great customer service essay

Good customer service definition, best practices, and examples

What is good customer service?

I like that LiveAgent provides such close support to our team, never leaving our agents without a reply. Also, they care about their customers and provide close interactions. Happy customer review

I really love the quick, responsive and helpful customer service given by LiveAgent. They have always gone above and beyond in answering questions, without leaving you waiting for hours or days trying to DIY it yourself. Satisfied customer review

7 key elements of good customer service

6 benefits of good customer service, customer insight and market understanding.

Software solutions like LiveAgent can also be valuable in delivering excellent customer service. LiveAgent combines ticketing, live chat, call center , and social media management capabilities into one platform, enabling businesses to centralize customer interactions and gain a comprehensive overview of customer needs. Its robust reporting and analytics features provide valuable insights that can be used to optimize customer service operations and improve customer satisfaction .

Building customer loyalty

Higher customer lifetime value, positive word of mouth and referrals, faster problem resolution, enhanced employee satisfaction, 7 qualities of good customer service, 1. responsiveness, 2. speed and efficiency, 3. competence, 4. consistency, 5. professionalism and courtesy, 6. convenience, 7. being proactive, 6 tips to deliver top-notch customer service, implement self-service options, offer omnichannel support.

A great way to provide this level of support is by implementing a solution like LiveAgent help desk software . With LiveAgent, your customer support team can easily manage all the customers interactions from one universal inbox instead of switching between multiple platforms and losing track of all the customer inquiries.

Streamline with a ticketing system

LiveAgent offers a ticketing tool that can help you organize all communications and keep any customer communication in one ticket thread. You can also create internal tickets that are only visible by other team members. You can use them as notes, reminders, or share important information with your colleagues to facilitate collaboration.

Practice active listening

Show gratitude and appreciation.

By expressing gratitude, whether it is through a personalized thank-you note or a simple verbal acknowledgment, you create a memorable and positive customer experience. This can lead to increased customer loyalty and advocacy because it makes the customer feel valued for choosing your business. Customers who feel appreciated are more likely to become repeat customers and recommend your business to others, driving growth through positive word-of-mouth.

Train and empower your team

Inspire your team, 5 real-life excellent customer service examples.

Zappos is an online retail company that is known for its exceptional customer service through Twitter. Their customer support team actively engages with customers, resolves issues, answers queries, and offers timely assistance in a friendly and helpful manner.

Another great way to show your customers that you care is by offering random acts of kindness. It doesn’t have to be anything big. The important thing is listening to your customers, what they want or need and act on it. One example of a brand that does this well is Lego.

Another example of great customer service is Apple. With their diverse range of products, Apple has revolutionized the tech industry and gathered a devoted following worldwide. But that’s not all! Not only does Apple provide great products, they also set the bar high when it comes to their customer service by offering a personalized approach to technical support.

Uber is a transportation and ride-hailing platform that revolutionized the way people travel by connecting riders with drivers through a mobile app. With its competitive pricing and extensive availability, Uber has become a popular choice for individuals seeking reliable and efficient transportation services.

With a focus on offering affordable and stylish solutions for everyday living, IKEA has gained worldwide popularity. More than that, it is a popular store for individuals and families to spend their free time at.

You are one step closer to excellent customer service

Frequently asked questions, what are the 5 must-have qualities of support reps, what are the most common mistakes that negatively influence effective customer service, what is the role of feedback in improving customer service, how can you provide outstanding customer service using liveagent, what is excellent customer service in bpo.

Discover the benefits of customer service metrics. Learn how to calculate and improve them for enhanced customer satisfaction and loyalty.

Learn tips on how to drive a high level of engagement through personalization and build long-lasting relationships with your customers.

Customer service is an interaction between customer and service provider. CS helps people solve their problems and it builds relationship with customers.

Take your customer service from good to great with our 5 strategies for repeat orders and watch your business grow rapidly.

You will be in Good Hands!

99 Customer Service Essay Topic Ideas & Examples

🏆 best customer service topic ideas & essay examples, 👍 good essay topics on customer service, ❓ customer service essay questions.

