13 Examples of Good Customer Service and What You Can Learn From Them (2023)

Give your best example of good customer service and what it taught you?

To help you offer the best customer service, we asked customer service managers and business leaders this question for their best examples and insights. From 24/7 customer support to going above and beyond expectations, there are several examples of great customer service that may serve as your template for delivering the best service to your customers.

Here are 13 examples these leaders cited as their best customer services experience and lessons:

  • 24/7 Customer Support
  • Imbibe Empathy into Your Approach
  • Take Ownership of Mistakes
  • Follow-up and Ensure Repair in Each Customer Relationship
  • Respond to Public Criticism With Solutions
  • Personalize Video Messages.
  • Invest in a System that Reduces the time Customers Wait on Calls
  • Listen and Give the Customer Center Stage.
  • Provide all the information the Customer Needs
  • De-Escalate Tensions With Angry Customers.
  • Provide Education On the Products
  • Bend the Rules Sometimes
  • Go Above and Beyond Expectations

24/7 Customer Support

One example of good customer service is having support available 24/7. For instance, you may have customers who only get to do focused work on their side business over the weekends. If you don’t have customer support available these days and they need help, it’s not going to be a pleasant experience for them. They’ll have to wait for you to be available on the next business day, but by then, they might have suffered losses (time and money).

Good customer service is thinking about what your customers need. It doesn’t mean that you have to work 24/7 yourself, but you need to establish a system that would allow your business to address customer concerns outside of regular office hours.

Stephen Light, Nolah Mattress

Imbibe Empathy into Your Approach

The one thing that sets a stellar customer experience aside from the rest is heartfelt empathy. Letting the customer know you feel their pain and are dedicated to coming up with the best solution instantly puts their mind at ease and more inclined to hear you out. You’re more likely to develop a strong bond towards the brand and remember their efforts long after the interaction is over. After careful reflection and identifying this common theme, we were able to implement the same approach within our customer service experience.

Harry Morton, Lower Street

13 Examples of Good Customer Service and What You Can Learn From Them (1)

Take Ownership of Mistakes

Good customer service is not just highlighting the positive aspects of the business and the products you offer. It also encompasses taking ownership of your mistakes that have caused significant trouble to the customers. When you encounter people complaining about your business, ensure you look into the situation and take proper actions. If your company is at fault, do not hesitate to apologize and correct the mistake or compensate the customers for the inconvenience.

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As a business owner, taking ownership has taught me to set aside my ego and admit that our business is not perfect. Through this, I have overcome many customer complaints and retained loyalty, as sincerely talking to people to fix their issues works better than starting an argument and being defensive.

Jake Smith, Absolute Reg

Follow-up and Ensure Repair in Each Customer Relationship

Great customer service means committing to a customer relationship with intentions to follow up and ensure repair. When our teams receive a call from a disappointed customer unsatisfied with one of our products, we must repair the customer relationship with as many follow-ups as needed. Commitment to every customer relationship separates good customer service performance from terrific performance. Each unsatisfied customer represents an opportunity to strengthen and reinforce customer loyalty with a business.

I ran our customer service department by myself for several months after launch to stress the importance of this strategy, following up and gathering feedback obsessively. Customers expect more personalized, high-quality management of their issues from the companies they support, so businesses must always put their best foot forward.

Zach Goldstein, Public Rec

13 Examples of Good Customer Service and What You Can Learn From Them (2)

Respond to Public Criticism With Solutions

My favorite example of great customer service is any time companies respond to criticism on public platforms. Many modern businesses have a customer service and marketing team that runs their social media. When disgruntled customers reach out on these platforms, many companies reply publicly and constructively. It brands them as businesses that are dependable and courteous to their customers. These companies almost always have large followings on social media and can even be a “trending topic” due to their discussions with customers.

This has taught me that providing great customer service can be advantageous for the customer and the business involved.

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David Aylor, David Aylor Law Offices

Personalize Video Messages

My best example of good customer service was a personalized video message that I received after making a first-time purchase. This was quite a large transaction, and took quite a bit of research and deliberation on my part before I finally committed. Not a day afterwards, I received a video message in my inbox from the founder of the company.

He addressed me by name, gave me more details about the company, and reminded me of the many successes that some of their past customers have been enjoying. Before signing off, he wished me well and kept the line of communication open in case I needed additional help or support. This message completely caught me off guard. It completely took care of any feelings of buyer’s remorse that I could have been feeling, and replaced them with unwavering confidence that I made the right choice. It must have taken no more than two or three minutes to film that video, but it stuck with me so well that I’ve been a repeat client of theirs for years since.

