Good Customer Service: Definition, Examples, and Tips

Customer service is important to every business because satisfied customers become loyal customers who spend money that keeps businesses afloat. Customers' experiences with your business also help them form opinions about the brand and shape your reputation both online and offline, as they may share what happens with others.

The proliferation of social media and review websites has made it easier for customers to learn about businesses. They can now take to Facebook, X, and other social media platforms to talk about their experiences and how satisfied they are with their purchases and your employees. A positive interaction can lead to excellent reviews and recommendations. At the core of this are good customer service skills.

What is customer service?

Customer service is a team that helps customers solve problems with a business's products or services. As a member of this team, you may interact with a customer before or after they complete a purchase, answering questions to help them make a purchasing decision and assisting them with refunds and replacements. Your professionalism and patience as you assist them help customers feel important and satisfied.

Types of customer service

Businesses often implement multiple methods (or types) of customer service so consumers can choose the one that works for them. Traditional walk-in customer service at brick-and-mortar stores is still doing well, with sales representatives creating a more personalised experience with customers. 

However, companies have expanded customer service options to include other means of communication. This allows them to assist customers when it's convenient for them. These options include:

Phone

Many customers prefer speaking to someone over the phone when they have a problem. This is especially true for individuals who have complex issues or are uncomfortable using technology.

Email

When you receive a complaint or concern in writing, you have more time to resolve and respond. Another advantage of email is that it allows for discussion if necessary.

Live chat

Businesses that offer live chat can provide immediate customer feedback, which can be less time-consuming than phone calls. It also allows the customer to work on other projects while waiting for a representative to chat with them.

Social media

If you have the staff to monitor various social media channels, you can publicly and privately respond to inquiries and complaints. Publicly shared solutions allow others to see the exchange and how your business interacts with consumers.

Interactive voice support

Automated telephone systems replace customer service representatives for common questions. This lets customers find answers to frequently asked questions that don't require a response from a person.

Why is good customer service important?

Good customer service is essential because most customers return to businesses that treat them well. Keeping customers costs less than attracting new ones. A company with good customer service may also notice additional benefits, including:

• Better alignment of brand and messaging

• Greater customer loyalty

• Higher revenue

• Increased leads and conversions

• Satisfied employees

What are the roles and responsibilities of a customer service associate?

In a customer service role, you interact with customers to help them solve problems and locate information they need. You may communicate with them in person, over the phone, through email, or via chat or social media. Ultimately, your job is to make sure they have a positive experience. Your responsibilities may include the following:

• Asking and answering a customer’s questions

• Suggesting products or services to customers

• Finding solutions for customers

• Interacting with customers face-to-face 

• Providing remote support through multiple channels, such as live chat or email

• Responding to questions and complaints

• Following up with customers to ensure they’re pleased with the purchase

• Processing orders

• Updating records

Top good customer service skills

When working with the public, it’s essential to communicate effectively and knowledgeably. Speaking confidently about the products or services offered and having answers to anticipated questions adds to a positive customer experience. Successful customer service personnel usually have a standard set of skills that helps them positively interact with customers, which may include:

• Adaptability

• Communication

• Empathy

• Listening

• Patience

• Problem-solving

• Time management

Examples of good customer service

Good customer service is prompt, solves a problem, is easy to access, and is sensitive to the customer's needs. For example, self-service options like online FAQ sections let customers get answers to questions about business hours, return options, and shipping without waiting in a phone queue during regular business hours.

United States-based online shoe retailer Zappos is known for offering exceptional customer service. Not only do customers have access to a live representative at any time, but they also prioritise the relationship between the customer and the company. For example, customer service representatives have been known to send cards or flowers to customers who mention an upcoming wedding, graduation, or other events during their call.

The Ritz-Carlton hotel group famously allows employees at all company levels to spend up to 2,000 USD (or ₹1,61,532 Indian Rupee) to support guests. One customer shared that an employee sent him the laptop charger he left behind in the room and a personalised note. Another employee mailed a child's stuffed animal and a photo album of the toy enjoying the hotel's amenities.

Wipro Limited, headquartered in India, is known for being one of the largest multinational businesses and employing nearly 200,000 individuals. The company focuses on IT work and business handling but is also known for its excellent customer service and its ability to sustainably manage its global business.

What is empathy in customer service?

Empathy—the capacity to identify and connect with the emotions and thoughts of someone else—is an important trait for a customer service representative tasked with helping a customer with a problem. When you understand what the customer needs and why it matters to them, you let the customer know their needs are important. This helps build loyalty and trust.

Customer service jobs

You can usually begin working as a customer service representative with a degree in the field from a university or some on-the-job training. The qualifications may differ depending on the company and the role you are applying for. If you enjoy working with customers in this capacity, you may move on to supervisory roles. Here is a list of manager roles and their annual salaries in India: 

• Customer service representatives: ₹2,70,000 [1]

• Customer service manager: ₹7,43,314 [2]

• Customer success manager: ₹13,00,000 [3]

• Customer care manager: ₹8,18,000 [4]

Strengthen your customer service skills on Coursera

Learning what customers want and how to interact with them is essential to successful customer service. Whether you're new to the field or want to know the basics, consider taking Customer Service Fundamentals from Knowledge Accelerators. You can explore customer service concepts like communication skills and problem-solving. 

If you already work in a call centre, take a look at CVS Health Call Center Customer Service Professional Certificate to learn and practise effective English communication techniques, create positive interactions with customers, and de-escalate conflict. You can find these courses, Specialisations, and Professional Certificates on Coursera.