12 Ways the Best Real Estate Agents Wow Their Clients

12 Ways the Best Real Estate Agents Wow Their Clients

real estate clientsWhile good, old-fashioned customer service certainly goes a long way in impressing your real estate clients, the best agents in the business use several strategies to “wow” clients that set them apart from the rest of the competition. If you start your relationship with clients off by communicating effectively and building trust and confidence, you can take it to the next level with these simple tips.

Want to take your business to the next level and develop real estate clients who will become evangelists for your brand? Follow these useful tips:

What the best real estate agents know about wowing their clients

  1. Connect them to businesses you trust. “I’ve come to believe that connecting is one of the most important business—and life—skill sets you’ll ever learn,” says author and master networker Keith Ferrazi in his bestselling book Never Eat Alone. “Why? Because, flat out, people do business with people they know and like. Careers—in every imaginable field—work the same.” You know the community and the people in it, and you have likely built a database of local service providers, handymen, contractors, and more. Hook them up with the best professional contacts you have.
  2. Give them your business. Don’t feel obligated, but if your customers have a service you can use, why not use it? It’s a great way to deepen the relationship. This is another Ferazzi concept called “pinging.” Simply put — stay in touch. You don’t have to send out a birthday card each year, but if you need new tires and remember one of your clients sells tires — use the opportunity to connect with them.
  3. Help them network. Particularly for people who are new to the area, you can be a lifeline and assist them to get established in the community. “In the real estate business you learn more about community issues, you learn more about life, you learn more about the impact of government, probably than any other profession that I know of” said Johnny Isakson, a senator from Georgia with a 40-year career in real estate. Use your knowledge to make yourself the go-to expert. Tell your real estate clients about social groups, gyms, country clubs, Facebook groups they should be a part of, and more. Even better: Introduce them to people you know in the community.
  4. Send over dinner on moving day. The last thing people want to think about is dinner when they are trying to make their new home livable. Have a pizza, Chinese food, or some other meal delivered. To ensure you send them something they’ll enjoy, casually ask them what their favorite food is, without giving away your plans. This kind of service is what leads to more customer referrals.
  5. Welcome them home. Leave a welcome basket with a bottle of champagne and a gift card to a local restaurant, with the message “When you have finished all the unpacking, it is time to celebrate!”
  6. Offer them a tour of the community. If they are new to the area, spend an afternoon chauffeuring them around, making sure to show them all the hot spots and attractions.
  7. Provide them with a “best of …” bag. Include gift cards, pamphlets, and coupons for the best restaurants, salons, attractions, and so on in the community.
  8. Remember significant events. Send a birthday or anniversary card, a gift or a new baby, or school supplies for children starting a new school, or find some other way to recognize a big day for clients.
  9. Hire a cleaning or moving crew. Talk about taking a load off clients’ shoulders. Send somebody over to clean the home from top to bottom or offer them some extra hands to move in all their belongings.
  10. Bring in a professional organizer. In a house full of boxes, an organizer can help unpack everything strategically, so that the house is as tidy as possible when clients first move in.
  11. Offer them a basket of essentials. Load up a laundry basket with toilet paper, paper towels, cleaning supplies, sponges, hand soap, toiletries, paper plates, plastic cups and other items that clients will need in those early days of moving in.
  12. Send them to local attractions. Buy tickets to a local zoo, museum, comedy club, or other activity, or give them passes to a golf course, spa, pool or gym. Not only is that a way to say “Thank you,” but it prompts them to go out and enjoy the community.

The key to picking the perfect option? Getting to know your real estate clients. Ask questions and listen to what they have to say. A personal gift from the heart can be the perfect way to forge a long-lasting relationship—and that can lead to business now and well into the future.


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A super customer service story

A super customer service story

A super customer service story

I was told a wonderful true customer service story recently. It took place in a cinema cafe, which is extremely well-run and serves fabulous food. The staff there are all fabulous too, including one man – let’s call him Peter – who is extremely professional, kind, and brilliant at his work. One day a customer had cause to complain about something, and rather aggressively approached Peter at the counter, and demanded, “Who’s in charge here?..” To which Peter replied:

“You are Sir, what would you like?.. “

Isn’t that fantastic.

And extending the notion of questioning..

Questioning is a powerful alternative to making statements.

A good question is often much better than a defensive remark, or a counter-accusation, for all sorts of situations. Using an open question (What…?, How…? especially) is a simple and effective technique for resisting forceful or bullying pressure. Using questions, rather than statements and guesses, is also very effective for building trust, diffusing conflict, understanding situations, managing other people, teaching, training, and parenting. Traditionally, questioning is regarded as mainly a sellingskill, but it’s powerful and productive in virtually every circumstance involving human cooperation.

Anyone can be a leader – inspiring others, helping others, making a positive difference to someone or something. Leadership is most effective and easiest when it is adaptable. Explore different theories of leadership – they each offer adaptable methods, styles, etc.

What’s the most powerful rule of negotiating?…

Have an alternative.

Be able to walk away.

This simple principle is often ignored, particularly because as buyers or sellers we all tend to focus and fixate on a single option, which quickly creates a dependence on it, which produces pressure (including time/deadline) to agree a deal, which weakens our position, and strengthens the position of the other side.

Nudge theory helps us understand why we fixate on a single option, and why the apparent desirability of a single option increases.

The Psychological Contract are additionally very useful models and tools in planning and assisting others through change.

Pareto’s 80-20 Theory is very useful for problem-solving, decision-making, downsizing, optimization, streamlining, and all sorts of evaluation and change, in business, organizations, and personal life too.

Erikson’s Life-Stage Theory can be extremely helpful for:

  • Understanding yourself, and how your priorities change through life.
  • Understanding this in others.
  • Teaching and exploring this with others.
  • Understanding how to motivate and relate to people of different ages.

Acronyms are brilliant and entertaining devices which offer all sorts of opportunities to add interest and amusement – and crucially impact and memorability – to trainingwriting and presentations.

And the acronym is just one of scores of fascinating language curiosities and effects, which help bring spoken and written words to life.

Businessballs offers other useful glossaries too:

For example see the business dictionary and the glossary of common Latin terms – again these are super resources and inspiration for training and communicating in most situations.

by Alan Chapman 


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How to Respond Effectively To Questions That Angry Customers Ask!

How to Respond Effectively To Questions That Angry Customers Ask!

INTRODUCTION – Dealing with questions angry customers ask can be difficult. Not knowing exactly what to say or how to handle the situation effectively is a common fear.

You’re at work, you’re having your coffee, some casual conversation with co-workers – it’s a good day. Then suddenly, there he is – the angry customer!