Aaron Gray, Agency 101

Invest in a System that Reduces the time Customers Wait on Calls

There are few things that give a customer more cause for frustration than being placed on a lengthy hold when trying to get in touch with your business. While a hold time of a few minutes is reasonable, some companies expect their customers to wait around for potentially hours for an agent to finally get to them. Depending on your business, the time of year and the number of agents you have available, long wait times may be unavoidable.

Many companies have implemented an option for customers to opt for placing their number in a queue and having an agent call them back, allowing the customer to hang up and go about their day. As a business owner, it is baffling to me that all businesses that are plagued with lengthy call wait times haven’t invested in this, as it is easily one of the greatest customer service improvements that a business can make. Even if it requires additional time and effort from your agents, the benefit to your customer base will be tenfold.

Anthony Martin, Choice Mutual

Listen and Give the Customer Center Stage

Early in my career I worked in customer service and was exposed to an array of different issues and problems from customers. I saw the good, the bad, and the ugly side of customers as well as customer service professionals. The best lesson I learned from these experiences was to listen first, listen second, and speak last.

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Many times I would witness bad customer service team members not letting a customer finish and cut them off, assuming they understood the entire problem. More times than not this would frustrate the customers and an effective solution could not be provided. Simply because the representative wasn’t patient enough to listen to the full issue. Just by slowing down and giving the customer center stage, a representative can alleviate 90% of the customer’s stress. Listening first, then asking a question to learn more was the key to my success in that role. Taking the extra time is always worth it.

Jeffrey Zhou, Fig Loans

Provide all the Information the Customer Needs

My best example of good customer service involves product knowledge and the ‘FAB’ formula. The ‘FAB’ mnemonic stands for “Features, Advantages, and Benefits,” and is used for an individual product to better remember its key features. For a customer who wanted a custom roof ladder for their campervan, one of our salespeople used the FAB formula to help them decide if an extender was necessary while going through products. We learned that customers prefer to have all the knowledge present in the FAB formula before they decide, and now that is one of our go-to sales techniques.

Kevin Callahan, Flatline Van Co.

De-Escalate Tensions With Angry Customers

My example is dealing with angry customers. Customers can get angry for a variety of reasons, and in all cases, something has gone wrong and you need to be the one to take responsibility for it. You need to be understanding and empathize with them to give reassurance that you’ll do your best to help them.

Listen to them. Don’t interrupt them when they are talking about what went wrong. They may appear aggressive or distressed sometimes in this step, but you need to see beyond their response and actually get to the root of the issue. Do not, however, accept threats or verbal abuse. There is a line of decency that must not be crossed.

Once you have remedied the situation, you must take the steps necessary to reduce any chances of the same situation happening again. Furthermore, call your customer back to ensure their satisfaction after the problem is resolved. This will show that you care about their experience and highly value your partnership.

Debbie Meeuws, Nature’s Arc Organic

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Provide Education on Your Products

One of the things I always liked and enjoyed is when the staff tries their best to educate you on certain topics, products, or services that they offer. As an enthusiastic customer, I want to know all the small details and fun stuff about the products I’m buying, so it feels amazing when the staff is committed to educating you about the things. This approach to customer service taught me how important it is to foster and maintain such relationships with customers, and it also helped me transfer this to my retail staff were a lot of our CBD/Hemp oil customers and enthusiasts like to learn more about the products and feel good when the staff is supportive.

Ian Kelly, NuLeaf Naturals

Bend the Rules Sometimes

Company policies are created to guide employees’ actions, but it doesn’t mean you can’t bend the rules and be creative. For me, businesses can deliver excellent customer service when they quit being by the book and start listening to their customers’ demands.

For instance, I have learned that some of our company policies are too ideal that we fail to factor in what people are experiencing in reality. We give financial advice based on our standards without considering that each customer has unique situations and may need different solutions to their problems. Because of this, we have informed our employees that our policies are not absolute. If they have good reasons, we encourage them to be brave enough to bend the rules to deliver exceptional service, ensure customer satisfaction, and boost employee morale.

Adam Garcia, The Stock Dork

13 Examples of Good Customer Service and What You Can Learn From Them (3)

Go Above and Beyond Expectations

Good customer service goes above and beyond a client’s expectations. For instance, instead of using pre-set template responses (that are often not great), the customer service rep writes a unique response and includes screenshots with arrows to make it easier for the client to solve their issue. Or, in some situations, it’s also great if they do a quick screen recording.

What I also love is when service reps say “I hope you had a good weekend” on Mondays, or “Enjoy your weekend” on Fridays instead of the usual “Thanks for reaching out” intros.

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Deian Isac, Service Provider Pro


What is a good example of good customer service? ›

To recap, this includes: Making sure you and your staff are knowledgeable about the products you sell. Being available for customer questions and responding promptly (even if it's negative feedback) Doing what you can to go above and beyond and make customers happy and feel special.

