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Important factors for
great customer service
Key Factors
● First Impression
● Taking customer feedback
● Going an extra mile
● Be a Good Listener
● Recommend
● Show Empathy
● Ownership / Expertise
● Dependability / Follow up
First Impression
● Speak clearly
● Smiles
● Well groomed
● Has good posture
● Courteous
● Knowledgeable
● Patience
● Attentive
Taking customer feedback
● Ask Client about their experience
● Take Qualitative and Quantitative feedbacks
● Take online/telephonic surveys
● Ask open ended questions
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.
Recommend
● Narrow down customer apprehension
● Be generous
● Highlight pros and cons
Be a good Listener
● Listen carefully to the customer queries
● Apologize for the inconvenience
● Be polite
● Convey formally if something is against company policy
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.
Dependability / Follow Up
● Follow problem solving steps Listen, acknowledge, apologize,
explain.
● Take follow ups before and after issue resolution.
Empathy
● Be empathic over unavoidable circumstances
● Listen, show that you care
● Show sense of urgency
● Be helpful, make exceptions

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Factors 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