How you decide to handle this situation can truly be a career-altering decision if you don’t get it right.

Is this customer going to leave angrier and more frustrated, then complain to your boss and tell every person that he knows how incompetent you are? Or, will you be prepared to effectively handle the questions angry customers ask?

Will this angry customer leave your office feeling appreciated and understood? Is he so impressed with your professionalism and ability to resolve the issue quickly that he sings your praises to his family, friends and throughout the community?

The answer for you will be determined based on your understanding and personal commitment to delivering quality Customer Service – at every opportunity. This includes having the skill-set to properly respond to the questions angry customers ask.

The following three-part series will help guide you through those difficult situations where your customer service abilities, and your patience, will be tested.

Part One – The Anger

Dealing With The Questions Angry Customers Ask

The common theme of this series is how you can most effectively respond questions that angry customers ask:

“How could this have possibly happened?”

“What is going on here?”

“Do you know what I’ve been through?”

“What am I supposed to do now?”

“What are you going to do about it?”

The irate customer may be shouting; some will be using offensive language; all will be incredibly frustrated.

An important point to remember at that critical moment is that the customer is not actually angry with you personally. It may really seem like they are – but they’re not.

The customer is experiencing many emotions. He/she feels disrespected because he perceives that no one is listening to him. He feels insecure, as if no one cares about his personal experience. He feels as if he has no control – this adds further to his frustration.

The customer’s anger is the result of all these other negative emotions. Keep in mind also that the customer may be dealing with many other difficult situations in his life, not directly related to the situation at hand – and that may be adding fuel to the fire.

Questions angry customers may throw at you may be inspired by events totally unrelated to what they appear upset about. They may be upset with their spouse, employer or whomever – and what happened with your organization was the straw the broke the camel’s back.

DO NOT argue with the customer. It will accomplish absolutely nothing. The customer is feeling injured and the pain inflicted is incredibly real to his. Any argument from you will just cement those feelings and he now has a name to attach to the drama.

Look back at our examples of the questions angry customers ask. Realize that these are the questions that you must have answers to.

Your ability to be an empathetic listener, allowing the customer to vent his frustrations without getting into an argument with him – will be time well spent.

Take good notes during his tirade to show your interest. More on the subject of listening is provided in Part II of our series.

Your focus on connecting with the client and working to resolve the issue will give you the best chance of ultimately winning him over.

By following some very simple steps, you can consistently deliver excellent customer service. In addition, you will begin to experience the personal satisfaction and accolades that come from being one of the best at what you do!

Questions angry customers ask can be scary if you are not well prepared in advance. By anticipating these questions beforehand and effectively preparing yourself, your fears will be greatly diminished.

How to Respond Effectively To Angry Customers

Part Two: Remain Calm

Dealing with angry customers will no doubt test your professional maturity. As a thoughtful leader in your field you must rise above the emotions exhibited during any conflict.

The good news is that anyone can quickly learn how to diffuse a potentially volatile situation, effectively turning a potentially volatile situation into a positive interaction.

Your ability to LISTEN to your customer will give you the insight you need to be able to empathize with their situation and determine the proper course of action.

Most importantly, listen and remain calm. Taking deep breaths as you remind yourself of what’s truly important will serve you well! Good air in, bad air out. 🙂

Bottom line, if you become argumentative it will only enflame the customer and the entire situation can quickly spiral out of control.

Being listened to is sometimes all that an angry client is looking for, and all that is needed to make the customer feel whole again. In many cases dealing with angry customers simply means “listening to them”.

Remember, it’s not so important that you uncover for the customer exactly what went wrong. The past is truly the past, and neither you nor the customer can change it.

It’s much more important to the angry customer that you understand what needs to be done to fix the issue and that you are personally committed to ensuring the situation is resolved in a timely manner. The customer seeks validation – that his issue is serious and has merit. Whether you agree with him or not, you can emphasize that you understand the issue is important to the customer.

Your automatic response when dealing with angry customers – in fact, your instinctive script, upon hearing the customers complaint should be:

“Mr. Customer, I can help you with that.”

Keep in mind that by saying these eight little words, it does not necessarily mean that you personally will fix the issue or that you even agree with the complaint. It does mean, however, that you empathize with the customer, you understand his concern and you will help him by either calling someone who can resolve the issue, or have another expert quickly contact them who will be able to help the customer.

If it’s impossible to correct the problem at that moment then you have a wonderful opportunity to shine in the eyes of the customer. Quickly take ownership and let the client know what you will do to help ensure that he does not have the same experience again in the future.

If it’s going to take some time because you need to research the issue, don’t make the customer wait. In dealing with angry customers, you must be respectful of their time. Let the customer know that you will call them by end of day and will give them an update to your progress.

Provide progress reports regularly until the issue is resolved. By communicating regularly, your customer will feel at ease that you are taking the issue seriously and that you are working hard to resolve the matter. Even if you can’t resolve the issue, the customer will at least feel validation as evidenced by your hard work.

Customers appreciate regular updates and they will be much more understanding should it take more time that originally expected to fix the problem.

Make sure the customer has your direct line and/or has the ability to easily contact you should they have a need to do so.

No doubt about it, dealing with angry customers will always be the most difficult aspect of your day. However, if you do it right, you can turn it around and be the hero.

However, if you miss the opportunity to serve the customer, someone higher in the organization will hear about it and come to you asking what happened.

Remember your instinctive response! You can always say, “Mr. Customer, I can help you with that.” Sounds nice, feels good, right?

“I can help you with that.” Ah, makes a person tingle all over, doesn’t it?

How to Respond Effectively To Angry Customers

Part Three: The Follow Up

How to response to angry customers and still save the relationship can be a delicate challenge that every manager and employee should be prepared for.

After you have thoughtfully and skillfully responded to the customer’s complaint and the problem is finally resolved, you have a unique opportunity to solidify your relationship.

After the customer has had time to calm down and see the forest from the trees, they’ll be feeling better about the fact that you pro-actively took ownership of their issue and worked hard to resolved it to their satisfaction.

In order to fully repair and even strengthen the relationship, follow up is crucial. You should make a point of reaching out to the client a week after the issue is resolved – just to make certain that there isn’t anything else you can do to assist them, and also to tell the customer once more how much you appreciate his business. This goes a long way toward customer retention.

When talking with the client during the follow up, take the time to thank the customer for their patience; tell him that you appreciate his business and urge him to call you directly if he has any further issues.

By making the effort to follow up with the client, which is a step that will not be expected by the customer, you will heighten the customer’s overall perception of you and your company. They’ll start thinking, “Wow, they really care.”

Don’t be surprised is the client apologizes during the follow up call. The customer may later regret his earlier behavior and view his initial actions as somewhat overblown.