What you can learn in customer service? ›

As a skill set, customer service entails several qualities like active listening, empathy, problem-solving and communication. Customer service is used in many jobs at every level. While traditionally you might think of customer care as a service from a business to a consumer, it is also applicable within a business.

Can you give me an example of where you experienced good customer service? ›

Example 3. "When I worked for a retail clothing store, I delivered excellent customer service by placing online orders for customers who wanted to purchase products that weren't in stock at our location.

What are 6 customer service examples? ›

6 Examples of Great Customer Service
  • Customers usually know great customer service when they experience it. ...
  • Be Flexible. ...
  • Empower Employees to Solve Problems. ...
  • Root Your Team in Kindness. ...
  • Make Customer Service Your Priority. ...
  • Give the Customer Service You Expect. ...
  • Tips for Great Customer Service.
Sep 30, 2022

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.
Jan 31, 2023

What are the 5 most important things in customer service? ›

Here are the top customer service skills your representatives need, according to data.
  • Patience. ...
  • Effective Listening. ...
  • Attentiveness. ...
  • Time Management. ...
  • Willingness to Improve. ...
  • Knowledge. ...
  • Ability to Admit You Don't Have the Answer. ...
  • Thick Skin.

What are the 3 most important things in customer service? ›

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 5 values of great customer service? ›

When you demonstrate the values of accountability, optimism, authenticity, respect, trust, and communication, you can earn the loyalty of your customers.

What is the most important lesson you learn from working with customers? ›

Patience is the key to virtually understanding any situation that comes across a phone call or chat session. By taking the time to listen to a customer's needs and wants, we show them we care. Patience gives you an advantage over your competition.

What is the hardest lesson you learned about customer service? ›

5 Lessons Learned from Customer Service Failures
  1. Sometimes customers are wrong. Make it easier for them to be right. ...
  2. Taking ownership doesn't mean taking blame. It's human nature to be defensive. ...
  3. Customer service is a tough job. ...
  4. Don't forget the human touch. ...
  5. Give your agents the freedom to make things right.
Feb 7, 2016

What did you learn from your customer service experience? ›

You learn to cope with challenges and recover at a faster pace. You also get a good habit of retrospectively analyzing situations you've handled badly to come up with a better approach next time.

What is excellent customer experience? ›

According to Statista, the most important aspects of a good customer service experience are getting the issue resolved in a single interaction, a knowledgeable customer service representative, and not repeating information if a new agent is brought in.

What is a positive customer experience? ›

Positive customer experience occurs when a customer enjoys their interaction with a company, product, or service. This satisfaction leads to customer happiness and increases the likelihood of repeat business.

What is your best customer service experience answer? ›

How to answer "Describe your customer service experience"
  • Research the organization. Before your interview, research the organization. ...
  • Think about the job. ...
  • Highlight your most relevant role. ...
  • Share a specific example. ...
  • Discuss relevant skills. ...
  • Ask the interviewer a question.
Jun 24, 2022

What are the 10 types of customers? ›

What are the types of customers and their characteristics?
  • Loyal customer. ...
  • Aggressive customer. ...
  • Knowledgeable customer. ...
  • Impatient customers. ...
  • Mercenary customers. ...
  • Indifferent customers. ...
  • Undecided customers. ...
  • Dissatisfied customers.
Sep 1, 2021

What are the 8 types of customer? ›

Here are eight different types of customer service that companies can offer:
  • Live chat support. ...
  • Email support. ...
  • Self-service support. ...
  • Interactive voice support. ...
  • Social media support. ...
  • Web commerce support. ...
  • On-site support. ...
  • Telephone support.
Jun 24, 2022

What are the 4 keys to customer service? ›

There are four key principles of good customer service: It's personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience.

What are the 8 characteristics of a service good? ›

Features of Services – Top 8 Features: Intangibility, Heterogeneity, Simultaneity, Quality Measurement, Nature of Demand and a Few More. Services have some salient features which necessitate a new vision, a distinct approach and a world-class professional excellence to market effectively and profitably.

What are the 6 key elements of customer service? ›

6 Key Elements to Include in Your Customer Service Strategy
  • A Company-Wide Mission.
  • A Recruitment Process to Hire The Right People.
  • A Commitment to Ongoing Training.
  • A Customer Service Policy.
  • A Focus on Empowering Your Team.
  • An Effective Feedback Loop.
Apr 17, 2020

What 4 features are valuable for good customer service? ›

Here are the top customer service skills your representatives need, according to data.
  • Persuasive Speaking Skills. Think of the most persuasive speaker in your organisation. ...
  • Empathy. ...
  • Adaptability. ...
  • Ability to Use Positive Language. ...
  • Clear Communication Skills. ...
  • Self-Control. ...
  • Taking Responsibility. ...
  • Patience.