• Customer Service in Restaurants It can be quite frustrating to make a customer wait for a certain meal only to deliver the wrong one to them.
• Customer Service Field: Internship Experience I learned how to handle customer requests and complaints and forward them to the responsible staff at the bank. Each day of the internship period in the customer service section was often coupled with a […] We will write a custom essay specifically for you by our professional experts 808 writers online Learn More
• FedEx Customer Service Malfunction The micro issues include poor tracking and follow up of the lost package, inadequate feedback to the client on the status of the package, and uncoordinated responses to alterations in customer delivery requirements.
• Zappos: How Excellent Customer Service Can Drive Growth The company believes that the right corporate culture is the foundation of exceptional customer service. According Tony, zappos is a company that is committed to delivering happiness to all the stakeholders.
• Customer Satisfaction and Service Proper customer service, which is the act of providing services to the customer during the whole transaction process, is important for the success of every business.
• Toyota Company Customer Service Through the company’s quality products, Toyota has built a bank of goodwill that will enable it to maintain customer loyalty in the long-term.
• The Importance of Empowerment in Customer Service Management Customer service employees are in a better position to respond to the needs of customers because of their grassroots experience. Empowerment enables employees to follow the ideals and strategies of their organization in their interactions […]
• Customer Service and Its Value in Companies The top leaders of companies must realize that they have a duty to not only meet the needs of the customers, but also to work hard to exceed the expectations of the customers.
• Ryanair’s Customer Service The company exploits the fact that customers are concerned with company core products, service delivery and the company’s image. In addition, the company maximizes on its product delivery service with respect to the level of […]
• Burger King: Satisfying Customer Needs In response to the recent obesity trends in the US as well as in other countries, Burger King has started to adjust its menu.
• The Mount Rundle Hotel’s Customer Service Failure The difference in the price of the same service on two different websites indicates that the hotel is not keen on customer services.
• Customer Service Situations The price on the marking label was not the same as the price in the check. Describe a customer service situation where the customer won at the expense of the service provider.
• Flow Charts in Customer Service Problem Solving For solving the problems that arise in the customer service environment as well as improving the processes an organization uses, it is very important to understand what is done in the company at every stage.
• Apple Inc.: Customer Service The continuous innovation of the company has led to its capture of the music industry with the creation of iTunes and the Apple Store.
• Customer Service Representative: Organizational Structure The method is usually simple to undertake, the HR manager will collect adequate information in a timely manner, and it reveals the aspects of the targeted position that might not be captured by the other […]
• Customer Service Improvement Plan for Shopee Pte. Ltd. Role What do they do Who Change Sponsor The CO and the MGD will assess expenses to improve the complaint/refund processes to reduce the average dispute resolution time (Trustpilot, n.d.). Improving Shopee’s hotline service, including new tools, workforce expansion, and processes for investigating lost package cases without delay, will be considered (Trustpilot, n.d.). In collaboration […]
• Competent Customer Service in Business The customer is the principal value for any enterprise, and every company should improve the quality of products and services to provide the necessary level of assistance.
• A Customer Service Position: A Job Description The skills required for a customer service position also vary depending on the company, but some common skills are typically required and, thus, must be included in the job description.
• Outsourcing Customer Service for Axe Co. To avoid congestion at the headquarter premises To avoid workload for human resource and finance department To improve quality of customer service, support To promote the company’s awareness by partnership To provide quality customer […]
• United Airlines Firm’s Customer Service Problem Complexity stands for the interconnection of the yield management system and the absence of actions to do in crises, such as overbooking.
• Aspects of Customer Service In this progression, the association needs to distinguish why the things need to change, and on the off chance that individuals in the association are not fulfilled, it would be hard for the association to […]
• Saudi Airlines: Excellent Airline Customer Service Strategic branding is what the airline management has put in place to ensure that better services are delivered to the customers.
• Northwestern Memorial Hospital: The Customer Service Model The management of the hospital then uses the collected feedback to improve the manner in which its staff handles customers. The second way in which the adopted customer experience model of the hospital benefits the […]
• Recommendation on Customer Service This department is the one which can significantly improve the quality of services provided as it is a mediator between the client and the hospital’s employees.
• Functioning of the Customer Service in AL Baraha Hospital The customer service in Al Baraha Hospital is based on the principle that the well-being of the patients should be the top priority for medical workers and administrators.
• Healthcare System: Customer Service The overall objective of this action was to defraud the public through false claims submitted to the Government by the company.
• Customer Service Improvement Project at Qatar National Bank Evaluation Hayes and Wheelwright’s 4-Stage model is a conceptual tool meant to evaluate the project with the extent of how its operational contributions improve the company’s competitiveness.
• The Mount Rundle Hotel: Customer Service Failure Moreover, the hotel is not committed to offering quality services to its clients, and that is why nobody is concerned that guests do not have adequate toiletries in their rooms.
• Defending Public Service Values in a Customer Service Age Regardless of the propagation and persistence of requests concerning the process of serving customers, the relationships between the public and the organizations that provide services are impacted by the performance expectations and public priorities.
• Richard Branson’s Customer Service Secrets It is exceptionally true when the competitors in the sphere of action are huge companies with billions of assets. The majority of big businesses’ owners are usually isolated from the employees and the customers in […]
• Managing Customer Service for Abissnet Company The main purpose of this report is to develop strategies, which will help to improve the overall quality of customer service in the company Abissnet.
• E-Business: Evaluation of Customer Service The Customer service page of the site http://www.drsfostersmith.com/general.cfm is quite exhaustive in that it offers all that a customer requires to know about his pets in regard to caring for them and about the different […]
• Effective Customer Services and Common Customer Services Customer services are a very important matter to be considered in any business and it is equally difficult to handle. The fact is customer’s can never trained to be better customers than what can a […]
• Customer Service Award for Excellence The main motive for the creation of this prize is the need to critically evaluate organizations working in the sphere and outline the most effective approaches and models that are used to create excellent customer […]
• Excellent Customer Service: Models and Implications Furthermore, regarding the fact that the majority of companies recognize this idea, the need for the creation of long-term relations with customers and their loyalty becomes the only possible way to win the rivalry.
• Customer Service Seminar: Project Proposal The major group to whom the project is intended is the executives and employees of Bank of America who deal with the customers. The sponsor of this project is Bank of America.
• Atrium Health: Key Service and the Role of the Customer Service Department The customer receives reports and updates, as well as reminders and messages, which facilitates the communication process and helps the person to remain aware of the state of their health.
• Customer Service: Quality and Protection It is important to note that the differences do not relate to the number of individuals involved in the purchase or consumption of the product.
• Telefónica’s O2 Brand Marketing and Customer Service O2 is the trademark used by Telefonica U.K. Limited and one of the largest telecom companies in Europe. It is part of the global telecommunications group Telefónica S.A.
• Customer Service Representative Training Evaluation The expected outcome of the survey comprises of the strengths and weaknesses of the content of the training session and evaluation of instructors who lead this training session.