Believing that “the customer is always right”, may not always apply. However, it’s important to begin the conversation without judgement and by making an effort to understand where the client is coming from.

Even if you don’t fully agree with the basis for the client’s complaint, it’s not important that you prove the client wrong – it’s better to prove the client “satisfied” – whenever possible.

Take a moment now to reflect on the key points related to the customer experience that we’ve outlined in this three-part series:

  • The first thing that our angry customer experienced was you taking the time to sincerely LISTEN to them.
  • The second thing you learned here was how important it is for your to TAKE OWNERSHIP AND COMMUNICATE REGULARLY with your customer.
  • And finally, you learn how important your response to angry customers is in the FOLLOW UP phase. A simple phone call to the client a week after the incident makes all the difference in securing a long lasting customer relationship.

It’s inevitable, there will always be that one difficult customer who will never be satisfied no matter what you attempt to do for them. That’s life, and to those folks – we have to feel sorry for them to some degree. Everyone has options in how they choose to walk through life. Simply wish them well and move on.

But for the other 99% of the customers who enter the doors of your business and regularly enjoy a positive overall customer experience – they will be all your business needs to grow and prosper.

Every business must remember that if you don’t treat the customer well, your competitor will. Make sure you adopt a TOTAL RESPONSE to angry customers’ strategy.

McDonald’s offers free smiles, Wal-Mart has personal greeters and Disney, well Disney employees are literally ON STAGE any time they are on Disney ground.

The great companies have great customer service because it is truly the little things that keep people coming back time and time again.

Make your place of business, a customer experience to remember! Have a full-proof response to angry customer that will help to protect your business and ensure long term success.

Authored By: Leadership Tools

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    Motivational Quotes To Kick Start Your Day

    “To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” – Douglas Adams


    If you can have the passion, then passion will carry you, it will motivate you. It will allow you to overcome the obstacles. – Ben Caballero, of HomesUSA.com 


    You’ve got to have your goal so big that you have to take huge actions to achieve it. – Mark Spain, Real Estate Broker

    The Funny Side of real Estate 

    “Please, tell me more about how you’re an expert in real estate because you watch HGTV.” -Someecards


    $1.6 Trillion Is Lost Each Year Due to Poor Customer Service – What You Can Do to Stay out of This Statistic

    $1.6 Trillion Is Lost Each Year Due to Poor Customer Service - What You Can Do to Stay out of This Statistic

    A huge $1.6 trillion is lost every year due to poor customer service! This statistic is alarming, not just because of its massive scale, but also because it’s entirely avoidable. Poor customer service has many roots, but at its most basic, it comes down to failing to understand your customers and their needs. Are there some problem customers who will always be unhappy? Sure, there certainly are. However, these people make up a tiny minority of your customers.

    Most of your customers are reasonable people who just want a good experience from your company. After all, you already did the hard part – you got them through the door and to the checkout. Now you just have to keep them happy! Easy, right? Ok, we know it’s more difficult than that, but we’re going to tell you exactly how to avoid losing money to poor customer service.

    Customer Service Statistics You Must Know in 2020

    Before we delve into how to offer excellent customer service, here are some customer statistics you should know. The purpose of highlighting these statistics is to remind ourselves why customer service is so important. Sometimes when we’re stuck in the day to day running of the business, we can forget to look at the bigger picture and remember to stay focused on the “why”. The consequences of poor customer service can be severe.

    • 90% of Americans consider customer service when deciding whether to buy from a company.
    • Acquiring new customers is between 5 and 25 times more expensive than retaining existing customers.
    • Almost 50% of Americans switched companies last year due to poor customer service.
    • Customers will spend 17% more on a company with excellent customer service.
    • Almost 80% of customers would recommend your company to their friends after a positive customer experience.
    • It takes 12 positive reviews to make up for 1 negative review!

    How to Offer Great Customer Service

    1.  Nail First Contact

    First impressions are extremely powerful. Getting your first contact off to a good start can determine how the rest of the conversation goes. You need to make a good first impression to develop a good relationship with the customer. Here’s how agents can create a great first impression on the phone or messaging service.

    • Watch your tone: Without body language, you have to try harder to convey your tone. You want to appear friendly, approachable, and confident. Over the phone, be pleasant and polite, rather than excited (this may seem fake). Over a messaging service, use a smiley face emoji in your opening message.
    • Thank the customer for calling.
    • Tell the customer your name because it helps build that relationship. It also shows that you are accountable and dependable.
    • Ask how you can help.

    2.  Actively Listen to Your Customers

    Active listening is when you concentrate on, understand, respond, and remember what the customer is saying throughout the whole conversation. Active listening builds trust and rapport with customers. Agents will also be better equipped at solving problems if they fully understand the customer’s perspective. Here’s how you demonstrate active listening in customer service:

    • Give regular verbal feedback to the customer. If the customer is explaining their problem, show them you’re listening by saying “I see”, “go on”, “what happens next”, “That must be frustrating”.
    • Don’t interrupt. Let the customer explain their issue without interrupting them.
    • Repeat the customer’s problem back to them. This shows that you were paying attention and will also ensure that you’re both on the same page.
    • Ask relevant clarifying questions at appropriate times. Don’t try to rush the customer onto the next part where you find the answers you need to solve the problem. Ask questions when it seems natural.
    • Summarise their problem and suggest a solution.

    3.  Empathize

    When customers have a problem, they often feel confused, frustrated, and lost. They are looking at the customer service agents for help with their issues. Effectively showing empathy towards your customers will have a huge effect on shaping their experience. It’s simply human nature. We all want to feel validated and understood.

    There are two types of empathy, affective empathy, and cognitive empathy. Affective empathy is when you sincerely “feel” for the other person, either through physical sensations or by becoming emotional. Cognitive empathy is when you understand someone else’s perspective and emotions. Affective empathy doesn’t play a significant role in customer service. After all, agents would find it difficult to do their job if they were constantly struck with negative emotions. It would be overwhelming. However, cognitive empathy plays a huge role in customer service and this is what we’re referring to when we say “empathy”. Agents must be able to put themselves in the customer’s shoes and understand what they are feeling. Here are some phrases you can say to convey empathy:

    “I understand how frustrating it is”

    “I’m sorry to hear that”

    “I will get this sorted for you”

    “Thank you for bringing this to our attention”

    “I’m going to pass your suggestion onto the relevant team to see if we can avoid this in the future”

    It’s also a good idea to make the customer’s problem your own. Take ownership of the problem rather than treating it like some abstract issue that you are not responsible for. You may not be personally responsible, but your company is, and you represent the company.

