The basic building blocks of good customer service
Posted: Thu Jan 30, 2025 8:40 am
If the quality of customer service is good, this has a positive effect on the company's image and therefore on its sales. But what do customers value most? What distinguishes good online support from mediocre or poor customer service? The following 8 basic elements make the difference.
Speed (reaction time, solution time, solution competence in the first contact)
Accuracy (correct answers, precise suggestions and constructive solutions)
Clarity in communication (simplicity, structure and trusting customer relations)
Transparency (exact information on how long a response can take at most, ideally with a justification for the time)
Accessibility (free, real-time channels such as canada gambling data WhatsApp and online chats are essential today)
Self-services (FAQs answer most of the frequently asked customer questions: help for self-help)
Friendliness and appreciation (respect, consideration, politeness and personality in ALL matters)
Efficiency (customer must feel well advised and satisfied after contacting us)
What used to be the focus of advice in a local store must now be transferred to the Internet – only better . You can tell that customer service is good when it helps you with suggested solutions and doesn't keep you waiting. If a customer is unfriendly or even unfair, a good service employee can de-escalate the situation and steer the "tone" of the conversation in the desired direction.
Competence and communication skills in focus
How competent does customer service have to be? There are no two opinions and no compromises here. Customers will only be satisfied if the customer service employees are of the highest technical and linguistic level. Sometimes it is necessary to forward a request to another employee who is responsible for the area. The ability of customer service employees to communicate plays a major role here. Nothing is more annoying for customers than a service where they receive three different pieces of information when communicating with three employees. The most successful companies use their customer service seal to show that contacting customer service can solve a problem and ensure satisfaction.
Speed (reaction time, solution time, solution competence in the first contact)
Accuracy (correct answers, precise suggestions and constructive solutions)
Clarity in communication (simplicity, structure and trusting customer relations)
Transparency (exact information on how long a response can take at most, ideally with a justification for the time)
Accessibility (free, real-time channels such as canada gambling data WhatsApp and online chats are essential today)
Self-services (FAQs answer most of the frequently asked customer questions: help for self-help)
Friendliness and appreciation (respect, consideration, politeness and personality in ALL matters)
Efficiency (customer must feel well advised and satisfied after contacting us)
What used to be the focus of advice in a local store must now be transferred to the Internet – only better . You can tell that customer service is good when it helps you with suggested solutions and doesn't keep you waiting. If a customer is unfriendly or even unfair, a good service employee can de-escalate the situation and steer the "tone" of the conversation in the desired direction.
Competence and communication skills in focus
How competent does customer service have to be? There are no two opinions and no compromises here. Customers will only be satisfied if the customer service employees are of the highest technical and linguistic level. Sometimes it is necessary to forward a request to another employee who is responsible for the area. The ability of customer service employees to communicate plays a major role here. Nothing is more annoying for customers than a service where they receive three different pieces of information when communicating with three employees. The most successful companies use their customer service seal to show that contacting customer service can solve a problem and ensure satisfaction.