{"id":42494,"date":"2020-04-01T00:00:00","date_gmt":"2020-04-01T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/?p=42494"},"modified":"2025-03-13T06:28:23","modified_gmt":"2025-03-13T13:28:23","slug":"good-customer-service","status":"publish","type":"post","link":"\/us\/en\/blog\/good-customer-service\/","title":{"rendered":"Good customer service: what it actually means and how to deliver it"},"content":{"rendered":"<p>Every business should deliver good customer service. Most of them probably think they\u2019re doing a decent job of it.<\/p>\n<p>But what\u2019s your company\u2019s definition of \u201cgood\u201d anyway? And more importantly, is it the same as your customers\u2019 idea of what \u201cgood customer service\u201d means?<\/p>\n<p>Actually, depending on the industry your business is in, you might have an especially hard time providing service that your customers consider \u201cgood\u201d:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7193 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image10-2.jpg\" alt=\"Graph: In your experience, how would you rate each of these industries on their customer service?\" width=\"695\" height=\"364\" \/><\/p>\n<p>Meanwhile, it\u2019s well-documented that consumers will gladly bounce to a competitor if they have a crummy experience.<\/p>\n<p>So, how can you provide stellar customer service (that keeps your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention rate<\/a> at a healthy clip)?<\/p>\n<p>Below, we\u2019ll break down exactly how to level up your business to provide outstanding customer service:<\/p>\n<ul class=\"table-of-content\">\n<li><a href=\"#What \u201cgood\u201d customer service is (the 5 key elements)\">What \u201cgood\u201d customer service is (the 5 key elements)<\/a><\/li>\n<li><a href=\"#10 ways to deliver good customer service\">10 ways to deliver good customer service<\/a><\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"69d4c6e967aae\" id=\"69d4c6e967aae\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d4c6e967aae.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d4c6e967aae.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"What \u201cgood\u201d customer service is (the 5 key elements)\"><\/a><\/p>\n<h2>What is \u201cgood\u201d customer service, anyway?<\/h2>\n<p>What \u201cgood\u201d service means is obviously going to vary from business to business.<\/p>\n<p>For example, factors such as your industry, team size, and tech stack all impact what your support looks like in practice.<\/p>\n<p>That said, there are five core principles of good customer service that every company should adopt.<\/p>\n<h3>1. Good customer service is timely<\/h3>\n<p>First thing\u2019s first, good customer service starts with a swift response.<\/p>\n<p>Unfortunately, recent <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">consumer research<\/a> says that the average customer is overwhelmingly annoyed with excessive wait times. In fact, <b>waiting too long on hold is the top complaint<\/b> for people calling a company\u2019s customer service line:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7194 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image6-5.jpg\" alt=\"Graph: Which of these aspects of calling a company's customer service line would you find &quot;very annoying?&quot;\" width=\"695\" height=\"364\" \/><\/p>\n<p>People want to be served quickly. They also want to be acknowledged by <i>someone<\/i> as soon as they submit a ticket.<\/p>\n<p>Many customer service headaches can be avoided outright simply by saying \u201cHey, we hear you, and we\u2019ll be with you soon!\u201d The longer you keep someone on hold or stuck without a reply, the more their tension and frustration is going to build.<\/p>\n<p>And if you can address concerns ASAP, this can prevent problems with your customers. It is also just good customer service in action:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7195\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-178.png\" alt=\"Barclays UK Help good customer service\" width=\"648\" height=\"477\" \/><\/p>\n<p><b>Takeaways for businesses:<\/b><\/p>\n<ul>\n<li>Acknowledge customer service requests ASAP (think: automated confirmation emails, texts, and social messages are perfect for this).<\/li>\n<li>Provide specific expectations in terms of how long it\u2019ll take for your support team to reply (think: # in a call queue or a message noting that you\u2019ll respond in # minutes).<\/li>\n<li>If you have a <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a>, reduce your hold times or implement more efficient routing so customers aren\u2019t sitting in a queue forever.<\/li>\n<\/ul>\n<h3>2. Good customer service is flexible<\/h3>\n<p>Fact: there\u2019s no \u201cright\u201d or \u201cbest\u201d <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-channels\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication channel<\/a> for customer service.