Ever had a customer service experience so good that you went “WOW” because of how valued you felt? Or maybe you’ve been on the other side, trying to create a similar positive experience for your clients? Surely, anyone can tell the difference between a mediocre customer interaction and one that really stands out.
Exceptional customer service is the foundation of customer loyalty, turning one-time buyers into raving fans and brand advocates. Studies actually show that 3 out of 4 consumers are willing to spend more with companies that provide a good customer experience (CX).
Still, to give you a helping hand, we’ve prepared a list of 10 signs you should be aware of to identify if you are delivering or receiving outstanding customer service.
What does exceptional customer service mean?
Exceptional customer service is one that goes above and beyond what a customer expects a company to do for them. It is not just about resolving issues.
Essentially, outstanding service is a company’s commitment to giving the highest quality in product/service every single time, regardless of the circumstances, and creating a positive and memorable experience at every point in the customer journey.
Ultimately, you want to provide exceptional service to improve satisfaction so that it leads to a long-term relationship.
The 10 Signs of Exceptional Customer Service
1) Prompt and Proactive Communication
Fact: 31.2% of consumers want a response within an hour.
On the Delivering End: You quickly respond to inquiries, anticipate customer needs before they arise, and provide regular updates even without the customer asking for it.
On the Receiving End: You get timely responses to your questions, you are always kept informed about the progress of your issue, and you feel like the company responds even before the need arises.
Examples:
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- You receive a confirmation email immediately after placing an order.
- You proactively get updated after placing an item return request.
- You get a follow-up call after a technical issue is resolved by a customer support agent.
2) Personalized Interaction
Fact: 6 out of 10 customers expect companies to use the data collected about them to personalize their experiences.
On the Delivering End: You address customers by their name, remember past interactions and their preferences, and tailor solutions according to their specific needs.
On the Receiving End: You feel valued as an individual and not as just another transaction. You receive solutions that feel specifically designed for your situation.
Examples:
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- A support agent references a previous conversation you had.
- You receive personalized product recommendations based on your purchase history.
- A service provider remembers your preferences from a prior appointment.
3) Active Listening and Empathy
Fact: Active listening can effectively reduce misunderstandings by 40% (Worldmetrics.org)
On the Delivering End: You make an effort to truly understand the customer’s emotions and perspective, allow them to fully explain their concerns without interruption, and validate their feelings.
On the Receiving End: You feel genuinely heard and understood, rather than rushed or dismissed, and your concerns are taken seriously.
Examples:
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- A customer service representative saying, “I understand how frustrating that must be.”
- A support agent paraphrasing or repeating the customer’s problem to ensure they have grasped the situation correctly.
4) Problem Resolution (First Contact Resolution)
Fact: For every 1% improvement in FCR there’s a 1% increase in customer satisfaction and a 1% decrease in operating costs.
On the Delivering End: You empower your team to solve customer issues quickly and efficiently on the first attempt, minimizing the need to make follow-up calls or transfers.
On the Receiving End: Your problem is resolved completely in the very first interaction, without having to call back multiple times or be transferred to different agents/departments.
Examples:
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- A technician being able to fix your issue during the first service call.
- A support agent having the authority to issue a refund or process an exchange immediately.
5) Transparency and Honesty
Fact: 73% of consumers are okay with paying more for products from brands that guarantee full transparency.
On the Delivering End: You set realistic expectations upfront, admit mistakes openly and honestly, and clearly communicate any limitations or potential challenges to the customer.
On the Receiving End: You trust the information provided by the company. There are no hidden fees, surprises, or misleading promises.
Example:
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- When you inform a consumer about potential delays beforehand
- A customer receiving an honest explanation if a particular request cannot be fulfilled, or being clearly told about all costs involved.
6) Going the Extra Mile
Fact: A majority of agents (86%) and mobile workers (74%) say that customer expectations are higher than ever before.
On the Delivering End: You exceed the customer’s basic service expectations by offering unexpected help, providing additional value, or surprising customers with delightful gestures.
On the Receiving End: You feel pleasantly surprised and receive more than what you initially anticipated from the company.
Examples:
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- Personalizing an order by attaching a handwritten thank-you note.
- A technician offering extra tips for maintaining a product.
- A restaurant providing a complimentary item to compensate for a slight inconvenience.
- A server offering a free cake on the occasion of your birthday.
7) Seamless Multi-Channel Support
Fact: Omnichannel service increases CSAT to 67% and companies that use it see increased revenue of up to 15% and customer loyalty of 35%.
On the Delivering End: You provide a consistent and unified customer experience across all communication channels (phone, chat, email, and social media). All your support agents have access to the customer’s full interaction history regardless of the channel used.
On the Receiving End: You are able to switch between different communication channels without having to repeat your information or details of the issue every time there is a switch. You experience the same level of quality and efficiency on all platforms where you connect with customer service.
Example:
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- A customer starts a conversation via online chat, and the conversation seamlessly continues over a phone call with the agent, who is already aware of the chat history.
8) Feedback Mechanisms and Improvement
Fact: 68% of consumers leave a business when they feel that a company doesn’t care about them.
On the Delivering End: You actively collect customer feedback through surveys, reviews, and other channels. You take the feedback seriously and, if necessary, make the changes based on the consumer’s responses.
On the Receiving End: The company gives you opportunities to share your opinions and suggestions for improvement. Tangible changes or improvements are made because of your feedback.
Examples:
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- A customer receives a follow-up survey after a service interaction.
- A company responds to online reviews and addresses concerns made by consumers.
- Introducing new features or services based on user suggestions.
9) Knowledgeable and Resourceful Staff
Fact: 31.70% of consumers say that a support agent’s knowledge and awareness of customer interactions is integral to a great customer experience.
On the Delivering End: You ensure that your employees are well-trained, have a deep understanding of your products and services, and know where to find the answers to customer inquiries.
On the Receiving End: You get accurate and helpful information quickly. You are not passed around to multiple people for answers. You have confidence in the expertise of the staff handling your query.
Examples:
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- An employee is able to answer complex technical questions on the spot.
- A customer contacts an insurance company by email asking for a duplicate of the policy, and a support staff member calls back, verifies the customer information, and responds to the email with the policy copy.
- A call support agent efficiently guides a customer through the account setup process.
10) Post-Service Follow-Up
Fact: If there is no proper follow-up, 65% of consumers develop a negative perception of a company.
On the Delivering End: You actively follow up after service delivery or problem resolution to ensure customer satisfaction and address any subsequent issues that may arise.
On the Receiving End: You feel cared for and supported even after the initial transaction or issue has been resolved.
Example:
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- A customer receives a follow-up call or email a few days after the cable connection is installed to ensure everything is working correctly and that they are satisfied with the service.
Time for the Takeaway
The ten signs we’ve listed actually show what exceptional customer service looks like out in the real world. With things like quick replies, personalized interactions, empathy and active listening, first-call resolution, transparency, etc., you can greatly improve the customer experience and sense of loyalty.
Every business has a signature way in which they go the extra mile for customers. Some companies ensure that someone is always on the receiving end when customers get in touch, through 24/7 contact centers. Or they may provide call center support in multiple different languages to cater to customers in their native tongue. Others might get more personal, like sending thank-you notes with every order or sending a gift voucher to customers on their birthday.
In any case, assess your current service standards against these ten customer service signs. Identify areas where you are doing really well and areas where you need to improve. Exceptional customer service is more of a journey than a destination, and the benefits can be witnessed on many fronts.
Take inspiration from our list, put your own spin on things, and truly “WOW” your customers and see what results they bring.
