7 Principles of Good Customer Service
Customer service isn’t a one-size-fits-all approach. Your customer profiles and their unique needs should influence how you treat them, the channels you communicate with them on, and more. That said, there are a few universal principles you should consider no matter what. Read Part Two to see how these are applied to a cafe setting, for example.
Friendliness: This is the most basic customer need, and it’s associated with things like courtesy and politeness.
Empathy: Customer empathy is an easy way to show that you understand and appreciate their needs and circumstances.
Fairness: Individuals must feel like they’re getting adequate attention and fair and reasonable answers.
Control: Consumers want to feel like they influence the outcome of their situation.
Alternatives: Your clients want choice and flexibility from customer service—they want to know you have various options available to satisfy them.
Information: Buyers want to know about products and services in a pertinent and time-sensitive manner—too much information and selling can be off-putting.
Time: Customers’ time is valuable, and organizations must treat it as such.
If you prioritize these principles, you’ll be well on your way to delivering great customer service.