<\/p>\n<p>Here are just a few common customer service methods:<\/p>\n<ul>\n<li>Phone calls<\/li>\n<li>Email<\/li>\n<li>Social media<\/li>\n<li>Video calls and screen sharing<\/li>\n<li>Live chat<\/li>\n<li>Self-service portals<\/li>\n<li>Community forums<\/li>\n<li>SMS (<a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/24-hour-tees-customer-story\/\" target=\"_blank\" rel=\"noopener noreferrer\">This T-shirt printing company<\/a> actually has a pretty genius way of using SMS to communicate with their customers about orders)<\/li>\n<\/ul>\n<p>To provide good customer service, you have to be flexible.<\/p>\n<p>Check out how companies like Shift manage to make themselves totally available to customers, highlighting frequently asked questions, a live chat option, and a dedicated contact page for email and phone support:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7196 \" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image9-3.gif\" alt=\"Shift frequently asked questions\" width=\"563\" height=\"514\" \/><\/p>\n<p>Chances are you have customers that absolutely loathe phone calls. Maybe they\u2019re do-it-yourselfers who\u2019d rather diagnose problems on their own. Alternatively, you probably have customers who need a bit of hand-holding and want to walk through problems step-by-step over the phone.<\/p>\n<p>And that\u2019s fine! Your business should ideally be open to these different channels for customer care.<\/p>\n<p><b>Takeaways for businesses:<\/b><\/p>\n<ul>\n<li>Don\u2019t treat customer questions as \u201cone-size-fits-all:\u201d explore solutions based on what your customers want versus sticking to a script<\/li>\n<li>Consolidate your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> resources in one place on-site so your customers are clearly aware of their options<\/li>\n<li>Provide resources (think: blog posts, videos, tutorials) for self-service to reduce the need for service calls<\/li>\n<\/ul>\n<h3>3. Good customer service is tailored<\/h3>\n<p>Everyone knows to be \u201cfriendly\u201d when you\u2019re working in customer service. Smile, nod, make them feel heard\u2026 but if you want to really differentiate your business, you need to take that extra step and <i>tailor<\/i> your service.<\/p>\n<p>Some companies shy away from snark and humor because they think \u201cwell our customers wouldn\u2019t like that, they\u2019d hate for us to be so flippant and casual.\u201d And that\u2019s fine\u2014if they\u2019ve done that research or gotten that <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer feedback<\/a> that says they\u2019re indeed correct. But what if your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/how-to-find-your-target-audience\/\" target=\"_blank\" rel=\"noopener noreferrer\">target audience<\/a> really enjoys memes and slang?<\/p>\n<p>Discord is a great example of a company that speaks their customers\u2019 language, often using slang, sarcasm, and meme-speak to delight their fans:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7197\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image7-76.png\" alt=\"Discord good customer service\" width=\"646\" height=\"369\" \/><\/p>\n<p>Think about your own <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interactions<\/a> when you\u2019re talking to a company. Wouldn\u2019t you rather talk to someone who\u2019s legitimately interested in what you have to say, or someone who sticks to a script with an occasional \u201cUm\u201d or \u201cAh\u201d?<\/p>\n<p><b>Takeaways for businesses:<\/b><\/p>\n<ul>\n<li>Talk like a human, not a robot: avoid jargon and corporate-speak when going back-and-forth with customers.<\/li>\n<li>Don\u2019t be afraid of small talk or getting to know your customer: <i>tailor your interaction <\/i>to the customer.<\/li>\n<li>Keep notes on customers in terms of their preferences (think: products, preferred form of contact) to prove you\u2019re legitimately listening to them.<\/li>\n<\/ul>\n<h3>4. Good customer service is comprehensive<\/h3>\n<p>Agents should be willing to walk their customers through their concerns to see them through.<\/p>\n<p>In other words, doing much more than pointing someone to a web page or telling them to \u201cturn it off and on again.\u201d<\/p>\n<p>Customer service isn\u2019t something that can be totally templated or mapped out. It\u2019s dynamic.<\/p>\n<p>Let\u2019s say someone wants to move off of a call to a screen-sharing session or they ask you to stay on the line while they troubleshoot their issue. Need to go off script or extend a call to get the job done? So be it.<\/p>\n<p>The willingness to go through these extra hoops is exactly what separates good from mediocre customer service.<\/p>\n<p><b>Takeaways for businesses:<\/b><\/p>\n<ul>\n<li>Be willing to switch customer service channels (think: from email to phone or screen sharing) based on your customer\u2019s preferences.<\/li>\n<li>Make sure that agents are familiar with your product or service to answer questions quickly and in greater detail.<\/li>\n<li>Don\u2019t panic if a customer service call goes \u201clong,\u201d as long as your customer is satisfied.