Excellent customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver great customer service, according to American Express. Show
Unfortunately, it’s true that bad news travels faster than good news, especially in the age of social media. Most customer service stories online are about a bad customer service experience, and consequently, you don’t always hear about companies who are achieving customer satisfaction. Keep scrolling to find customer service examples that will inspire, as well as tips for improving your customer experience. What does excellent customer service look like?The definition of “good” customer service is flexible, because it entirely depends on the level of expectation that customers have for your brand. This can be affected by variables such as your industry, product cost, brand reputation and more. For example, if you’re flying in Economy, you don’t expect a 5* service with champagne and snacks - but if you were flying Business class, you’d be annoyed if those things weren’t provided for the higher cost of your seat. What consumers expect from your customer service experience is the key factor in whether they perceive your brand to be great or terrible. Do they want to be able to resolve issues on multiple channels, or do they go to one channel for specific problems? Is your average response time more important to them, or is it how many self-service options you provide that matters? Is poor customer service the main reason why they might try a competitor? Your support teams are your front line, shaping customer experience on a day-to-day basis. They can be proactively helpful in providing customer service that’s memorable, and turn a bad customer service experience around. Investing in great service is worth your while. Don’t lose customers and brand loyalty by failing to meet and exceed expectations - grow your business’ revenue by ensuring that your excellent service keeps customers coming back. Examples of good customer service experiences are more often than not the result of a kind, customer-centric service agents who are good at the following things:
Why is delivering excellent customer service important?There are several reasons why great customer service is important for your business. Below we list the most important ones. Satisfied customers will spend moreAccording to Hubspot, 68 percent of consumers are willing to pay more for products and services from brands associated with excellent customer service. When you invest in delivering great customer service, you’re creating happy customers but also generating enough brand equity to charge a premium for your offering. Your ROI will improve and profits will increaseDeloitte found that brands that were customer-centric were 60 percent more profitable when they were compared to companies that neglected to focus on customer experience. Your support team should be empowered to provide excellent customer service, not just for the customer’s benefit, but for your brand’s financial benefit as well. Customers are more likely to forgive youIf you provide good customer service, you can convince customers to return, even if something didn’t go as they expected. Salesforce found that 78 percent of consumers will do business with a brand again after a mistake is made if the customer service is excellent. Customer loyalty improves with great customer serviceMicrosoft says that a whopping 96 percent of customers believe customer service is vital when they’re choosing to be loyal to a brand. If you don’t provide customer service that meets expectations when dealing with an upset customer, you risk alienating them from returning to spend more. Quality service will help you to increase customer lifetime value. A great customer experience means a higher chance of recommendationsConsumers who have a good customer service experience are more likely to recommend your brand to other people. Our own XM Institute found that consumers who rate a brand’s service as “good” are 38% more likely to recommend that company to others. It's one thing to talk about what good customer service is in theory, and another to apply it to real-world companies. Below are eleven customer service examples from companies that go above and beyond, as well as the customer service tips we’ve taken from their stories.