    4.  Provide Excellent Agent Training

    Customer service agents are almost always positive people with great communication and problem-solving skills. However, there’s always some room for improvement. The customer service agent must know exactly how to respond to customers in a range of different scenarios. They must be able to keep calm under pressure or when they encounter a unique problem. They must always be polite, even when the customer is being rude.  The best way to ensure your agents are always their best is to provide excellent quality training. Training should also be updated and added to over time. Your agents should never be done learning.

    5.  Utilize Automation

    One of the major reasons customers have a bad customer experience is because they were waiting a long time to get help. Another major reason is that the agent was not adequately knowledgeable about the product to solve the issue. Automation can help greatly here!

    You can use automation and AI in the form of chatbots to take the pressure off customer service staff. Some customers have a simple problem that needs a quick and straightforward answer. Chatbots are perfect for these customers. Why make these customers wait in a queue for longer than it would take to solve their problem? This will only make them more frustrated and dissatisfied with your company.

    You can also use automation and AI to route customers through to the most appropriate agent. For example, an agent might have a lot of experience in one element of your product or service. There might be an agent which excels at fixing technique issues. Or an agent who’s great at calming down distressed customers. Whatever skill they have, you can ensure that they are matched with the customers who need them most. This is good for both agents and customers. Agents get to do what they excel at and feel that they are making a positive difference. Customers get the problem solved quickly and effectively.

    6.  Be Solution Oriented

    When customers contact your customer service team, they are looking for solutions. They have a problem, and it’s your job to fix it. You must offer solutions as quickly as possible and check that the customer is happy with the solution. You need to get the customer on board with how you want to fix things. Sure, you might know best. You know the product better than anyone! Even so, the customer has to be engaged with your solution otherwise they won’t be happy with the end result.

    What is Bad Customer Service?

    So, we’ve covered how to offer great customer service, but can you also spot what bad customer service is? This part is crucial to avoiding poor customer service experiences.

    When You Get Bogged Down in Company Policy

    Popular publication Business Insider ran a story about a large retail company that prioritized company policy over customer service. The customer found a product they wanted, but it was priced higher in the store than on the company’s website. The customer asked the agent to match the lower price and the company refused due to policy. This story then went viral and damaged the company’s reputation.

    Company policies exist for a reason, but they shouldn’t be considered law. Agents should have the flexibility and autonomy to override company policies in situations where it might win the customer over or avoid damage to the company. If your agents are bound by restrictive and rigid policies, at some point they will frustrate customers.

    Ignoring Feedback

    Customers leave feedback for a reason. They’re not doing it because it’s their favorite hobby. They leave feedback to inspire action and inform other buyers. You should aim to respond to all customer complaints, whether that’s via your complaint form, on social media, or via reviews.

    Lack of Initiative

    It’s the agent’s job to provide a solution, not the customers. If your agents always wait for the customer to explicitly say what they want, then customers will be left feeling abandoned. Some customers know exactly what they want, but it’s still for the agent to weigh in and confidently suggest the most appropriate solution and explain why that solution will meet their needs.

    Taking the initiative is also important when it comes to proactively responding to customers online. If someone tweets you an angry message about the issue they’re having with your product, don’t just send them a stock response. This will only anger them further. Instead, create a unique response every time and try to get to the bottom of the problem. Taking things offline is always a safe option, but equally don’t be afraid to talk to customers publically, if they’re comfortable with it. This is your chance to show off how great you are at solving problems.

    Putting Customers on Hold for Too Long

    No one likes to be kept waiting! There’s no good reason to ever place your customer on hold for several minutes unless it is explicitly agreed on with the customer. If the problem is going to take a long time to fix, then organize a time the agent can call the customer back. That way the customer can get on with their day instead of waiting aimlessly.

    Using Negative Language

    Agents should be upbeat, friendly, confident, and polite. If agents use negative language, sound unsure, argue back with the customer, or suggest it’s the customer’s fault, then the customer will be left unhappy.

    Transferring Calls Too Many Times

    Customers shouldn’t be passed from agent to agent. This is especially true if you don’t have an omnichannel platform with integrated AI that will carry the customer’s ticket details through the chain of agents. If the customer has to explain their issue multiple times, they will become dejected, frustrated, and feel hopeless. Don’t let this happen!



    30 Customer Service Tips

    30 Customer Service Tips

    In this guide, you’ll learn 30 original customer service tips to step up your customer support in 2020.

    By the end of this guide, you’ll have everything you need to provide exceptional customer service. These are real-life tips to double your customer loyalty and customer retention rates!

    Did you know that companies across America lose $75 billion every year due to poor customer service?

    So it’s fair to assume:

    • Businesses that don’t pay attention to poor customer service are going to struggle in 2020.
    • World-class customer service spikes and sustains customer loyalty and customer retention rates. Thus, improving your customer reviews and ratings.
    • Exceptional customer service training will be a game-changer for both small business owners/enterprises.
    • Top-notch customer service skills will be invaluable to customer support managers.

    These four reasons are why right now is the perfect time to revisit your customer service strategy.

    Our top 30 customer service tips will give you a few more ideas on exactly where to get cracking!

    30 Customer Service Tips Backed by World-Class Support Teams:

    1.  Treat Your Customers like Gold. The Service Issue is Secondary

    Successful reps know that shoppers/customers aren’t chasing immediate resolution. They love it when:

    • The customer service representative is kind and empathetic
    • Reps are transparent and offer genuine steps to resolve the issue vs. actual resolution time
    • Agents go above and beyond to offer personalized customer service

    The WRONG way: Taking things personally

    The customer sees you as an extension of your company. Unhappy customers may make abrasive remarks. They aren’t attacking you; they’re in response to a situation.

    The RIGHT way: You don’t argue/compete, you smile and help instead

    Focus on understanding the customer’s problem and creating a positive interaction. Besides, getting defensive isn’t the most productive use of your time here.

    But, our top 30 tips won’t be useful unless you hire the right kind of people for your Customer Support team.

    2. Personalization Goes Beyond First Names

    “The golden rule for every business — put yourself in your customer’s place!” ~ Orison Swett Marden, Founder, Success Magazine

    A personal touch is the best way to let your prospects know that they are a priority. When you talk to a customer, remember their name and use it throughout the conversation.

    To show that you’re listening, mention something they said earlier. Your regulars will appreciate this personalization and will likely rave about your company.

    The WRONG way: Not valuing your customer’s time

    Your customer has a busy life, just like you do. Keep that in mind, especially when you’re initiating contact with unhappy customers. Here’s an example.

    • GOOD: “I’ll have this issue fixed for you soon. I can give you a call around noon tomorrow with an update. Or would you prefer an email?”
    • BAD: “I’ll have this issue fixed soon. You’ll receive an email update in 1-2 business days.”