<\/li>\n<\/ul>\n<h3>5. Good customer service is proactive<\/h3>\n<p>If you\u2019re only addressing customers\u2019 concerns after the fact, your agents are essentially playing defense.<\/p>\n<p>On the flip side, being proactive by predicting your customers\u2019 concerns\u2014before they snowball\u2014will help you serve them better.<\/p>\n<p>This means conducting outreach and providing resources for your customers to empower them to succeed right from the start.<\/p>\n<p>Customers should also know that they have somewhere to go if they ever do need help. For example, this email from Outdoor Voices is reassuring and signals that their support staff is available at a moment\u2019s notice:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7198\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-138.png\" alt=\"Outdoor voices good customer service\" width=\"594\" height=\"415\" \/><\/p>\n<p><b>Takeaways for businesses:<\/b><\/p>\n<ul>\n<li>Reach out to customers on a regular basis with check-ins and news to keep the lines of communication open<\/li>\n<li>Don\u2019t consider a service ticket totally \u201cdone\u201d until you\u2019ve followed up with a customer<\/li>\n<li>Make a point to reach out to customers who\u2019ve gone cold or otherwise haven\u2019t engaged with your product or business within a set period of time (think: # weeks, months, etc.)<\/li>\n<\/ul>\n<p><a name=\"10 ways to deliver good customer service\"><\/a><\/p>\n<h2>10 ways to deliver good customer service<\/h2>\n<p>Now that you know what customers want and expect, it\u2019s time to take action.<\/p>\n<p>If you\u2019re trying to figure out how to provide the best customer service, here are 11 strategies to consider.<\/p>\n<h3>1. Figure out your most common customer questions and concerns<\/h3>\n<p>Not everything related to good service is done in real time.<\/p>\n<p>By preemptively understanding common issues that your customers have, you can create self-serve resources that avoid the need for outreach.<\/p>\n<p>Hone in on these problems by looking at your existing <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/support-email\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support emails<\/a> and tickets. For example, what are most people calling about? Is there a specific question that comes up <i>all the time<\/i>?<\/p>\n<p>Check out how Dropbox\u2019s help center promotes \u201ctop\u201d articles and tutorials to address common issues:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-7199\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-3.gif\" alt=\"Dropbox\u2019s help center \u201ctop\u201d articles and tutorials\" width=\"563\" height=\"442\" \/><\/p>\n<p>This empowers customers to find answers without having to get in touch\u2014and also frees up your agents\u2019 time. In short, a win-win.<\/p>\n<h3>2. Communicate on your customers\u2019 terms and channels of choice<\/h3>\n<p>Remember what we said earlier about how many communication channels are available today?<\/p>\n<p>Your customer service delivery needs to be versatile. In turn, agents have to cover a lot of ground and need to be half-a-dozen places at once.<\/p>\n<p>That\u2019s why an <a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/omnichannel.html\" target=\"_blank\" rel=\"noopener noreferrer\">omnichannel contact center<\/a> like RingCentral is a game-changer for busy customer service teams. For example, our platform consolidates all of your digital communication in one place. If you\u2019re receiving queries from social media and email at the same time, you can see them all without leaving RingCentral:<\/p>\n<p>With features like automated routing to agents, you\u2019ll spend less time trying to figure out who to assign tickets to. The platform does the legwork for you.<\/p>\n<h3>3. Learn to prioritize your customer service questions<\/h3>\n<p>Customers all around the world will hate to hear this: not all customer concerns are the same in terms of importance.<\/p>\n<p>For example, a bank\u2019s support team should obviously prioritize someone who\u2019s dealing with possible ID theft versus someone who has a question about the account they just opened.<\/p>\n<p>If you have details about a customer\u2019s question that\u2019ll impact their immediate well-being, address those first. Not that other customers\u2019 concerns don\u2019t matter, but accepting tickets \u201cin order\u201d doesn\u2019t always make the most sense.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip: <\/b><\/div>\n<p>Features in RingCentral such as advanced call forwarding can automate the process of prioritizing customer questions. You can route calls based on criteria like caller ID information, so your most important customers aren\u2019t kept waiting.<\/p>\n<\/div>\n<h3>4. Personalize your service by logging your customer interactions<\/h3>\n<p>When your agents have a detailed customer history front and center, they\u2019re able to provide support that doesn\u2019t make the other person on the phone feel like a stranger.