• Customer Service Representatives’ Training Program The seminar is aimed at re-emphasizing the duties of the CSR team and the value placed on them. It is intended to enable trainees to note the most appropriate and applicable communication skills in client […]
• Business Communication in Customer Services It is also important to note that effective business communication promotes employee retention strategies, which in turn reduces the rate of labor turnover within an organization.
• Best Food Superstores’ Customer Service Policy The problem is in the system’s weaknesses when the price on the label does not match the actual price fixed in the main computer at the cash desk, and the consumer should get or not […]
• The Importance of Customer Service in Healthcare The location of the training was the Brooklyn Hospital Center, and the presenter was the Nurse Educator. Since the professional background of the audience was nursing, the subject was clinically relevant, and the nurses could […]
• Touchpoints in UAE Government Customer Service Delivery A recent report published in the article by Ahmed indicates that the United Arab Emirates is ranked in the 21st position globally and the leading country in the Arab world in terms of citizens’ level […]
• Hondwreck Partsheaven Project Plan: Inventory and Customer Service As a seller of car parts and a provider of wrecking services, Hondwreck Partsheaven is looking to improve the quality of the provided services, optimize the inventory processes, and optimize the overall performance of the […]
• Customer Service Representatives’ Training The training program must also address the service orientation attitudes and skills of the CSRs because they are not able to apply their knowledge on registration steps for effective delivery of services.
• Customer Service in the UAE Banking Sector What are the dimensions that have affected the level of service quality the most in UAE Islamic banks? Jabnoun & Khalifa carried out a research study on the dimensions of service quality that affect the […]
• Sonic Drive-in: Customer Service Communication The personnel in the store had to shift from the automated communication system in the ordering station to a manual system that threatened to slow down the delivery of foods to the clients.
• Customer Service Conflict Management Strategies The key difficulty is, therefore, to find out what type of customer the support is dealing with and, thus, to choose the appropriate strategy to calm him/her down.
• The Customer Service Perspective: Balanced Scorecards In the opinion of business administrators, these metrics can throw light on the experiences of customers and their assessment of the company’s performance.
• Jordan’s Restaurant Customer Service The level of cleanliness within the restaurant, warm greetings the choice and preference of where to seat made the whole experience lively.
• Customer Service as a Part of Business Strategy The use of the term “customer service” requires delineation to ensure that there is not confusion with other aspects of customer care in the business. The important issue in regards to the definition of customer […]
• Improving Customer Service in a Nigerian Musical Instrument Company The research questions guided the development of the questionnaire and in turn, the specific questions in the questionnaire dealt with the issues associated with the project.
• Restructuring Customer Service Department at Wall-Mart In addition, the consultant should be ready to face resistance on the part of the managerial staff and personnel; The role of the manager will include Controlling the availability of resource and device the exact […]
• Walmart Project Plan: Customer Service and Technological Base Therefore, the project implementation should be controlled on the basis of performance measures and evaluation of the overall climate in the workplace.
• Netflix Customer Services In light of setting up the support services, they have to consider the needs of customers in order to ensure that the support services are focused on customers.
• Customer Service Training The main objective of a needs assessment in an organization’s training program is to identify performance weaknesses and necessary knowledge and skills needed to eradicate the weaknesses.
• Customer Service and Interpersonal Experience: Starbucks The focus of the paper is on the principles on which the company was created and this is tackled in the background section of this paper.
• Role of Customer Service in Technology Industry However, it is significant to note that the preciseness of the value of customer service in an organisation varies in relation to the industry, the service offered and or the product being offered for sale.
• Developing Competitive Advantage Through Customer Service The achievements of the company are attributed to its ability to attract and retain large numbers of customers from all parts of the world.
• Customer Service Improvement: Mobilicity Phone Company With this situation in mind, I would like to propose to the CEO on the best advertisement solutions that would assist in improving the popularity of the company and hence its sales as well as […]
• Stress Management among Customer Service Employees: Antecedents & Interventions A focus on the identification of current and potential stressors affecting this group of employees, and the subsequent development of interventions which could be used by the employees to manage and curtail stress effectively, is […]
• Customer Service Excellence and Customer Satisfaction In service offering, product refers to a service concept that has the capacity to give value to customers. Here, their aim in the customer service system should be to boost the quality of their interactions […]
• Socially Responsible Marketing and Customer Service To achieve this, organizations need to bring both the internal and external stakeholders together in such a way that they can share in the effort of maximizing the bottom line of the company.
• The Problem of Customer Service in Companies In fact, one of the founders noted how customer service greatly impact on the products that the company sells and highlighted the very important part of their policy which is allowing the customer to provide […]
• Empowerment in Customer Service Management The term empowerment refers to the process of providing more authority to the employees of an organization. Chebat and Kollias argue that the service industry is hugely dependent on the capacity of employees to deliver […]
• Customer Service Operations and Excellence The Meriden Hospital is one of the many hospitals and clinics belonging to the BMI Healthcare organization owned by the General Healthcare Group PLC.
• Hospitality Customer Service – Service Recovery Project As such, it is always important that the customer service supervisor is able to read the psychology of his or her staffers and ensure that all are of positive attitude to avoid service breakdown.
• Customer Service Representative It will help to collect the necessary data to design the most effective training program for customer service representatives. It is also important to note that questionnaires should contain data concerning the future training program.
• IT Role in Business Processes and Customer Service More importantly, the company implements the concept of full transparency of operations and is more attached to a scientific way of thinking.
• Customer Service at WestJet The success behind WestJet as a low-cost carrier is mainly attributed to the quality of service that the airline provides to its passengers.
• Customer Service Coordination Self-management on the other hand is the key factor because the coordinator must be self-aware all the time in relation to the environment and the needs of the customers.
• What Constitutes Good Customer Service?
• How Consistent and Reliable Customer Service Contributes to Customer Satisfaction?
• How Customer Service Grown and Changed Over the Years?
• How Does Customer Service Help Your Team?
• How Can Email Improve Your Customer Service?
• How Can Marketing Research Improve Customer Service of Popular?
• How Are Millennials Redefining Customer Service?
• What Reasons for Using Customer Service Policies Marketing?
• What Recommendations for the Customer Service Branch?
• What Makes Good Customer Service?
• Where Has Customer Service Gone?
• Why Customer Service Needed in Globalization of Logistics?
• Will Improving Customer Service Result in Higher Stock?
• Does the Web Reduce Customer Service Cost?
• Can Customer Service Affect the Business a Restaurant Has?
• What Relationship Between Customer Service and Logistics Management?
• How Are Strategic Management and Customer Service Connected?
• What Is the Customer Service Perspective?
• Which Administrative and Customer Service Skills Need?
• How Different Communication Techniques Used in Customer Service?
• How Can International Retailers Achieve a Competitive Advantage Through Customer Service?
• What Are the Three Essential Qualities of Customer Service?
• What Is the Role of Customer Service?
• What Are Customer Service Skills?
• What Words Describe Good Customer Service?
• How Is Culture and Customer Service Excellence Connected?
• Chicago (A-D)
• Chicago (N-B)