    In the good example, you’re inviting the customer to either suggest a different time or opt for an email. This personal touch allows the customer some control over when you intrude on their day.

    In the bad example, you’re not allowing the customer any control over when or how they receive an update. Worse yet, you’re telling them they might have to wait two days.

    The RIGHT way: Remember your customer’s name

    This seems pretty obvious, but it still doesn’t happen as often as it should. No one wants to hear “Sir” or “Ma’am” (or worse yet, “Madam”).

    Being professional and being friendly are not mutually exclusive. So, make it a point to remember and address your customers by their name.

    Related: Why Your Customers Aren’t Giving You Referrals

    3. Lead with Positive Language and Reaction

    It’s all about how you say things. Even if you’re delivering bad news, there is a way to sugar coat it for consumers. If you’re levelheaded and serious, they will calm down as well.

    Think about when a customer is looking for an out-of-stock item. Sometimes, they become irate when they find out that a store doesn’t have what they needed.

    Rather than saying, “we don’t have that part/product right now,” turn it into a productive solution. Instead say: “It will be available next week. What is the best way to contact you once it arrives?”

    Do you see the difference? The first response is dismissive and does not offer a solution. But, the second is informative, confident, and proactive.

    The WRONG way: Stating facts

    The customer wants to change her service package, but you can’t make the change until tomorrow. Your initial response is to give the customer the facts: “I can’t change this today. I won’t be able to do it until tomorrow.”

    Below is an example of T-Mobile Austria admitting to storing passwords (sort of). They were quick to state facts about password storage, but their delivery doesn’t cut it.

    The RIGHT way: Setting expectations

    Take a quick moment to get rid of the negative words (can’t, won’t) and instead, tell the customer what you can do.

    “I’m happy to make that change for you first thing tomorrow morning.” It only takes a split second to reword your response and use positive language. This is a great opportunity to let your customer service skills shine through!

    4. Let Customers “Discover” Solutions

    If your product is tactile, make it easier for customers to discover what your product can do. If it’s more conceptual, walk them through a demo and pause for questions.

    Also, send any extra onboarding material you that may. FAQs, videos or a recording your demo will do!

    A help desk or live chat tool are other ways you can keep supporting your customers across channels.

    The WRONG way: Ignoring in-product onboarding

    Appcues data on how user retention rates drop with time.

    A lot of small business owners tend to ignore the importance of having in-product prompts. While the “build first, then improve” works, you may have a leaky bucket if your product isn’t sticky.

    Take this example from Appcues. According to them, you lose ~75% of your new users within the first week. Imagine how you could spike your customer retention rates with clear onboarding then!

    The RIGHT way: Having a strong knowledge base

    Asana does a great job of showing users helpful annotations. They also have a comprehensive knowledge base to guide current and prospective customers.

    You’ll see upsell opportunities tucked into the product without that “in-your-face” feeling. Users can browse general help topics and search for more in-depth solutions.

    Want access to 100 customer service statistics that we collected this quarter? PS. It’s not gated!

    5. Use Easy Feedback Templates

    Most customers dislike surveys especially those that involve logging into an online portal. As much as customers love to rate your products and services, they won’t do any extra work for it.

    Yet, you need their feedback to improve your customer insights.

    One way to get customer feedback is by sending emails with a link to a survey. Customers are more likely to complete studies when there is a link right in front of them to click. You’ve also got to make sure you’re asking the right questions. Another workaround could be checking off the “Include form in email” option.

    Source: Make Tech Easier

    The WRONG way: Using a complex survey/Making it hard to give feedback

    Be sure that surveys are also short, sweet, and to the point. These should take less than five minutes for customers to complete. Any longer and you risk customer disengagement or a lot of incomplete surveys.

    The RIGHT way: A short survey + incentives

    It’s also important to offer incentives to customers who choose to complete a survey. For example, Starbucks offers ten stars as an incentive for customers on completion. Or look at this Taco Bell example below.

    They enter you in a sweepstake in exchange for filling out their survey.

    Related: Why You Need a Customer Reviews Strategy in 2019

    6. Address Problems Right Away

    Addressing a horde of complaints or negative comments seems overwhelming. But, the truth is, it doesn’t have to be. There are ways of dealing with hold-ups, even if you have to tell your customers you don’t know the answer.

    The WRONG way: Assuming there are only bad questions

    Imagine your customer points out a flaw in your company’s process or a problem with a product.

    Instead of getting frustrated by how redundant or simple the question may be, offer to solve it. Remember that your customers didn’t have the same training you did.

    So, in their defense, there are no bad questions. That’s the mindset your customer service team should be in before starting their shifts.

    The RIGHT way: Put yourself in their shoes

    • Acknowledge the customer’s issue – even if you think the mistake might be on the customer’s side. Be sure the customer knows you’ve heard and understood the issue.
    • If you can solve the problem right away, do it. The old quote is famous for a reason. “Don’t put off until tomorrow what you can do today.”
    • If you can’t solve the problem immediately, tell your customer when you can solve it. When they know you’re working on a solution, even if it’s behind the scenes, it will bump up customer satisfaction.

    Related: Why Collaboration Only Happens With A Customer-Centric Culture

    7. Give Your People Power

    The biggest complaint from customer service agents is their inability to solve problems due to company restrictions or policies. Customer service professionals understand that their primary function is to handle complaints.

    But, they also need to be in a position to go above and beyond with their service. If they can’t hand out offers or incentives, that’s bound to be frustrating.

    The WRONG way: Holding back your employees in the name of regulations

    Negative experiences daily also lead to high turnover rates. This then increases customer service training costs, decreases productivity, and thus, reduces revenue. If your customer service team can make offers that don’t cost you much, then why not give them that power?

    The RIGHT way: Letting your people go the extra mile

    Ritz-Carlton is a near-perfect example of employee empowerment. Each employee may spend up to $2,000 per guest/per day to solve problems and meet their customers’ needs. Read that again – $2,000 per guest per day!

    This means the Ritz-Carlton staff don’t need to “ask a manager” or “get permission” to make things right. When they see a problem, they can address it on the spot. This is a major reason Ritz-Carlton has such a sterling customer service reputation.

    8. The Best Time to Reply was Yesterday

    Never underestimate the importance of “showing up early,” or quick replies to customers. Again, although a customer’s complaint may not be a priority, it’s important to understand that it’s #1 for them.

    The WRONG way: Waiting on resolving the issue before responding 

    Even if you respond to the customer to saying you’ve received the message and are working on it, this goes a long way.

    Responding within business hours is always the best practice. If the problem is easy to fix, that’s even better. Don’t put it off. You could miss out on making another sale right then and there.