<\/p>\n<p>That\u2019s why having <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/best-customer-service-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service software<\/a> like a CRM is so important. It lets you log customer-specific notes and get a detailed profile that future teammates can use to provide more personalized customer service.<\/p>\n<p>Want to recommend a relevant product or feature to a customer? Trying to figure out the last time you talked with a customer? With a CRM, there\u2019s no second-guessing. To make your team even quicker on their toes, you can integrate your CRM with a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/find-best-phone-service-for-small-business\/\" target=\"_blank\" rel=\"noopener noreferrer\">phone service<\/a> like RingCentral to hop on a call with those customers in real time, right from your computer.<\/p>\n<p>For example, here\u2019s what <a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-salesforce\" target=\"_blank\" rel=\"noopener noreferrer\">Salesforce\u2019s integration with RingCentral<\/a> looks like:<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-salesforce\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-7200 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-151-1024x672.png\" alt=\"Salesforce\u2019s integration with RingCentral\" width=\"840\" height=\"551\" data-wp-editing=\"1\" \/><\/a><\/p>\n<h3>5. Establish customer service standards and expectations for your agents<\/h3>\n<p>This is especially important for new hires.<\/p>\n<p>You can\u2019t expect every agent to \u201cget\u201d your business\u2019 concept of good customer service as soon as they\u2019re hired. In fact, you need to be able to define it and communicate it.<\/p>\n<p>Again, <b>how to be great at customer service<\/b> varies from business to business. As part of your company\u2019s onboarding process, make a point to emphasize:<\/p>\n<ul>\n<li>Gaining a thorough knowledge of your product (and reference resources to help agents learn)<\/li>\n<li>The <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-apps\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service apps<\/a> that the team uses<\/li>\n<li>Detailed <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/user-persona\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer persona(s)<\/a><\/li>\n<li>A style guide that details appropriate language and tone<\/li>\n<li>Sample customer service situations and processes<\/li>\n<li><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-principles\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer service principles<\/a><\/li>\n<\/ul>\n<p>Taking the time to communicate this to new teammates will ultimately empower them to provide better service\u2014and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/improve-customer-experiences\" target=\"_blank\" rel=\"noopener noreferrer\">improve the customer experience<\/a> overall.<\/p>\n<h3>6. Reduce wait times with automated and real-time notifications<\/h3>\n<p>As we mentioned earlier, you can\u2019t dawdle if you want to provide exceptional customer service.<\/p>\n<p>That means keeping an eye on your business\u2019 notifications in real-time and following up on them.<\/p>\n<p>Thing is, many support teams are juggling multiple tools and wasting time that they could otherwise be using to solve customers\u2019 problems.<\/p>\n<p>It makes sense to have all of your notifications confined in one place. For example, let\u2019s say you\u2019re using <a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-zendesk\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk<\/a>\u2019s ticket system and you want to respond immediately to a call. Integrating with RingCentral, you can immediately dial out without having to go bounce to a different platform:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-7201\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image11-35.png\" alt=\"Zendesk and RingCentral integration\" width=\"840\" height=\"630\" \/><\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip: <\/b><\/div>\n<p>Most major customer service software has built-in integrations like this. Setting up <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/workflow-automation\/\" target=\"_blank\" rel=\"noopener noreferrer\">workflow automations<\/a> and integrations are key to speeding up your service.<\/p>\n<\/div>\n<h3>7. Talk to your customers\u2014beyond service calls<\/h3>\n<p>If you only talk to a company when you\u2019re dealing with problems, you\u2019re eventually going to associate them with headaches.<\/p>\n<p>So, your business should be making a point to reach out <i>before<\/i> the need for customer service comes up. This can be done in the form of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer surveys<\/a>, check-in calls, or \u201cjust because\u201d discounts and surprises.