IvyPanda. (2024, March 2). 99 Customer Service Essay Topic Ideas & Examples. https://ivypanda.com/essays/topic/customer-service-essay-topics/

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IvyPanda . 2024. "99 Customer Service Essay Topic Ideas & Examples." March 2, 2024. https://ivypanda.com/essays/topic/customer-service-essay-topics/.

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IvyPanda . "99 Customer Service Essay Topic Ideas & Examples." March 2, 2024. https://ivypanda.com/essays/topic/customer-service-essay-topics/.

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10 Customer Service Skills for Success in Any Job

Boost your business by mastering the most effective customer service skills.

When you walk into a cosmetics store and the salesperson asks if you need any help, that is customer service . When you call your credit card company to dispute a charge and speak with a representative, that’s customer service, too. 

Customer service plays an important role in attracting and retaining customers. Businesses can leverage good customer service to boost sales. Empathy, good communication, and problem-solving are core skills in providing excellent customer service.

In this article, you’ll learn what customer service is, why it is important, and the top 10 customer service skills for a thriving business. If you're ready to advance your skills in customer service, consider enrolling in the Introduction to Customer Service course from CVS.

What is customer service?

Customer service is the practice of supporting customers before, during, and after their purchase. Someone providing customer service helps the customer navigate how to use the product or service and troubleshoot any errors or defects that may arise. When a business is hospitable and puts customers first, the response is positive. According to Zendesk, 70 percent of customer experience leaders plan to integrate generative AI into each customer touchpoint, in order to provide a "warm, human service" [ 1 ].

Today, businesses also need to meet customers where they are shopping. E-commerce sales in the US for 2023 were estimated to be $1,118 billion, an increase of 7.6 percent from 2022 [ 2 ]. That means customer service should consider how to meet online customers at every touchpoint, in addition to in-person or phone interactions, to foster a holistic customer experience.

Whether you are a restaurant owner or waiter, a technology start-up founder or UX designer, delivering good customer service requires a human-centric approach. Though it can vary by industry, here are some common examples of good customer service attributes:

Speed: Customer receives a quick response and positive engagement.

Multi-channel communication: Customer service is available on multiple platforms like telephone, social media messaging, or live chat.

Personalized: Customer service is tailored to each customer.

Proactive: Answers, such as FAQs and product information, are available without the need to contact the business. Any other needs or desires are anticipated and addressed.

Why is customer service important?

Good customer service can improve a company’s sales and brand reputation. According to Zendesk, 75 percent of organizations believe that not being transparent about their use of data will cause customer churn [ 1 ]. Customers tend to spend more money if they feel special and the service is tailored to their specific needs. This, in turn, helps develop a positive brand association for future purchasing decisions.

Beyond a business’s bottom line, strong customer service skills can yield benefits internally. Informal feedback generated from customer interactions can be an invaluable resource for improving user experience (UX) and product design. Further, hiring respectful, empathetic employees can translate into enhanced collaboration and well-being among and across teams. 

Brands known for customer service

Some of the biggest brands use customer service tactics to become associated with the brand. Apple is known for its personalized support portal, so you can view every product you’ve ever bought. It is linked to the Apple Genius bar, so you can easily book an appointment when you need support.

Zappos offers unlimited free shipping and a 365-day return policy for every purchase, operating on the philosophy that advertising dollars can instead be spent on extreme customer service. Starbucks is quick to replace spilled drinks, and customers love seeing their name scrawled on the side of their coffee cup.

10 customer service skills for success

Anyone may learn these skills and build customer loyalty as well as foster strong relationships among employees and teams. It is likely you already possess some of these skills or simply need a little practice to sharpen them.

Empathy is the ability to understand another person’s emotions and perspective. Delivering a good customer experience requires tapping into their headspace to fulfill their needs. It means reading cues and anticipating what they want. The outcome of empathy can look like treating customers kindly when they enter your restaurant, allowing for refunds within 30 days, and assisting them in their decision-making process.

Example: A customer calls their internet service provider complaining that their WiFi has been spotty over the past week. The representative says, “I understand how frustrating that can be. Let me do some tests to troubleshoot the issue.”

2. Problem solving

Being able to solve problems is key to customer service. If a customer contacts the business with an issue or complaint, the employee needs to figure out why they are experiencing the problem and how to fix it. Solving the problem at hand may require you to be patient and respectful as they explain the problem. You should possess adequate technical knowledge to help the customer resolve the issue, and help them prevent it in the future.

Example: Over live chat, a customer cannot reset their password to log into their account. The representative performs a manual reset and then walks the customer through how to reset their own password in the future.

3. Communication

Communication can occur in many forms, through various channels, penetrating customers through in-person interactions, the instruction manual, and social media copy. Effective communication is utilizing clear and concise language when educating customers on products and company policies, so that they feel confident making a purchase and feel that they’ll be supported even after the purchase. When speaking with customers in person, body language should be positive, refraining from mumbling or crossing the arms and looking bored.

Example: A customer calls a local cafe to inquire about opening hours. The barista on the phone responds quickly and cheerfully, instead of muttering incoherently and placing them on hold.

To build communication skills in the areas of business writing, graphic design, and presentation, consider enrolling in the Effective Communication specialization from the University of Colorado.

