Excellent Customer Service - 7 Essential Tips

David Brownlee, President of David Brownlee and Associates and founder of, takes us through the 7 essentials to excellent customer service.

What is customer service?

Customer service is more than waiting on customers. It includes trying to exceed customer expectations. It is the service provided to customers before, during and after purchasing and using goods or services. It is important because customer service does more than simply provide a means to drive sales. It is said that when companies have a strong customer service program, customers keep coming back. It adds value to a customer and their overall experience with your company.

Here are the 7 essentials to excellent customer service

Essential 1: Be aware of the three things that every customer wants when it comes to comes to customer service.

• Your customers want to be heard. Especially when they have a problem with your product or service.
• Your customers want to be understood. The company and staff need to fully understand the customers situation. This will help avoid any miscommunication or misunderstanding.
• Your client wants to be cared for. They need to feel important. Show an effort to solve their problem and accommodate their requests.

Essential 2: S.E.C – Smile, Eye Contact and Comment

• Service with a smile. Smiles are contagious and don’t take any effort at all. Everyone expects to be greeted with a smile no matter how hard their day has been.
• Make sure your service representatives make eye contact in combination with a smile. Eye contact shows sincerity.
• Add a friendly comment. Talk about the weather, or compliment a customer on her clothing.

Essential 3: Listen to the customer

Clients want to be heard and understood. Acknowledge what they said and repeat it back to them so they know you’ve understood them.

Essential 4: Empathize with your customers

Really listen to your customers and try feel their emotions and understand how they’re feeling. Let them know this by saying “I understand how you feel” or “I can sympathize with you”.

Essential 5: Create solutions for your clients issues

Do whatever it takes to find a solution to ensure your client leaves satisfied that you’ve dealt with his/her complaint correctly. This requires expert customer service training.

Essential 6: Clarify the situation with your client

Ensure the customer is 100% satisfied once their issue has been resolved. Clarify the remedy with them.

Essential 7: Follow Up

Ensure each of your customers had a great experience with your customer service. Your brand depends on it. It is so important. A simple phone call or email is all it takes.



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