Good customer service examples | reed.co.uk (2024)

Good customer service examples | reed.co.uk (1)

by Michael Cheary

When it comes to customer service, some people go above and beyond.

Chances are, you can recall a time you were served by someone who fits this description. However, with good customer service skills needed in a wide variety of industries, knowing how to show off your own attributes isn’t always easy. Especially when it comes to covering them on your CV.

We’ve already given some of our top tips for answering customer service interview questions, but here are some good customer service examples to help get you started:

Good customer service examples

Turning a negative into a positive

One of the most common interview questions that comes up is ‘tell me about a time you had to deal with a difficult situation’. And chances are, if you work in a customer facing role, you’ll have an abundance of examples.

Turning a complaint into a positive experience is a great way to demonstrate your customer service skills. Not to mention defuse a potentially uncomfortable incident, and keep a customer from losing faith in your company completely.

Examples of this could include offering a refund, a free meal, or a discounted rate for your service. But it doesn’t have to be financially motivated.

It really comes down to listening to why the customer is unhappy, and doing everything you can to turn the situation around. Which could just require some more work to properly identify their needs.

Amazon are big believers in this philosophy, with CEO Jeff Bezos admitting: ‘we’re not competitor obsessed, we’re customer obsessed’. For them that means refunding or replacing lost packages, or just taking a customer’s number to call them back when dealing with an issue.

These examples (and many more) go a long way to explaining their brand’s reputation.

Jobs in the customer service industry

Tell me about a time you had to deal with a difficult person

Being proactive

The best staff members don’t wait for a difficult customer to show off their skills. They take the lead themselves.

It could be creating videos and FAQs based on common pain points for your product. It could be doing some research on a client before meeting with them, to ensure your pitch is perfectly tailored to suit their needs.

Whatever path you choose, taking the initiative to help improve your service will always resonate with your customers.

One great example of this proactive approach was shown by the Cast Members at Walt Disney World. When they noticed many guests visiting their theme parks were having trouble with their sunglasses or glasses breaking, they took the initiative to create their own care kit.

This meant they could offer to fix glasses themselves, at no additional cost. It wasn’t requested by management, however, it was a great way to show their guests that they really care, can understand (and fix) common problems that could come up, and help set their service apart.

Showing transparency

Some of the biggest customer service complaints come down to a lack of clarity.

While it may not be possible to keep your customers in the loop with every stage of your service, simply updating them as and when you can will pay huge dividends.

A great customer service example in this category is giving someone a clear timeline of when you’ll expect to respond to their enquiry (and actually sticking to it).

Another example could be to keep your customers informed when you make a change. That way, it won’t be quite so jarring when they make their next visit, and you’ll also demonstrate you truly value their custom.

Spotify is great at transparency. They have social media accounts specifically set up to help their customers (@SpotifyCares), and another to update on the current status of the app (@SpotifyStatus). Both respond in minutes, and give people somewhere to turn if they have any issues.

Taking ownership

No matter how good your service is, there will always be times things don’t quite go to plan.

Whether it’s bringing out the wrong order to a diner due to a communication breakdown, releasing a product update with some major bugs, or just providing a poor customer experience in general, no company will ever get things right all the time.

The important thing is how you respond to the situation. In other words, you have to own it.

Lots of brands have done this effectively – such as KFC, who responded to a chicken shortage at their stores with a frank and humorous ad campaign. However, getting the tone right can be tricky – and many other organisations have attempted the same strategy, only to come across disingenuous.

On an individual level, it all comes down to being honest and accountable. Admit to the fault, take the blame (rather than placing in on someone else), and offer a solution.

That way, you’re not only taking ownership. You’re also turning the situation into a positive.

Random acts of kindness

One great way to show loyal customers you care is by offering up random acts of kindness.

These don’t have to be grand gestures. Instead, it’s another chance to really listen to what your audience wants, and provide a nice little surprise to help brighten their day.

A great example of this approach was shown by Sainsbury’s, who responded to a little boy’s request to change the name of their tiger bread to giraffe bread by temporarily making the change (and providing him with a voucher to spend in store).

Lego also do this well. They will sometimes send out replacement figures (and extras) if a child loses their own, helping to surprise and delight their customers.