4. Active listening

Every conversation requires a listener and a speaker. Listening to a customer’s questions and concerns and responding in a way that makes them feel heard paves the way forward to a solution. The use of verbal cues like “mmm,” paraphrasing, and clarifying with questions, are all part of the practice of active listening.

Example: When a customer calls a restaurant to make a reservation, the host listens and then repeats, “You’re all set! To confirm, your reservation is 7 PM on Saturday at our Brooklyn location.”

For more ideas on active listening, watch this video from the CVS Introduction to Customer Service course.

5. Technical knowledge

As a customer service professional, you’ll want to be familiar with technical and industry knowledge to help customers make informed decisions and troubleshoot any issues. Representatives should be up-to-date on all product specifications, the purchasing process, product or service usage, and company policies. Plus, technical knowledge is helpful if you’re trying to upsell a product or service because you’ll be able to list out the features of the newest edition.

A good practice for businesses is to list out FAQs on the website to empower customers to find the information without contacting the support team. 

Example: An electronics sales representative helps a customer decide which mechanical keyboard to purchase because they explained every model, brand, and key type. They even convinced the customer to opt for the pricier, but higher quality option.

6. Patience

Patience comes in handy when dealing with customers, especially if they are angry, resentful, or rude. A heated argument with a customer can diminish your brand reputation, especially given the star rating systems on Google Maps, Yelp, or Glassdoor, where your business might be listed. Practicing compassion can help you deliver a positive customer experience. Your presence and actions can lift someone’s spirits instead of making a bad situation worse. 

Example: A customer drops her umbrella while leaving the nail salon and ruins her just-polished nails. The nail technician calls her back with a smile and repaints the ruined nails.

7. Tenacity

Tenacity, the ability to remain doggedly persistent throughout a difficult situation, is a quality often overlooked but very important in customer service. Along with patience and developing a thick skin when working in customer service, tenacity is required to get the job done thoroughly and accurately. Customers appreciate it when service professionals walk them through the process when they need help. They are more likely to continue doing business with you if you have ensured customer satisfaction.

Example: A landscaper who is new to the job makes a mistake when tending the lawn and accidentally cuts the client’s beloved rose bush. The next day, he drives several hours to find the exact same plant to replace it.

8. Adaptability

Customers want to be able to reach a business on nearly every platform. Their channel of communication might change depending on the situation. That means your customer service needs to be adaptable. Sometimes, the same customer will contact a business through different channels each time. Integrating customer information with a customer relationship management (CRM) system helps to streamline inquiries from multiple channels. It also helps to be accommodating to the different backgrounds and personalities of your customers.

Example: A customer contacts a dermatologist by phone (with a headset) if they’re in the car and running late for their appointment, but prefers to email or text for appointment confirmations and administrative questions. 

9. Resourcefulness

Resourcefulness is a useful customer service skill in problem solving. Finding innovative and quick ways to solve the problem can decrease time with each customer so that you can help more customers in a day. It requires being familiar with different departments within a business and referring customers if needed. Developing creative approaches to problem solving is a skill that can be sharpened while on the job.

Example: Customers are responsible for return shipping for a company that is based in Australia. With an uptick in complaints, the CEO decides to experiment with free shipping for two months to keep up with the status quo. Five-star ratings increased shortly thereafter.

10. Positive attitude

Maintaining a positive approach to customer service can be difficult if your customers are frustrated with your product or service. A rule of thumb is to stay calm and try to meet the customer where they are, to empathize with their situation and why they might be upset. Driving customers away with a negative attitude will only cause more pain for the business, as it can lead to a poor reputation and a decrease in sales.

Example: A customer who just bought a board game from the store is upset because some important pieces are missing. The employee thanks the customer for their patience and understanding as they mail the missing pieces to them within one week.

Enhance customer service skills with Coursera

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Give your team access to a catalog of 8,000+ engaging courses and hands-on Guided Projects to help them develop impactful skills. Learn more about Coursera for Business .

Article sources

Zendesk. “ Customer Experience Trends 2024: Unlock the power of intelligent CX , https://www.zendesk.com/customer-experience-trends/.” Accessed March 23, 2024.

US Census Bureau. “ US Census Bureau News , https://www.census.gov/retail/mrts/www/data/pdf/ec_current.pdf.” Accessed March 23, 2024.

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Why Customer Service is Important: 16 Data-Backed Facts to Know

Published: June 13, 2023

When you have a small budget for your business, there are probably several high-priority teams to consider when allocating funds.

The importance of customer service shouldn’t be underestimated, so your support team should be one of those teams. Investing in your customer service team now pays dividends in many ways later. Here’s why.

Table of Contents

• Importance of Customer Service

Financial Benefits of Excellent Customer Service

How customer service supports marketing efforts, customer service’s impact on brand image, the power of well-equipped employees, what businesses need to improve customer service, why is customer service important.

Customer service is important because it's the direct connection between your customers and your business. It retains customers and extracts more value from them. By providing top-notch customer service, businesses can recoup customer acquisition costs. This helps to cultivate a loyal following that refers new customers, serves as case studies, and provides testimonials and reviews.

Investing in customer service helps activate your flywheel because loyal customers will help you acquire new customers free of charge by convincing prospects to interact with your brand. Their positive testimonials will be more effective than your current marketing efforts—and cheaper, too.

45 Customer Service Scripting Templates

45 templates to help you determine your customer service responses.

• Live Chat Support Script Templates
• Phone Support Script Templates
• Social Media Support Script Templates
• Email Support Script Templates

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A company with excellent customer service has a team that does more than answer questions and solve customer issues. Providing excellent customer service can save—and make—a lot of money for a business. In fact, improving the customer experience can increase sales revenue by 2-7% and profitability by 1-2%.

Here are some additional financial benefits of excellent customer service.

