): Percentage of issues resolved on the first contact, reflecting efficiency and effectiveness.
4. Average Response Time: Tracks the speed at which service is provided.
5. Customer Effort Score (CES): Assesses how easy it is for customers to get their issues resolved.
6. Resolution Time: Measures the time taken to resolve customer issues.
7. Customer Feedback and Reviews: Provides insights into the overall quality of customer service.
8. Retention Rates: Indicates the effectiveness of customer service in maintaining customer loyalty.

Want to level up your support to increase revenue, profitable growth, and customer retention? Talk to Ethos Support now.