10 Examples of good customer service and key practices on how to deliver it

The impact of customer service on brand perception cannot be overstated. When customers feel heard, valued, and supported, they are more likely to become loyal to your business. Examples of good customer service, such as promptly resolving issues and providing personalized support, play a crucial role in fostering this loyalty. In fact, 83% of customers are more loyal to companies that solve their complaints in a timely manner.

In this blog post, we will explore 10 examples of good customer service to inspire you. You’ll also find practical tips and ideas to refine your customer service strategy.

Let’s get started.

What is good customer service?

Good customer service is more than just a smile or a nicely written welcome email. It’s the foundation of a successful business-customer relationship. Think of it as the process of ensuring customer satisfaction by providing empathetic and effective support.

Several key elements define good customer service.

• Responsiveness: Quick replies, no matter the channel.
• Empathy: Understanding customer pain points and showing that you care.
• Professionalism: Being polite, respectful, and competent.
• Knowledgeability: Having a thorough knowledge of your company’s products or services.
• Problem-solving: Going above and beyond to find solutions to your customers’ issues.

A customer’s initial interaction with your business can set the tone for their entire experience. A welcoming and efficient first contact builds trust. Conversely, a poor first impression can lead to dissatisfaction and loss of business.

That’s why it is essential to be aware of how customers experience support — it can help you better understand their diverse needs and preferences. By providing consistent service across all touchpoints, you ensure that customers have a seamless and predictable journey.

The benefits of good customer service

Picture this: a customer arrives at a customer service desk with a frown and then leaves with a big smile. That’s the magic we’re talking about. That moment sets the stage for a domino effect of advantages.

• Customer retention: Customers remember how you made them feel. A warm response to their needs builds a sense of belonging, encouraging them to return for the ease and comfort they’ve come to expect.
• Positive word-of-mouth and referrals: Satisfied customers become your advocates. They will share their positive experiences with friends and family. This organic promotion, known as customer advocacy, is a powerful and free marketing force.
• Increased sales: Happy customers spend more and more often. They’re more receptive to upsells and recommendations because they trust your service. That’s why investing in customer service training isn’t a cost — it’s a revenue generator.
• Enhanced brand reputation: Building a positive brand image isn’t a sprint; it’s a marathon. Every interaction counts. A single happy customer can reach thousands through online reviews and social media. By consistently delivering above and beyond, you craft a lasting brand reputation.
• Reduced customer churn: When customers feel heard and understood, they’re less likely to switch to a competitor. Reducing churn means retaining revenue and avoiding the costs of new customer acquisition.

10 examples of good customer service

Are you looking for inspiration on how to deliver amazing customer service? Analyzing excellent customer service examples can provide valuable insights if you’re looking to elevate your own service standards.

Let’s explore these examples of companies with great customer service. In most of the cases below, we tried and tested their customer service options ourselves.

1. Apple

Apple’s dedication to seamless user experience also extends to its support department. It provides intuitive online resources and easy-to-reach assistance. It delivers quality customer service experiences by prioritizing user understanding and satisfaction.

Why it’s a good customer service example

• The agent begins with a friendly and personalized greeting. They ask how the customer is doing, which helps build rapport.
• The representative showed empathy by acknowledging the issue. They made efforts to understand the customer’s concerns.
• The interaction ended with a friendly closing. The follow-up survey request demonstrated Apple’s commitment to continuous improvement as a result of customer feedback.

2. British Airways

British Airways excels in customer service. It prioritizes personalized communication while clearly expressing its dedication to continuous improvement. This places British Airways among the companies with the best customer service in the industry.

Why it’s a good customer service example

• British Airways actively seeks customer feedback. It shows its commitment to better understanding its customers’ experiences.
• The email includes a customer satisfaction survey. The survey has clear instructions on how to rate the experience by using a 0-10 scale.
• By referencing recent flights in feedback requests, British Airways makes it easy for the customer to recall their experience with the company.

3. Amazon

Amazon is a global eCommerce giant offering a vast range of products and services. It is often cited among companies with great customer service due to their responsive 24/7 support and customer-friendly return policies.

Why it’s a good customer service example

• Amazon contacts customers to ensure their satisfaction with their purchases.
• The email directs the customer to online resources like product setup videos and FAQ pages. This enables customers to get the most out of their products.
• Amazon offers a 12-month warranty for the purchase.

4. Buffer

Buffer is a social media management platform that helps users schedule posts across various social media. It is one of the companies with the best customer service due to its quick response times and detailed communication. It personalizes interactions, making customers feel valued and respected.

Why it’s a good customer service example

• The agent immediately apologizes for the inconvenience, showing empathy and understanding.
• They then ask for additional details to gather all the necessary information for troubleshooting.
• The email maintains a friendly tone throughout, ensuring a positive customer experience.

5. Glossier

Glossier is a skincare brand with exceptional customer service examples for several reasons. Its support team is responsive and attentive, quickly addressing inquiries and solving issues. The brand engages with its community on social media, providing support and encouraging a sense of connection.

Image source: reddit.com

Why it’s a good customer service example

• Instead of just acknowledging the problem, the representative offers a complimentary gift. They go above and beyond to make up for the inconvenience.
• The response clearly explains the steps being taken. These include creating a complimentary order and its confirmation email with tracking information.
• This interaction is a real-life example of customer service that transforms a negative experience into a positive one through empathy and clear communication.
• Glossier’s customer service reviews demonstrate a commitment to customer satisfaction. This can be seen in their numerous good reviews on social media.

