Keys to Great Customer Service

Keys to Great Customer Service

by ActionCOACH David Beam

Customer service in today's economy is at an all time low. That means that it is relatively easy to meet expectations! And if you just merely meet expectations, you will not be building customer loyalty. The goal is to WOW customers by going above and beyond the expectation. A raving fan is someone who is so impressed and excited about their experience with you that he/she can't wait to tell others about you and your products. They become your sales force!


Consistency happens when you have a great system, and the team follows it. To follow the system, there has to be great training. When there are customer service problems, look to the system first, and then determine if the system is being followed. If not, then it is likely that the training is lacking or insufficient.

Before you go above and beyond, it is essential to consistently provide great service. It is consistency in service that provides comfort and security for customers. They know what to expect, and know they can depend on you and trust you. When service is up and down, it leaves customers with an insecure feeling and a belief that you don't care. Consistency is the foundation and basis for creating raving fans. Before you do the extra things, make sure that you are doing the basics every time the same way. Be predictable.

Once you consistently provide the basics, it is time to find creative ways to exceed the expectations. This is where you transform basic customers into raving fans. It is looking for the WOW, the pleasant surprise, the above and beyond. It says that we are excellent, and that good is not good enough.