How do you take an experience someone has with your business from good to great? It begins with solid customer service. Here are five ways to elevate yours.
1. Be present, attentive and reliable.
In a world where distractions are everywhere, giving someone your full attention can go a long way to creating a memorable experience. Listen actively to what people say (and what they don’t). Solving an issue isn’t always as important as simply making someone feel heard.
When a follow up is required, let people know when they will hear from you. Even if the issue isn’t yet resolved, staying true to your word demonstrates reliability.
2. Communicate clearly and positively.
Phrases like, “I’d be happy to help” or “Let me find a way to fix this for you,” show you’re invested in creating a good experience.
Avoid jargon and overly technical explanations that might confuse people. Instead, keep your language simple, friendly and solution focused.
3. Personalize the interaction.
When it makes sense, address customers by name and acknowledge their unique needs. A quick reference to a past purchase or remembering a customer’s preferences shows that you see them as more than just a transaction.
4. Be proactive (but not pushy).
Fantastic customer service isn’t just about responding to issues—it’s about anticipating them. If you spot a potential problem, address it before it becomes a complaint. For example, a quick, “I noticed this might be tricky; let me help,” can work wonders.
If your business is the type where people can check out products, be sure to make yourself available without hovering which can make people feel uncomfortable.
5. Go the extra mile.
Great customer service often lies in the little unexpected touches. Whether it’s a handwritten thank-you note, a surprise discount, or simply walking a customer through a complex process, these thoughtful gestures create memorable experiences. When you consistently go above and beyond, customers not only feel appreciated—they become loyal advocates for your business.