    The RIGHT way: Clear KPIs

    Your KPIs should be specific and measurable. “We answer calls as soon as possible,” or “Email responses in order of receipt,” are a no-go!

    Set KPIs like, “Answer calls within 20 seconds,” and “Process emails within 2-hours of receipt.”

    Publish your customer service KPIs within the company and hold your team accountable. If you really want to wow your customers – share your KPIs with them too. Post them on your website so your customers know what they may expect.

    9. Pay More Attention to Your Tone

    Whether it’s to emails or chats, your tone and how you respond is even more important than with an in-person chat.

    A good rule of thumb is to craft a written message, reread it and pay attention to tone and copy twice. Read it at least twice because you can only hit SEND once!

    The WRONG way: Dismissing your customers

    If a customer service agent has a forceful or dismissive way of speaking, that can escalate fast. Practice active listening and figure out a plan to help customers right then and there.

    The RIGHT way: Would I talk to my grandma like this?

    Here’s an old customer service trick that will you with your tone. And this goes for phone calls, emails, chats or any customer interaction. Before you speak (or write) in a snippy way, ask yourself, “Would I talk to my grandma like this?”

    10. Choose the Right Reputation Management Tools

    We recently compiled a list of the best customer service examples (good and bad). The #1 thing that stands out here is how powerful your customers are on social.

    Those customer posts online can sometimes make or break your reputation. Most reputation management tools help you track online mentions — both social and otherwise. Here are Search Engine Land’s top 8 online reputation management tools you may want to check out.

    The WRONG way: Being on the defensive

    When an unhappy customer reaches out with an issue, the last thing you want to do is provoke them even more. For example, when a Dark Horse Espresso customer tweeted about their electrical outlets..

    They didn’t take it well.

    The RIGHT way: Offer help no matter what

    If there are persistent, then contact the customer directly and try to find a solution. If you reach out and offer a handful of solutions, and the customer still isn’t happy, then you have done all you can.

    At the very least, the customer can look upon your attempt as a good faith effort.

    11. Take Control of First Impressions

    It’s easy to lose touch with what customer interactions are like if you’re a CEO or manager so, check in often.

    Don’t wait for these red flags —

    • Your reps are always blaming customers
    • You notice your reps ignoring customer requests

    The WRONG way: First impressions are for long-term retention

    If you ignore first impressions, you’re already hurting your retention rates. When that’s not clear, your customer service reps may take shortcuts or not be their best selves.

    For example, this research from TARP Worldwide shows you what increases customer retention.

    The RIGHT way: Focus on body language and presentation

    Body language, smiling (even if you’re on the phone,) and a warm greeting are all key. But it doesn’t stop there. Read more about first impressions here.

    12. Build Easy-to-use Help Centers

    Redundancy destroys morale, and your customer service team is no different. If they have to solve the same problem day in and day out, they are bound to burn out.

    81% of customers attempt to troubleshoot before reaching out to a live representative. So, the most obvious route here is to build in self-service options for your customers.

    But, also make it easy for them to get in touch if they hit a roadblock.

    The WRONG way: Force customers to do something that will take you less time to do

    Imagine you called your Internet Service Provider asking about connectivity issues. Instead of looking up all your details based on your customer ID, what if they asked you to send an email?

    You’d have to dig up your ID, plan, current speed/bandwidth, etc. and then expect a resolution.

    The RIGHT way: Create a clean and easy-to-find help center

    Source: Wistia

    If you take Wistia’s help center example, you’ll see that they have:

    • Only the most essential navigation options
    • A prominent search bar
    • Visible buckets of help center guides
    • A Clear CTA to reach Sales or Support
    • The Wistia application status update

    They make it very easy for customers to find exactly what they’re looking for with their optimized UI.

    13. Drop the Fine Print

    This may be an unrealistic task for some businesses. But the last thing you want is for your customers to feel duped.

    When your customers nitpick on, say, the legalities of your contracts, don’t ask them to read the fine print. You can be sure that they think you’re trying to hide something.

    The WRONG way: Not being upfront about clauses

    Depending on your industry, there are various provisions that you may need to add in a sales contract:

    • Warranties (Express and Implied)
    • Breach of Contract
    • Confidentiality
    • Severability

    Based on your meetings with the customers, point these out if they seem concerned about any one topic. Should they sign the contract and later cancel because you weren’t up front, that’s on you.

    The RIGHT way: Make it easy for customer to review your policies

    Source: UPS Pulse of the Online Shopper survey

    Especially with e-commerce transactions, 68% of customers review the return policy before they buy. Want fewer customer service inquiries?

    Make sure shoppers can navigate your policy pages and find relevant information.

    Check out the 2020 Business Communication Report

    Actionable insights from 1,000+ professionals.Get It

    14. Use Automation ONLY Where it Makes Sense

    Everyone’s talking about automation in 2020. But customer service? You can’t automate that. At least, not every part of it!

    The WRONG way: Letting your chatbot do all the work

    Here’s an excellent example of why your chatbots might not always work. It’s cases like these when you need a secondary option for your customers to get in touch.

    Source: UX Collective

    Most chatbots today don’t have this escalation protocol according to UX Collective. This page is hilarious, BTW.

    The RIGHT way: Automate the back-end process

    Instead of automating customer interactions, try automating how your team collaborates. Most new helpdesks let customer service agents:

    • Work on the same ticket at the same time
    • Send auto-updates of open and close cases
    • See updates within in-product chats

    15. Gauge the “Last Impression”

    Once you close a customer service ticket or a sale, think about your CSAT surveys for a second.

    • Do your surveys create more “wow” moments?
    • Are you sending these surveys segmented by customer responses?
    • Do you follow up on bad customer reviews/survey responses

    The WRONG way: Forgetting about the customer after closing the customer support ticket

    This is a missed opportunity! There are plenty of tools in that market that let you nudge your happy customers to leave a review for you. Take Advocate for example.

    It connects with your Net Promoter Score tool and sends a note to your customer asking for a review.

    Advocately connects with your NPS tool and also sends updates each time a customer leaves a review.

    The RIGHT way: Use your post-sale/service surveys to introduce new features

    In business, people rarely complain about “too much customer service” or follow up. And, NPS and CSAT surveys aren’t restricted to online transactions.

    Apple, for example, sends a detailed survey after every in-store sale. What’s smart about this is that they use it also to introduce new features/offers that may not have known about:

    16. Ditch the Production-Line Type Customer Service

    People tend to hold onto bad memories than the good ones. Research backs this up too.

    That puts customer service agents in a tricky spot, right? Well, it doesn’t have to be.

