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What are the characteristics of exceptional customer service?

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Posted by Your Guide on October 13, 2005 12:10 PM

Consider your own experiences as a customer?what are the companies that left you with a good taste in your mouth? More importantly, how did they do that? Exceptional customer service is a matter of learning the ingredients that make up that good taste.


  • General social skills: The things most parents teach their children are the same habits needed for exceptional customer service. Smile. Say please and thank you. Introduce yourself and ask what you can do to help. Start your customer service on the right foot by simply being considerate and friendly.
  • Flexibility: Demonstrate to the customer that you are willing to do whatever it takes to satisfy him. If you are unable to solve the problem via a standard method, offer alternatives, even if it is not the one that makes you the most money.
  • Listening: Don?t assume you know what a customer needs; rather, take time to listen the customer?s request. From time to time, ask questions and/or make notes to clarify that you completely understand what the customer is saying.
  • Make lemonade out of lemons: One major hotel chain allows employees company money to spend on apology gifts for customers following company mistakes. Many restaurants offer free food if you are not satisfied with your meal. Emphasize your willingness to rectify the mistake, and turn a potentially troublesome situation into a shining moment of customer service.

These are just few characteristics of exceptional customer service; there are many more. At its heart, customer service is simply a matter of serving the individual customer, so it is always important to demonstrate to the customer that you (and you represent the entire company) care about the needs and wants of that individual.



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