<\/p>\n<p>Also, consider the importance of following up with customers after a call. Pet brand Chewy is often cited as having the best customer service by customers because they regularly send out personalized follow-ups, gifts, and discounts:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7203\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image8-69.png\" alt=\"@Chewy customer service\" width=\"645\" height=\"366\" \/><\/p>\n<p>Given that most companies don\u2019t follow through to make sure their service is satisfactory,<sup>1<\/sup> the bar is low to exceed your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-expectations\/\" target=\"_blank\" rel=\"noopener noreferrer\">customers\u2019 expectations<\/a>. This is a huge window of opportunity for companies to go above and beyond.<\/p>\n<h3>8. Don\u2019t shy away from scripts and templates to save time<\/h3>\n<p>Much of how to provide <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/agile-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">agile customer service<\/a> hinges on your ability to have real-time interactions that delight customers.<\/p>\n<p>That said, there is a time and place to use templates and scripts.<\/p>\n<p>Seems a bit backward, right? Hear us out.<\/p>\n<p>Think of templates and scripts as tools, not crutches. Use them as a jumping off point, something that you can edit on the fly so that you\u2019re not always starting from scratch when talking to a customer.<\/p>\n<p>For example, many social media teams have default replies for questions that then guide customers to a real-life rep. Here\u2019s an example of <a href=\"https:\/\/sproutsocial.com\/insights\/saved-replies\/\" target=\"_blank\" rel=\"noopener noreferrer\">saved replies<\/a> in Sprout Social, for reference:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-7204\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-115.png\" alt=\"Sprout Social saved replies\" width=\"800\" height=\"520\" \/><\/p>\n<p>Using scripts and templates also creates a sense of consistency in your service that means agents don\u2019t have to \u201cfreestyle\u201d as much. Doing so makes sure that your customers are always routed to the proper channels.<\/p>\n<h3>9. Make your customer service a collaborative effort between your team<\/h3>\n<p>To be a good customer service agent, it helps if you aren\u2019t an island.<\/p>\n<p>As noted in our guide to <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service teamwork<\/a>, agents that are empowered to collaborate with teammates tend to have better results than lone wolves. <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/team-knowledge\/\" target=\"_blank\" rel=\"noopener noreferrer\">Team knowledge<\/a> is so valuable. Share it.<\/p>\n<h3>10. Actively develop your team\u2019s customer service skills<\/h3>\n<p>Learning how to provide excellent customer service is a process that takes time.<\/p>\n<p>Agents need to hone their <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-skills\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service skills<\/a>, such as empathy and active listening, as they grow in a team. If there\u2019s a rep who\u2019s struggling or doesn\u2019t have these skills right out of the gate, don\u2019t give up on them.<\/p>\n<p>Provide constructive feedback to reps via meetings and using performance data like <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-kpi\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service KPIs<\/a> that clue them in on ways to improve. Much like your customers should feel supported, companies need to share that sort of dedication and compassion when it comes to developing their employees\u2019 skills.<\/p>\n<h2>Ready to provide good customer service?<\/h2>\n<p>Good customer service doesn\u2019t happen by accident.<\/p>\n<p>Expectations are always changing and businesses have to adapt to meet the needs of modern customers. Tools like <a href=\"https:\/\/www.ringcentral.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral<\/a> can also do a lot of the heavy lifting to speed up your service and make it more comprehensive.<\/p>\n<p>Stick to the principles and get on the path to providing top-tier customer service.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<div style=\"font-size: 14px;\"><sup>1<\/sup> superoffice.com\/resources\/guides\/customer-service-benchmark-report<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Every business should deliver good customer service. Most of them probably think they\u2019re doing a decent job of it. But what\u2019s your company\u2019s definition of \u201cgood\u201d anyway? And more importantly, is it the same as your customers\u2019 idea of what \u201cgood customer service\u201d means? Actually, depending on the industry your business is in, you might &#8230;<\/p>\n","protected":false},"author":29,"featured_media":42710,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[743,402,15541,18197,18303],"class_list":["post-42494","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-customer-experience","tag-customer-service","tag-cx","tag-good-customer-service","tag-how-to-provide-good-customer-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Good customer service: what it actually means and how to deliver it | RingCentral<\/title>\n<meta name=\"description\" content=\"Level up your customer service! 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