    The WRONG way: Making your customers repeat their issue

    Most dated customer service organizations follow a production line type of support. So, once you escalate issues, you’ll find yourself repeating things to different reps.

    Doing this is only going to reinforce the customer’s frustration.

    The RIGHT way: Combine forces in customer support

    The best way to save time for you and your customer? Adopt customer service software that lets you collaborate on the same ticket. No more one-ticket, one-rep.

    Nextiva’s Customer Service CRM is a good example of this type of internal chat between agents.

    17. Create a User Community to Drive Adoption

    Most businesses believe community management ends with social media. We’ve all seen Twitter handles with one-sided Q&As and AMAs. What are they doing wrong here?

    The WRONG way: Having no focus with your social media community

    CMX recently released a report Community Value and Metrics where they answer these:

    • What should your community do?
    • How do you know your community is working?
    • Is your community driving the top line?

    Most online user communities start without this kind of focus. Thus, you get little customer engagement whatsoever.

    The RIGHT way: Combine support, advocacy, and product feedback

    Source: CMX

    26% of the companies use their community for customer support/success based on the report. Advocacy and acquisition are second to this.

    For example, OptinMonster’s onboarding nudges new users to join their Facebook user community. They’ve identified that their top priority here is conversations around conversions.

    Source: OptinMonster

    This kind of a laser-sharp focus drove almost 2000 active members to their user community.

    18. Want to Work on Your Empathy? Read More Fiction

    You read it right. Reading fiction makes you a nicer person according to studies.

    Heck! Even Barack Obama explained that reading fiction made him a better leader.

    The WRONG way: Not teaching empathy in your customer service training

    We’ve all been there with a customer service representative. They:

    • Run through a script with no emotion whatsoever
    • Bounce you around to other reps
    • Ask you to repeat everything. Over and over again
    • Don’t take responsibility or offer an apology

    The RIGHT way: You can’t teach empathy, but you can try!

    “We want our customers to feel like they we have their back. That’s in our philosophy.” ~ Oscar Tobar, Lead, Global Customer Support at Culture Amp.

    “We want to be there for them in the platform and meet them where they are before they come to us.” Watch this video below to learn more about Culture Amp’s approach to empathy in support.

    19. Don’t be Frugal with Your Thank Yous

    How often do you send personalized notes to customers? Do you remember their birthdays? How about when they first bought your product and have been a repeat customer since?

    The easiest way to get your shoppers to buy more and refer you is making time to say thank you. It’s that simple! The how is what makes all the difference.

    The WRONG way: Saying thank you with strings attached

    Saying thank you is not complicated. But, you can complicate things when you push for that “social share” or referral in return for your gesture.

    The RIGHT way: Get creative! Find little moments to say thank you

    There are several fun ways to say thank you:

    • Personalized videos
    • Discounts
    • Hand-written notes
    • Meeting customers in person
    • Giving them a shout-out on social media

    John’s Crazy Socks, for example, sends a thank you note with every sock order!

    Source: Twitter

    20. Have a Separate Social Media Customer Service Process

    Throughout this post, we’ve emphasized using social media to drive new sales. So, if you’re still stuck doing only post-sale customer support on social, you’re missing out.

    The WRONG way: Trying to cram both support and brand on your official company handle

    If that is the case, your support reps, PR manager, community manager, and QA all need access to your Twitter.

    You’re also going to get all kinds of tweets — refunds, billing, shipping, brand mentions. Phew! Imagine the chaos.

    The RIGHT way: Steal Spotify’s social media support strategy

    Here are the top five customer service tips you can borrow from Spotify:

    • Create a dedicated Twitter handle for all customer support questions and help.
    • Offer specific instructions to your customers. For example, “For tech queries, let us know your device/operating system. And for payment queries, drop us a DM!” says Spotify.
    • Weave in your product/service (in a cheeky way!). Spotify does this when they reply with a playlist.
    • Only let trained customer service agents reply on social media. Even consider having writing tests like Spotify does!
    • Document this process, so all your social media support reps know exactly what to do and when.

    21. Ramp Up Your Customer Loyalty Programs

    Customer loyalty programs or rewards programs are quite common in e-commerce businesses. In simple terms, these programs offer incentives to repeat/loyal customers.

    They bump up your bottom line in many ways:

    • Spike customer retention rates
    • Improve referrals
    • Decrease payback period
    • Prolong customer lifetime value
    • Drive product/service adoption

    The WRONG way: Your point-based loyalty program is confusing

    Point-based programs have been around for a while, but if you see engagement dropping, this is why:

    • You’ve added new rules and conditions that are hard to understand
    • It takes a long while to rack up points and hence, rewards
    • You don’t have smaller milestones and incentives to keep users engaged

    The RIGHT way: Create a dedicated page explaining the loyalty program

    Source: Parachute Coffee

    For example, Parachute Coffee has this dedicated page. They’ve described all the reward program in a step-by-step manner.

    Their navigation is simple and doesn’t distract. You’ll also see CTAs spread out through the page. The home page banner, too, has relevant information on shipping details in this case

    22. Fast Service May Not Always Be Ideal

    It’s true we keep touting how much speed and fast replies matter in customer service. But..if that’s your only focus, you’re compromising on other customer service metrics.

    The WRONG way: Measuring speed because it’s easy

    Seth Godin calls this the False Proxy Trap. Seth explains this is why TV advertisers measure how many people saw an ad as opposed to how it affected them.

    It’s the same within customer service too. Measuring the speed of service is easier than measuring customer satisfaction.

    The RIGHT way: Define your goal and focus on measuring that

    Say, your goal is to measure customer engagement, then tracking these might be helpful:

    • Activity time (on the app/service)
    • Visit frequency (daily/monthly etc.)
    • Core user actions

    23. Decide What Metrics Matter More: Operational vs. Organizational

    It’s important to try and measure metrics that matter most to your team. Or it’ll be data galore with little time make adjustments based on all the data you’ve tracked.

    The WRONG way: Letting operational customer service metrics outweigh the organizational metrics

    In this scenario, you’re obsessed with:

    • Ticket count
    • First response time
    • Resolution time
    • Tickets closed
    • Touchpoints per ticket

    The RIGHT way: Let your organizational metrics guide everything else

    Source: Geckoboard

    So, here your primary focus is on:

    • Net Promoter Score
    • Customer Satisfaction
    • New upsells and cross-sells
    • Customer churn

    Related: Digital Transformation Is Over: The Digital Normal Is Already Here!

    24. Move From Reactive to Proactive Customer Service

    The best customer service tips show you how to identify issues and preempt them.

    The WRONG way: Covering up service issues

    Uber’s data breach is the perfect example here. Instead of offering security measures to customers, Uber chose to be discreet.