People have had products replaced, or forgotten ones shipped back to them, and some companies have even set up whole teams to reward loyal customers by buying and sending gifts.

But at the most basic level, simply offering a little additional extra from your service can make a difference. Whether it’s a free drink on someone’s anniversary, a seating upgrade to a deserving customer, or just offering a discount for no other reason than to brighten someone’s day.

If it keeps them coming back, it will always be worth it.

More customer service examples

Some other examples of great customer service include:

  • Remembering someone’s regular order as a barista
  • Sending out a survey after making a product change, to see what your customers really think
  • Staying beyond your shift to help deal with a customer’s enquiry
  • Phoning other stores to check stock levels and make reservations
  • Knowing your product inside-out, so you can tailor your service and recommendations to your customers’ needs
  • Asking other members of your team to help with a request, if you can’t answer it yourself

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Good customer service examples | reed.co.uk (2024)

FAQs

How to answer an example of good customer service? ›

Example answers

'For me, good customer service means constantly surprising the customer by exceeding their expectations. It means doing more than the bare minimum to keep the customer happy, and always being willing to go that extra mile to ensure their satisfaction.

What is an example of a good customer service comment? ›

The best customer service review example would be: "This agent consistently provides exceptional service by attentively listening to customer concerns, responding with patience and resolving issues efficiently, often receiving praise from customers for their helpful and friendly demeanor."

Can you give us an example of when you have provided excellent customer service? ›

⁠You could say: "To make customers feel important, I listen to what they say so I know what they need. I call them by their name and talk to them like they're the only one I'm helping. I answer them quickly and check in to show I care. Sometimes, I give them extra help or something special that fits what they like.

What is good customer service in the UK? ›

There are five essential elements of excellent customer service: understanding customer needs, providing quick service, effective customer service management, being customer-first and prioritising data security.

What is good customer service in simple words? ›

What is good customer service? Great customer service means meeting customer expectations – from interacting with customers over messaging channels because they expect convenience to investing in your knowledge base because they expect to find answers on their own.

What are 5 examples of customer service? ›

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.

What do you say for good customer service? ›

Happy to help!” Positive words are a key part of great customer service, and this phrase lets customers know that your service reps are excited and ready to resolve an issue or answer a question. Use a cheerful greeting to set a positive, warm mood for the forthcoming conversation.

Would you please describe ways that you provide excellent customer service? ›

The most important rule in providing excellent customer service is to be friendly. Try to greet customers with a smile and always be courteous and respectful. Be proactive by paying attention to the customer's needs and offering help or recommendations before they ask.

Which of the following is an example of good customer service? ›

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 individual customers to ensure they're pleased with the purchase.

Can you explain how you would deliver excellent customer service? ›

What is great customer service? Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.

What is a statement about good customer service? ›

Treat the customer like you would want to be treated. Period.” “Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back.

What are three qualities of a good customer service rep? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

What are the three good customer service? ›

Empathy: Customer empathy is an easy way to show that you understand and appreciate their needs and circumstances. Fairness: Individuals must feel like they're getting adequate attention and fair and reasonable answers. Control: Consumers want to feel like they influence the outcome of their situation.

What is an example of a good customer service? ›

Good customer service examples

Responding quickly: A customer will appreciate fast response times when they want to ask a question or highlight a problem. Acting on customer feedback: When a customer support agent acts on the feedback they've received, it shows them that their opinion mattered.

What is a good response to customer service? ›

Write short and to-the-point replies without being abrupt or terse. Be conscious of your customer's time: just give them the information they need. Empathize. If you're dealing with complaints, show that you're aware of what your customer is going through and make it clear that you're here to help.

What is good customer service representative answer? ›

Example answer:

It involves clear communication, timely responses, and going the extra mile to exceed expectations. Ultimately, good customer service is about leaving the customer feeling valued, heard, and satisfied with the interaction.”

Could you give me an example when you felt that you have received a good service and what made you think in that way? ›

Expert-Verified Answer

For example, I went to a jewelry store once to buy a present for my friend, and the lady working there was really nice and helpful. She asked me who the present was for, and showed me some beautiful wrapping paper for the gift, and was overall of great help.

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