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The key factors that give excellent customer service

The Covid pandemic gave an exponential boost to online customer service and indications are that the trend for online and telephone contact will continue – especially as the old, familiar ways are changing fast. Town and city centres are dying and so the importance of the online and telephone contact will only grow.

Here are ten key factors that will make for an excellent and customer satisfying customer service call.

  1. Empathy: understanding and relating to customers' needs and feelings.

  2. Active Listening: fully engaging with customers by paying attention to what they're saying.

  3. Patience: taking the time to listen and help, without rushing the customer.

  4. Clear Communication: using language that is easy to understand, avoiding technical jargon.

  5. Responsiveness: being prompt and efficient in addressing customer inquiries and concerns.

  6. Knowledge: having the information and resources to solve customer issues effectively.

  7. Positive Attitude: approaching each interaction with a friendly and helpful demeanour.

  8. Problem-Solving: quickly and effectively finding solutions to customer problems.

  9. Follow-up: ensuring that the customer is satisfied and checking back after the interaction has ended.

  10. Flexibility: being open to accommodating special requests or going above and beyond to meet customer needs.


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