1. Customer retention is cheaper than customer acquisition.

According to our research team , the customer acquisition cost (CAC) —how much it costs to acquire a new customer—is higher for a company that doesn't invest a small percentage of its budget in customer service. Ultimately, investing in customer service can decrease your churn rate . Decreasing churn rate reduces the amount you must spend on acquiring new customers and decreases the overall CAC.

That’s because it’s more profitable to pour efforts into retaining existing customers in the long run. A massive amount of sales will come from existing customers , and only 20% of your current customers will be the source of 80% of your company’s profits .

Pro Tip: Crafting a good customer experience improves customer retention. An excellent onboarding experience and customized offers can go a long way in keeping customers satisfied and around overall. McKinsey says companies with experience-led growth strategies see 5-10% higher wallet share and 20-30% higher satisfaction and engagement.

2. Customers will pay more to companies with better customer service.

It’s hard to put a price on great service, and an extraordinary number of customers are willing to pay a premium to get it. Customers place a high value on how a customer service team treats them, and companies will directly profit from positive customer service encounters. Over 80% of customers reported that receiving value during a service experience makes them more likely to repurchase even when given a chance to switch to a competitor.

In an era where companies are learning to prioritize customer service, any company that doesn't do so will crash and burn. Moreover, one positive experience could make them stick to a brand, whereas one negative interaction could send them running to a competitor.

Pro Tip : To offer the good customer service customers stick around for, continuously solve for the customer. This looks like being quick to bring resolutions, you’re empathetic during conversations, offering omnichannel support options, and actually using customer feedback to improve your practices so you always have your customer in mind.

3. Customer service grows customer lifetime value.

Customer lifetime value (CLV) is a pretty important metric when you're running a business. CLV represents the total revenue you can expect from a single customer account. Growing this value means your customers shop more frequently or spend more money at your business.

But businesses have room for improvement in utilizing this vital metric— only 42% of companies can measure customer lifetime value.

Investing in your customer service team is an excellent way to improve customer lifetime value. If customers have a great experience with your customer service and support teams, they'll be more likely to spend money with your company again. Or, at the very least, they'll share their positive experience with others, which builds rapport with your customer base.

Customer service makes new customers more trustworthy of your business and allows you to upsell and cross-sell additional products with less friction. New users will trust that your sales team is recommending products that truly fit their needs, creating a smoother buying experience for both the customer and your employees.

Pro Tip: To increase CLV, focus on building long-lasting, beneficial relationships with your customers. Offering an excellent product/service and excellent support when customers need help makes them more likely to purchase and repurchase what you offer. Every single positive experience increases the likelihood of their return and extends the length of your relationship, creating a higher CLV.

4. Customer service can lead to more revenue.

Business leaders understand that budgeting and other business decisions are about the bottom line. But customer service can also bring in revenue and impact the bottom line.

A report showed that customer experience leaders across all industries have 2X greater revenue growth than their peers , and this has been consistent since 2016.

Additionally, American companies reportedly lose about $136.8 billion yearly because of avoidable customer losses. Therefore, a positive or negative customer experience directly impacts your company’s revenue and growth.

Customer service team members are on the frontlines, communicating daily with current and potential customers. As a result of this proximity, customer service can offer valuable insight that can help improve marketing outcomes.

1. Customer service employees can offer important insights about customer experiences.

It doesn't matter how you perceive your brand. What matters is how your customer perceives it.

For instance, if you work for an athletic wear company, you might associate your brand with fitness, health and wellness, and people who play sports.

However, your customers may purchase from you because they associate your brand with leisure, comfort, and attractiveness. So, you should align your marketing with those values as well.

Your customer service team can answer many of these probing questions for you. Rather than spending time and money surveying customers constantly, you can have your customer service employees simply ask these questions while interacting with customers. Their response can give you many insights into improving your products, marketing, goals, and employee training .

The more you improve the customer experience, the harder your employees will work. Research shows that companies that invest in customer experience also see employee engagement rates increase by an average of 20%.

2. Proactive customer service creates marketing opportunities.

Consider adopting proactive customer service if you're looking for a cost-effective way to invest in your business. Rather than waiting for customers to report issues, this approach reaches out to them before they know the issues exist. This tells customers you're constantly working to remove roadblocks from their user experience.

But proactive customer service isn't only used for customer delight . It's also an effective marketing tool for introducing and promoting new products and services. For example, if you create a new feature that solves a common problem with your product, your customer service team can refer it to your customers.

They can use your CRM or ticketing system to look up customers who have had this problem in the past, reach out to them via the service ticket, and introduce the new feature and its benefits. This can be more effective than a sales pitch because customers feel the service rep understands their issue after troubleshooting it.

Current data shows that proactive customer service is more crucial than ever. Customers of every industry are accustomed to the fast-paced digital revolution and expect customer service teams to be speedy in resolving their issues.

A main customer frustration is long wait times when seeking support, and their rage only increases the longer they wait .

3. Personalized customer service can improve your online conversion rate.

Your online conversion rate can improve by 8% when you include personalized consumer experiences. A higher conversion rate should lead to more sales and more revenue. Customer service keeps your flywheel moving, like marketing and sales.

But service that isn’t personalized and makes customers feel like no more than a ticket number in the system harms customer retention. 62% of consumers think businesses can do more in terms of personalization because they’d prefer to feel like an experience is all about them.

Data supports that great customer service is an expectation, not a "nice-to-have." You'll attract new customers, prevent customer churn, and build your brand reputation and image with excellent customer service.

Every company is known for its customer service to some degree. Of course, you always want a positive brand image and customer service can be a significant determining factor.

1. Customer service affects your brand image and loyalty potential.

In many ways, your customer service team is the face of your brand. Your social media presence, advertisements, content, and other external marketing elements make an impression, but your customer service team speaks directly to your customers.