1. JetBlue - Thank frequent customers with small gesturesPaul Brown was flying JetBlue airlines when he casually tweeted that he couldn’t grab his Starbucks coffee before boarding the plane because he was flying out of the smaller terminal at Boston’s Logan airport. Within seconds of seeing the tweet, JetBlue sprang to action and the airport customer service reps delivered a Starbucks venti mocha to his seat on the plane. Brown was elated and raved about JetBlue on Twitter. Good customer service takeaway: 2. Tesla - Meet your customers where they’re atTesla literally meets customers where they’re at by going to the customer’s home and fixing issues on their car. It’s convenient for the customer because they don’t have to sit around a repair shop and it can be scheduled on their own time. This is an example of excellent customer service. Good customer service takeaway:
3. Adobe - Respond to customer service complaints before they happenWhen Adobe had an outage due to an issue with Amazon Web Services, they posted a tweet about it before they started getting customer complaints. The tweet contained a video of a puppy stampede as a distraction and lightened the mood. While there were some comments asking when the program would be running again, many replies focused on the adorable puppies. Good customer service takeaway:
4. Trader Joe's - Help those in time of needAn 89-year-old man was stuck in his house during a snowstorm and his granddaughter was worried he wouldn’t have enough food. She called around to several grocery stores and asked if they would deliver, to no avail. Finally, Trader Joe’s said they normally don’t deliver, but they would help. She read off a big list to the store and they delivered the entire order and more within 30 minutes, free of charge. Good customer service takeaway: 5. Coca-Cola - Get involved in social causesSince 1984, Coke has given back more than $1 billion through the Coca-Cola Foundation. What’s great is they give back at the local level and not just to large organizations. For instance, Coke in Ireland initiated the Coca-Cola Thank You Fund, which gives €100K annually to local charities that empower young people, foster sustainability, and encourage diversity and inclusion. Good customer service takeaway: 6. Zappos - Personally reply to every emailZappos responds to every email it receives, even if it’s addressed to the CEO. In this case, a woman sent a request to Tony Hsieh and even though he was unavailable, his representative sent a humorous and engaging email back. Good customer service
takeaway: 7. Us! - Provide an exceptional event experienceDuring many conferences that we attend, we send our “Qualtrics Dream Team” to fulfill customers' needs and wishes to make the event a truly exceptional experience. From food and drinks, to swag, to even vacations and massages, our team tries to fulfill as many requests as possible. They also collect customer feedback and make changes for a better event experience, such as room temperature and providing phone chargers. Good customer service takeaway: Not a legal comment, but every other company listed here has some example of a customer thanking them for good customer service. I think our example would be stronger if we had something like that.
8. Sainsbury’s – Don't be afraid to change everythingWhen Sainsbury’s, a UK supermarket chain, received a letter from three-and-a-half-year-old Lily Robinson, they ended up rebranding one of their products entirely. Lily thought their "tiger bread" didn’t resemble a tiger’s stripes at all – it looked more like the pattern on a giraffe. Sainsbury’s responded that the little girl was right and made new labels to share Lily's insight with other customers. Good customer service takeaway: 9. American Express – Give customers benefits that can be used globallyAmerican Express maintains their position as a top-tier credit card company by offering its customers plenty of extra benefits: complimentary travel flight credit, insurance, and access to airline lounges to name a few. Combine these worldwide benefits with American Express's 24/7 support line and its global partners network and you have a company that truly connects with you wherever you are. Good customer service takeaway: 10. Walmart - Invite customers into the company familyWalmart has a reputation for being focused on providing value to everyday families. They live out their family focus through the way they treat their employees. When one of their associates turned 101 years old, they shared the news on Facebook and invited customers to participate in the celebration. Good customer service takeaway: 11. The Ritz-Carlton Hotel Company – Turn customer errors into service opportunitiesRitz-Carlton employees are allowed up to $2,000 to fix any guest problem, no questions asked. One example was told by customer John DiJulius, who left his charger behind at The Ritz-Carlton Sarasota. He received a next-day air package with his charger and a note saying ‘Mr. DiJulius, I wanted to make sure we got this to you right away. I am sure you need it, and, just in case, I sent you an extra charger for your laptop.’ Good customer service takeaway: How to provide great customer serviceThe best way to provide a good customer service experience is to gather feedback, set metrics and take action on your overall customer experience (CX). Why not check out our free survey template to collect feedback for customer service and contact centers? You can download it here. With Qualtrics, you can track key metrics with a customer service benchmark report to help you to understand how your service is improving over time. Track interactions and feedback across the customer journey and customer service experience, and set action into motion to gain customer trust and loyalty. What is customer service to you explain?Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business.
What are three examples of customer service?To recap, this includes: Making sure you and your staff are knowledgeable about the products you sell. Being available for customer questions and responding promptly (even if it's negative feedback) Doing what you can to go above and beyond and make customers happy and feel special.
What does customer service mean Example answer?For example, customer service in part means being a good public face for the company. That means being courteous and pleasant to customers or clients. However, another important part of customer service is communication—you need to listen to people's concerns and answer questions in a clear, efficient manner.
What are 6 customer service examples?6 Examples of Great Customer Service. Customers usually know great customer service when they experience it. ... . Be Flexible. ... . Empower Employees to Solve Problems. ... . Root Your Team in Kindness. ... . Make Customer Service Your Priority. ... . Give the Customer Service You Expect. ... . Tips for Great Customer Service.. |