    VintageWingnutAtHome (Monica)


    Just closed my Uber account. Uber sent me an email asking me why.


    Data. Breach. Cover-Up.#Uber #UberHack #ShareSomeGreatNews


    3:19 PM – Nov 22, 2017

    Twitter Ads info and privacy

    See VintageWingnutAtHome (Monica)’s other Tweets

    The RIGHT way: Take control of all your customer service issues

    Slack’s example here, speaks for itself. They took the initiative to clarify what’s going on, when they’ll resolve it, and that they’re working on it.



    We are working on an issue where private channels and direct messages  are missing from the quick-switcher, and the channel sidebar. Sorry for  the trouble! We’ll keep you posted on the situation here: 




    . Thanks for sticking with us

    Slack System Status

    Resources for real-time and historical information about the Slack service.



    2:12 PM – Dec 1, 2017

    Twitter Ads info and privacy

    See Slack’s other Tweets


    25. Keep Improving Your Customer Service Skills

    Most managers actively look for customer service skills before they hire. But ongoing customer service training falls on the rep as much as it does on the company.

    The WRONG way: Ignoring ongoing customer service training

    This is pretty self-explanatory this far into our top customer service tips. Most aspects of customer service are people-oriented. So, not honing these skills are going to hold you back from building a good rapport.

    The RIGHT way: Have company-wide/personal upskilling sessions

    This is easier if your customer service department enables ongoing training. If not, take it yourself to check your:

    • Communication
    • Attentiveness
    • Patience
    • Product knowledge
    • Time management and more

    26. Gamify Customer Service (OR Incentivize Good Performance)

    Gamification in customer service improves:

    • End-to-end employee engagement
    • Transparency
    • Feedback
    • Training best practices
    • Peer recognition and more

    The WRONG way: Making it too competitive

    It’s in cases like these that you can imagine reps robotically check off tasks for incentives. This goes against the core goal of such programs.

    You’ll start finding your reps gaming the system vs. benefiting from these programs.

    The RIGHT way: Nail your gamification metrics and incentive/recognition

    The metrics you track can be anything from CSAT and upsells to first response times or close times.

    Another aspect to cover is how/what your incentives here are. The usual suspects are features in company newsletters or redeemable karma points. You can get creative here!

    27. It’s Okay to Say You Don’t Know (But Offer Alternatives)

    If you were to give an outright “No” to a customer’s question, that diminishes the value of your service. Of course, you won’t always know the answers, but, it’s a 100% about how you manage the “No.”

    The WRONG way: Offering a bland “I’m sorry, I don’t know.”

    Imagine saying this, and you have the customer give you a blank stare. If you don’t offer to be helpful to a customer in need, that only frustrates them more. Thus, making your job harder.

    The RIGHT way: Focus on alternatives

    • “That’s a great question. I want to be sure I give you the right answer, so I need to double check with someone. Can I call you back?”
    • “Before I answer your question, I need to check a few things on my side. Can I follow-up with you later today?”
    • “My colleague is an expert in that area. Could you hold just a moment while I check with him?”

    28. Re-engage Your Old Customers

    By now you know that the cost of retaining current customers are lesser acquiring new ones.

    But, why do we then do such a poor job of engaging with the current customer base?

    The WRONG way: Trying to upsell without context

    You can mess this up a number ways:

    • Upselling when they haven’t been an active user
    • Pushing them to buy a product they don’t need
    • Offering discounts on a service you know they will churn from
    • Expecting them to reply just because you’ve reached out X number of times

    The RIGHT way: Combine your upsells with tip #19

    Remember how we spoke about not being frugal with your thank yous? Well, imagine you were good at maintaining a personal relationship with a customer.

    How easy would it be for you also to track their activity within your product and then offer to unlock a new feature?

    This way, they know:

    • You care about their success
    • They can get more from your product but without strings attached
    • You have earned their trust with the rapport you built
    • There is data to show that the upgrade will add value and has context

    A good example here is Amazon and how they show you other accessories that you could get with your current buy. Here, when you search for a Drybar hair dryer, they show that other buyers also bought these items with it.

    Source: Amazon.com

    This is a good way to get a buyer to consider adding these options before they check out. Because, if you got a hair dryer, chances are you need a round brush too, right?

    29. Arguing Never Led to Anything Good

    The example we have is a good one! So let’s jump right to it.

    The WRONG way: Arguing. Period.

    The last thing you want to do is argue with an already frustrated customer. And if you do end up unleashing the rage (please don’t!), Twitter’s definitely not the right place.

    Look at this example below. This customer service rep/community manager is asking for trouble with that tweet.

    Source: Digital Marketing Institute

    The RIGHT way: Diffuse tension with humor

    So, smartUSA got this tweet: “Saw a bird had crapped on a Smart Car. Totaled it.”

    To which they replied:

    Official smart USA


    Replying to @adtothebone

    Couldn’t have been one bird, @adtothebone. Sounds more like 4.5 million. (Seriously, we did the math.)


    5:48 PM – Jun 19, 2012

    Twitter Ads info and privacy

    586 people are talking about this

    Well, you can’t beat science, now, can ya?

    30. Try Event-triggered Customer Service Tips

    Ever thought of combining those cart abandonment emails to actual customer service touchpoints?

    You have plenty of opportunities to touch base with customers along a buyer’s journey. Here are a few common examples:

    • Series of follow-up emails about how to use a product after a new sale
    • Cross-sell emails/follow-ups like the Amazon example above
    • A time-based email pushing to replenish a product they may have bought earlier
    • Countdown messages, say, for a delivery

    The WRONG way: Overwhelming your customers with overlapping communications

    This is where unifying your marketing and customer service comes in handy. These scenarios we described above could be marketing messages too.

    Unify your communication not to have overlapping pushes to customers from both departments. If you do, that’s a shortcut to an unsubscribe.

    The RIGHT way: Start by mapping your customer journey

    Once you map this out, you then have more clarity on where you can reach out to customers and how. For example, how about you replace your cancellation survey with other options too?

    Source: YesInsights

    This way, you’re not only getting churn but more data to improve your product. You might even win multiple customer service awards like Nextiva.

    Want a better business phone service for your customer support team? Try Nextiva!See How

    Gaetano DiNardi

    Gaetano DiNardi is the Director of Demand Generation at Nextiva and has a track record of success working with brands like Major League Baseball, Pipedrive, Sales Hacker and Outreach.io. Outside of marketing, Gaetano is an accomplished music producer and songwriter – he’s worked with major artists like Fat Joe, Shaggy and loves making music to stay turbocharged. To get in touch, follow him on LinkedIn.