They are responsible for representing your brand when interacting with potential buyers. Customer service can break a company’s chance to turn a potential customer into a loyal customer. After a positive customer service experience, 89% of consumers report they are more likely to return and make another purchase. While making apurchasedecision, a critical factor for 66% of customers is the customer service reputation of the brand. W hen they receive poor customer service, 61% of consumers say they have cut ties with a brand.

Customer service is a key player when it comes to building your brand image and brand loyalty. Nearly three out of five consumers report that good customer service is vital to feel commitment toward a brand. Therefore, investing in a customer service team that accurately represents your mission and values is a worthy investment and a wise branding strategy.

2. Excellent customer service will protect relationships with customers who experience a mistake down the road.

When customers have a poor customer service experience, they're more likely to quickly share about it and leave the company than in previous years. And if you work in the B2B space, data shows that 51% of B2B companies start to avoid vendors after a poor customer service experience. However, if your company provides excellent customer service, 78% of consumers would do business with a company again after a mistake.

Additionally, only one in five consumers will forgive a bad experience at a company whose overall customer service they rate as “very poor,” while nearly 80% will forgive a bad experience if they rate the service team as “very good.”

3. A positive customer service reputation makes people more likely to do business with you.

Consumers consider customer service when they're making purchasing decisions. In fact, 78% of consumers use customer service to decide whether or not to do business with a company. This means that your company’s reputation for customer service will impact a large majority of potential customers.

Additionally, customer service doesn't begin and end with your frontline reps. The customer service potential customers experience during the sales process will also impact their purchasing decisions. Therefore, delivering positive customer service experiences should be the goal for any customer-facing role.

If a company doesn’t appreciate and properly resource its customer service team, it will show in the quality of service that customers receive. But when companies provide the proper training, technology, and work environment, customer service employees are a powerful force to turn satisfied customers into booming businesses.

1. Happy customer service employees will create happy customers.

Studies consistently show that happy employees are good for business. For example, recent research that studied customer service employees in a call center setting reported that happy employees were 13% more productive .

Despite this fact, not enough companies take employee satisfaction seriously—particularly in the case of customer service employees. According to our 2022 State of Customer Service report , almost 40% of customer service leaders say that their company views customer service as an expense rather than a driver for growth.

Companies can support their customer service team with the resources, technology, and respect they need to get more happy customers. When customer service staff are equipped to do their jobs well, they are more comfortable and motivated, and your customers are too.

2. Happy customers will refer others.

When humans have a memorable experience—good or bad—it’s natural to want to shout about it from the rooftops. But, of course, today’s rooftops are review websites and social media, with 55% of consumers sharing their purchases socially on Facebook, Twitter, Pinterest, and other social sites.

For better or worse, your most impacted customers will do word-of-mouth advertising for you. In fact, 66% of salespeople say that the highest quality leads come from existing customers. Since great customer service translates to happy customers, your customer service team can be a major catalyst for cheap promotion through positive word-of-mouth and referrals.

Much like your most loyal customers, referred customers are a business treasure. Referred customers:

• Amount to 5 to 15% of new customers
• Drive $6 trillion of annual consumer spending
• Can offer a 25x return on ad spend

"The purpose of a business is to create a customer who creates customers."

–Shiv Singh, Strategic Advisor

3. Good customer service encourages customers to remain loyal.

As we’ve covered, it's much cheaper to retain an old customer than to acquire a new one. So in this sense, the higher a customer's lifetime value—the total revenue a company can expect a single customer to generate throughout their relationship with that company—the higher the profit for your company.

In comparison to hundreds of possible competitors with similar products and services, your company has to do more than relish the exciting features of your products. You can differentiate your company from your competitors by providing stellar customer service. This is especially crucial when it’s time to launch a new product or service.

Your existing customers are 50% more likely to try a new product and spend 31% more money on it than a new customer, while new customers are only 5-20% likely to buy a product. But for those existing customers to stay long enough to consider a new product, it takes effort via customer service to keep them satisfied. 71% of consumers cited poor customer service as the reason they ended a relationship with a company.

Conversely, when your company’s customer service is excellent, you’re more likely to see your customers stick around and eventually try more of your offerings.

Loyalty is rooted in trust, and customers can trust real-life humans more than the ideas and values of a brand. So, by interacting with your customer service team, those customers can hopefully build life-long relationships with your business.

Beyond understanding how essential it is to put considerable effort into building a solid customer service team, companies need to provide employees with all the tools they need to deliver the type of consistent, proactive customer service required today.

Here are a few stats to keep in mind when improving your customer service team:

1. Customers expect high-quality service.

People don't just expect your business to have a customer service team; they anticipate your customer service team to be world-class and ready to help at a moment's notice.

In fact, according to new data gathered after the COVID-19 pandemic, more than half of those surveyed (58%) said their customer service expectations are higher today than they were a year prior.

Customers demand higher quality customer service: 66% said they would switch brands if they felt they were being "treated like a number, not an individual." And there’s plenty of room for businesses to grow, as 71% of customers say they want a consistent experience across channels, but only 29% say they get it.

Customers now have more options than ever before, and they're not afraid to take their business elsewhere if unsatisfied with their experience. So it's now on brands to meet customer expectations if they want to attract and retain loyal customers.

2. Businesses need omnichannel solutions.

Before COVID-19, businesses gradually explored new, digital ways to engage and support customers. But once the pandemic hit, this timeline accelerated significantly, and it was no longer a commodity for businesses to communicate with customers via social media, live chat, or video calls .

These communication channels appear to be here to stay for the foreseeable future. But, as we shared in our 2022 State of Customer Service report , only 50% of companies have enabled their service teams with the most basic service features a CRM can provide: a help desk, knowledge base, and shared email capabilities. As a result, many businesses have much catching up to do to provide their customer service teams with the tools they need to serve customers well across every channel.