What are the 3 A's in customer service? ›

The three A's are for when you mess up—and that's why they're so hard for most businesses to swallow, because business people tend to like to avoid the hard part: apologizing. But here's where you get the magic formula, and it goes like this: acknowledge, apologize, act.

What is the most important skill in customer service? ›

Empathy is the ability to sense and understand the emotions of others. It's essentially putting yourself in the emotional shoes of the customer. Many will argue that empathy is the most important customer service skill out there.

What are 3 benefits of good customer service? ›

Why Customer Service is Important: 8 Reasons
  • Encourage customer loyalty. Customer loyalty is a customer's commitment to your business or to your brand. ...
  • Build a strong culture and reputation. ...
  • Get referrals. ...
  • Boost sales. ...
  • Upsell products. ...
  • Improve employee happiness. ...
  • Remain competitive in the marketplace.

What are the most important things that have you learned from your work experience? ›

7 important life lessons you can learn at work
  • Always strive to avoid stagnation. ...
  • Make connecting with others a priority. ...
  • Remember to look on the bright side. ...
  • Focus on developing and using your strengths. ...
  • Work until the work is done. ...
  • Trust in the power of failure. ...
  • Learn how to change the situation, not the person.
Feb 20, 2023

What are some things you could do to learn more about your customer? ›

This post will look at 9 ways you can become "customer-obsessed", learning from your customers at every point of contact.
  • Social media monitoring. ...
  • Ethnographic research. ...
  • Website analytics. ...
  • Blog and social media comments. ...
  • Keyword research. ...
  • Surveys and questionnaires. ...
  • Ask questions at every touchpoint. ...
  • Online communities.
Aug 1, 2016

What are the three skills that are required to understand customers? ›

Empathy, good communication, and problem-solving are core skills in providing excellent customer service.

What is your knowledge about excellent customer service? ›

Good customer service means consistently meeting customers' expectations. Great customer service is quick, easy, personalized, and empathetic. Companies that deliver excellent customer service take the time needed to understand the needs of their unique customer base.

What is the most challenging part of customer service? ›

What are the biggest customer support challenges facing companies?
  • Answer challenging customer questions.
  • Understanding customer needs.
  • Managing and exceeding customer expectations.
  • Customer request is outside of your offerings and abilities.
  • Handling angry customers.
  • Serving several customers at once.
Apr 21, 2022

Why is learning about customer service important? ›

Why Is Customer Service So Important? Customer service is important because it inspires customer loyalty and makes employees' jobs easier. This, in turn, helps businesses grow. By providing great customer service, organizations can recover customer acquisition costs, retain talent, and foster brand loyalty.

How do you answer good customer service examples? ›

When using this type of response, be sure to provide specific examples of what the customer service provider did and why it left a positive impact: “Good customer service means consistently exceeding customer expectations and going out of your way to help people solve their problems.

What makes a great customer service? ›

Principles of good customer service. Listening, understanding your customer's needs, thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more.

What are five examples of customer focused behavior? ›

8 customer-focused strategies
  • Collaborate and align departmental strategies. ...
  • Help customers feel like they belong. ...
  • Meet customers halfway. ...
  • Solicit feedback and amplify customers' voices. ...
  • Develop customer-centric values through company culture. ...
  • Find ways to connect with customers on a personal level.

What is quality customer service? ›

Quality customer service involves providing efficient, quick, and friendly service to customers as well as building strong relationships with them. It also entails responding to customers' issues in time and handling any complaints swiftly.

What are the 4 components of customer experience? ›

- To truly understand customer experience we have to understand the four components required to build one. There are archetypes, activities, interactions, and principles. An easy way to remember these is to think about the different parts of a relationship.

What is customer experience in simple words? ›

"Customer experience is the sum of all the interactions that a customer has with an organization over the life of the relationship with that company or with that brand" Annette Franz, founder and CEO of CX Journey. Customer experience (CX) focuses on the relationship between a business and its customers.

How would you describe your customer service skills? ›

Customer service skills are the skills necessary to communicate with others, solve problems, demonstrate patience and understanding, ensure customer satisfaction, and resolve customer complaints.

What is a good example of customer service interview question? ›

General and Common Customer Service Interview Questions

What does good customer service mean to you? What's the best customer service you've ever received? What do you consider to be the most important skills when providing customer service? How do you ensure you maintain good communication with every customer?

What are examples of good customer service for interview? ›

Examples of good customer service for interview candidates may include how they handled a challenging situation with an angry customer, implemented strategies to improve client relations or times they received accolades from clients or management teams for their excellent work.


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