6. MyTheresa

MyTheresa is an elite online fashion retailer. It is renowned for its curated selection of luxury clothing and accessories. Its commitment to greatness extends beyond the runway to its customer support.

Why it’s a good customer service example

• The way the emails are worded is an example of good customer service skills. It denotes empathetic problem-solving, making customers feel understood and valued.
• MyTheresa openly communicates the shipment delay, demonstrating honesty by setting realistic expectations.
• Sending a subsequent email with tracking information once the order ships shows proactive customer service.

7. Zappos

Zappos is an online retailer. It is renowned for its extensive footwear, clothing, and accessories selection. It is also widely recognized for its awesome customer service, which prioritizes customer satisfaction with genuine connections in every interaction.

Image source: zappos.com

Why it’s a good customer service example

• Zappos’s customer service webpage clearly states the support benefits customers can take advantage of. These include free shipping, hassle-free returns, and a generous 365-day return policy.
• Its FAQs section answers common queries, offering customers self-service options for quick solutions.
• Zappos’ transparency regarding order and return status and the variety of contact options set a service benchmark in the industry.

8. FedEx

FedEx is a global delivery services company known for its reliable shipping solutions. It offers convenient self-service options, making it easy for customers to manage shipments on their own.

Image source: fedex.com

Why it’s a good customer service example

• Customers can access FedEx’s self-service tools and resources 24/7. This ensures that assistance is available whenever needed.
• FedEx simplifies the shipping process by offering options to schedule pickups, create shipping labels, and access packing tips.
• FedEx still offers personalized support when needed, showing its dedication to customer centricity.

9. Hilton

Hilton is a renowned hotel chain known for its luxury accommodations. It exemplifies 5-star customer service by offering personalized assistance through its virtual assistant.

Why it’s a good customer service example

• By informing the customer that self-parking is unavailable, the virtual assistant sets realistic expectations. It then goes on to provide alternative parking options.
• Hilton’s virtual assistant proactively addresses the customer’s needs. It shares details about nearby electric vehicle charging stations.
• The virtual assistant’s efficient responses streamline the service experience. They reduce the need for customers to wait or navigate through multiple channels to get information.

10. Zendesk

Zendesk is a cloud-based customer service software platform known for its intuitive interface. It provides 24/7 user assistance, compelling knowledge resources, and integrated chatbots.

Why it’s a good customer service example

• Zendesk’s chatbot delivers quick and helpful customer support.
• It provides clear options for the customer, guiding the interaction with ease. Then, it directs the customer to the appropriate resource, ensuring that they receive tailored support.
• The follow-up question at the end of the interaction is user strategically. It is meant to show commitment to great customer service by offering further assistance.

How to provide great customer service

As you may have noticed, great customer service isn’t just about being polite. It’s about creating a memorable experience for the customer. Aleksandra Lemzyakova, our head of customer support, explains how to provide service that really connects with your customers:

Here are the key aspects to consider if you want to elevate your customer service to excellence.

Prioritize training and development

• Regular training is essential for customer service staff to stay up-to-date on products, policies, and procedures. This can include in-person training sessions or webinars.
• Encourage your team to read customer service books and listen to customer service podcasts to improve their skills.
• Encourage your team to pursue customer service certifications to validate their expertise and commitment to delivering excellent service.
• Facilitate your team’s access to customer experience conferences so that they can network with industry peers.

Practice empathy and active listening

• Train your team to use paraphrasing and open-ended questions when addressing customers’ inquiries. This shows that you truly care about their concerns.
• Encourage your team to put themselves in the customer’s shoes to imagine how they would feel in the same situation.
• Ensure that your team is trained to listen actively. They should acknowledge the customer’s feelings and concerns without interrupting.

Ensure timely and effective communication

• Customers appreciate quick responses. Set clear expectations for response times and strive to meet them.
• Use clear and concise language to avoid misunderstandings.
• Encourage your team to use positive language. They should avoid jargon or technical terms the customer may not understand.

Enhance personalization

• Gather and use customer data to understand individual preferences and past interactions.
• Always address customers by their first name.
• Offer solutions that align with their needs.

Leverage technology

• Choose a customer relationship management platform to store customer data and track interactions. This will give you a unified view of your customers’ journeys.
• Explore customer service automation tools like chatbots. They can handle routine inquiries and provide quick responses.

Establish feedback loops

• Gather customer feedback through email surveys or social media reviews.
• Analyze the data and make necessary changes to processes and policies.
• Communicate these changes to your team and customers. This shows that you value their input and are dedicated to continuous improvement.

Customer service mistakes to avoid

Maintaining customer loyalty involves avoiding typical customer service errors. Here are some crucial ones to avoid:

Not empowering employees

When customer reps lack the authority to resolve issues on the spot, it often frustrates customers. Why? Because they have to wait or go through a lengthy process for a simple solution. This delay can turn a minor issue into a major complaint.

Over-promising and under-delivering

Customers feel disappointed when companies make promises they can’t keep. This usually happens when sales teams or customer service reps make exaggerated claims to make a sale or resolve an issue quickly.

Neglecting follow-up

Failing to follow up with customers is a missed opportunity to strengthen relationships and address any lingering issues. Follow-up demonstrates your company’s commitment to its customers, even after the initial transaction.

Expand your business with good customer service

Great customer service is your secret weapon for growth. It can turn one-time buyers into loyal fans who spread the good word.

Draw inspiration from the examples of good customer service that we discussed. Embrace the industry’s best practices and trends, but don’t stop there — innovation and continuous improvement are keys to staying ahead.