Our State of Service report also found that all of the high-growth companies surveyed implemented several channels and tools, empowering their customer service teams and improved customer service.

Customers not only enjoy using these channels but, over time, they’ll expect them as a standard in the customer service industry. As a result, businesses need to invest in omnichannel solutions to link these new mediums together and create a seamless customer service experience.

The image below explains how omnichannel experiences work:

Image Source

Rather than having each channel operate independently, the channels link together so they can share messages and information freely. That way, customers don’t have to navigate away from what they’re doing to get help from your business.

Instead, any time they need help, they can reach out on any channel of their choice and will get an immediate, reliable response.

3. Excellent customer service is a competitive advantage.

No matter your industry, you want your business to stand out. After all, nobody strives to be the "second-best" at something. Instead, you want to be better than every other company you're competing with and want your customers to know it, too. That's the key to keeping customers loyal and getting them to interact with your brand continuously.

Customer service can be an excellent differentiator for your company. But churn occurs when a customer stops doing business with a brand and it’s often because of a poor customer service experience. At least 67% of this churn is preventable if the customer's problem is resolved during their first interaction.That means if you provide excellent customer service, you'll not only retain your customers but also acquire your competitors'.

It's undeniable that a well-trained, positive customer service team can make your company the best version of itself. Their ability to communicate directly with customers can revolutionize your company and grow your customer base .

“We see our customers as invited guests to a party, and we are the hosts.

It's our job every day to make every important aspect of the customer experience a little bit better.” –Jeff Bezos, Amazon Founder

Invest in Your Customer Service Team Today

There’s a strong, data-based case for the positive, multi-layered impact that great customer service can have on a business. The proof is in the research and the results: one significant aspect of a thriving business is to put effort and resources into recruiting and training top customer service talent.

So, now that you’ve seen the numbers, what will you do to raise the standard of customer service at your company?

Editor's note: This post was originally published in October 2018 and has been updated for comprehensiveness.

Don't forget to share this post!

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Home — Essay Samples — Business — Customer Relationships — Customer Service

Essays on Customer Service

Importance of writing an essay on customer service.

Writing an essay on customer service is important for several reasons. Firstly, it allows individuals to understand the significance of providing excellent customer service in any business or organization. Customer service is the backbone of any successful company, and it is crucial to educate individuals on the best practices for delivering exceptional service to customers.

Additionally, writing an essay on customer service helps individuals develop critical thinking and analytical skills. It requires them to research and gather information on various aspects of customer service, such as communication, problem-solving, and relationship-building. This process enhances their ability to think critically and make informed decisions when dealing with customers.

Furthermore, writing an essay on customer service encourages individuals to reflect on their own experiences as customers and as service providers. This self-reflection can lead to a better understanding of the challenges and opportunities that come with delivering exceptional customer service, and it can inspire individuals to improve their own customer service skills.

When writing an essay on customer service, it is essential to keep in mind a few tips to ensure the essay is effective and impactful:

• Research extensively to gather information from reliable sources about customer service best practices, case studies, and success stories.
• Organize the essay with a clear introduction, body paragraphs that discuss different aspects of customer service, and a strong conclusion that summarizes key points and offers recommendations for improvement.
• Provide real-life examples and anecdotes to illustrate the importance of excellent customer service and the impact it can have on a business or organization.
• Use clear and concise language to convey ideas and make the essay easy to understand for the audience.
• Include relevant data and statistics to support arguments and demonstrate the significance of customer service in driving customer satisfaction and loyalty.
• Edit and proofread the essay to ensure it is free of grammatical errors, typos, and inconsistencies.

In conclusion, writing an essay on customer service is important for raising awareness about the significance of providing exceptional service to customers, developing critical thinking and analytical skills, and promoting self-reflection. By following the tips mentioned above, individuals can write an insightful and impactful essay that highlights the importance of customer service in any business or organization.

What Makes a Good Customer Service Essay Topics

When it comes to choosing a topic for a customer service essay, it's important to consider what will engage and interest your audience. To brainstorm ideas, think about current trends in customer service, common challenges faced by customer service professionals, and innovative solutions to improve the customer experience. Consider topics that are relevant, thought-provoking, and have the potential to spark meaningful discussions. A good essay topic should also be well-researched, providing enough material for a comprehensive and informative essay.

Best Customer Service Essay Topics

• The impact of artificial intelligence on customer service
• The role of empathy in customer service interactions
• The importance of customer feedback in improving service quality
• Strategies for handling difficult customers
• The rise of self-service customer support options
• The impact of social media on customer service
• The future of customer service in a digital world
• The role of emotional intelligence in customer service
• Effective communication strategies for customer service professionals
• The importance of customer loyalty in business success
• The impact of globalization on customer service practices
• The role of customer service in building brand reputation
• The psychology of customer satisfaction
• The use of technology to personalize the customer experience
• The ethics of customer service
• The role of customer service in healthcare
• The impact of culture on customer service expectations
• The role of customer service in the hospitality industry
• The impact of customer service on customer retention
• The future of chatbots in customer service

Customer Service Essay Topics Prompts

• Imagine a world without customer service - what would it look like?
• Write a letter to a company praising their exceptional customer service
• Create a customer service training program for a new business
• Interview a customer service professional and write about their experiences
• Write a persuasive essay on the importance of investing in customer service training for businesses

Choosing the right customer service essay topic is crucial to creating a compelling and informative piece of writing. By considering current trends, challenges, and innovations in customer service, you can generate ideas that will engage and captivate your audience. With the right topic, you can create an essay that sheds light on important aspects of customer service and provides valuable insights for businesses and professionals in the industry.

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Home / Essay Samples / Business / Customer Service / Customer Service: Why It Matters and How to Improve It

Customer Service: Why It Matters and How to Improve It

• Category: Business
• Topic: Customer , Customer Relationship Management , Customer Service

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