Factors important for great Customer Service

1. Important factors for
great customer service

2. Key Factors
● First Impression
● Taking customer feedback
● Going an extra mile
● Be a Good Listener
● Recommend
● Show Empathy
● Ownership / Expertise
● Dependability / Follow up

3. First Impression
● Speak clearly
● Smiles
● Well groomed
● Has good posture
● Courteous
● Knowledgeable
● Patience
● Attentive

4. Taking customer feedback
● Ask Client about their experience
● Take Qualitative and Quantitative feedbacks
● Take online/telephonic surveys
● Ask open ended questions

5. Going an extra mile
● Doing something unexpected for a client
● Offer a nicety
● Provide service 24/7 , even on holidays.
● Offer discounts / free treats to generate positive word of
mouth.

6. Recommend
● Narrow down customer apprehension
● Be generous
● Highlight pros and cons

7. Be a good Listener
● Listen carefully to the customer queries
● Apologize for the inconvenience
● Be polite
● Convey formally if something is against company policy

8. Ownership / Expertise
● Follow problem solving steps Listen, acknowledge, apologize,
explain.
● Should have strong domain knowledge.
● Give definite time period for resolution.
● Walk through the customer to troubleshoot.

9. Dependability / Follow Up
● Follow problem solving steps Listen, acknowledge, apologize,
explain.
● Take follow ups before and after issue resolution.

10. Empathy
● Be empathic over unavoidable circumstances
● Listen, show that you care
● Show sense of urgency
● Be helpful, make exceptions