Customer service is largely a flexible concept. Every customer and business have definition has different approach and meaning to what excellent customer service is. However, the key principle of customer service is the satisfaction of the consumers in every area a business that can offer. Tom Knighton has said, “Customer service is the next competitive battleground. It’s where business is going to be won or lost.” Customer service have become extremely important in today’s market. In fact, according to Oberlo, the customer experience management market worldwide is worth $11.34 billion in 2022. Still, many companies to fail to excel in the customer service sector.
Customer service is an art that requires patience and practice and takes time to master and examples from customer service experts can speed up the learning process and shorten the period of trial and error. Therefore, we have curated this list of examples of excellent customer service just for you!
1. Respond to customer service complaints before they happen: Adobe.
Adobe suffered from with an issue once that led to their system to shut down for a while, in such a time they tweeted about the problem themselves with a cute puppy to lighten the mood. This helped customer to understand that there is an issue which is being solved right now. This not only decreased the number of complaints that adobe received but also increased customers as they started trusting adobe’s service more. In fact, Gartner survey says that if customers have effortless customer service interactions, they are 94% more likely to repurchase the product or service and there’s an 88% probability of increase in spend. So, the key takeaway is that most customers understands that technology doesn’t work 100 percent of the time and appreciate it when you apologize for making a mistake and customers always love a joke!
2. Get involved in social causes: Coca Cola.
According to Deconstructing Delight report by Fresh works, 63% of customers expect brands to consider their personal values when communicating. Millennials in particular want to do business with companies that have similar social values and use their resources to give back to those in need. By donating to social causes, you can burnish your brand’s reputation and gain their trust. In fact, that’s exactly what coca cola has been doing since it’s inception. It is subjected that coke has donated more than $1 billion over the years for different cause that they themselves and their consumers believe in. This had helped coca cola to make a great impression on their consumers who consider them as a company which empowers people around them and gives back.
3. Personally reply to every email you receive: Zappos.
Zappos responds to every email it receives, even if it’s addressed to the CEO. If not the CEO, someone will definitely reply to them. This helps create a sense of credibility among consumers who feels that they are been heard. SmarterHQ says that 72% of customers will only engage with personalized messaging. When customer sends you a concern in any form, they expect a reply that addresses their concerns and a personalized response demonstrates that you value them as customers and care about their needs. Zappos makes sure that they provide personalized experiences to every customer through these messages. In fact, according to salesforce, 70% of consumers say that how well a company understands their individual needs impacts their loyalty. Therefore, if your company wants to provide excellent customer service start by personalized services.
4. Meet your customers where they are: Tesla.
Tesla has adopted a great customer service which include going to where your customers’ needs you. This service includes literally visiting the customer’s houses to repair their cars. They have always made sure to create an omnichannel support system where customer can contact them from whenever to wherever they want. In fact, according to CX today, 9 out of 10 consumers want an omnichannel experience with seamless service between communication methods. Customers value time and convenience, and as evidenced by Tesla’s high prices, will even pay more for it. An HubSpot survey found that 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. Therefore, when it comes to quality customer service, delivery of services can be a game-changer.
Consumer behaviour is constantly changing. This includes marketing preferences, buying habits, how people interact with businesses, and more. As Marilyn Suttle said, “Even your most loyal customers always have a choice about where to take their business.” Therefore, providing excellent yet consistent customer service is important for every business to keep their customers for a long time. As a business owner or worker, you should be able to look up to these examples and find the best ways to deliver an outstanding customer experience and adapt to meet your customers where they are. In fact, according to PR Newswire, 56% of customers say that they would be willing to pay a premium price for a product to get outstanding customer support. So, work towards better customer service and your business will attract customers automatically.