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Key Factors for Great Service

20th June 2016

Great customer service is the lifeblood of any organisation.

Without customers, you can’t survive in business – and to win and keep customers, you must treat them well.

Happy customers will in turn create more customers for you, as they spread the word about your excellent product or service.

Here are 5 key success factors to providing a positive service experience:


1. The 3 C’s

Be available. You may have the best customer service setup in the world, but if your customers can’t easily get hold of you, it won’t do you any good at all.

You must be “easy to do business with” (ETDBW).

Customers increasingly expect service to be available through as many channels as possible – phone, in person, by email and above all, on the web.

Convenience, Completeness and Control – allow customers to complete routine tasks such as account management themselves, to their own specifications.

  1. Timeliness

Customers want their questions answered quickly and problems resolved in a timely manner.

Be specific about when things will happen, and make sure they do.

Reliability is key to repeat business.


  1. Attitude

Attitude is everything.

The truth is that attitude is the choices we all make every day of our lives about a certain idea, object, person, or situation.

In the pursuit of service excellence the only choice that benefits all concerned is a positive attitude.

When customers are treated with respect, courtesy and professionalism they are most receptive to having a satisfactory outcome.


  1. Empathy

Having empathy to their situation will usually calm down the most irate customer.

You don’t have to agree with them – just show that you understand why they’re upset.

Always treat others how you would expect to be treated.


  1. Ownership

Take responsibility for the situation.

Even if you can’t fix things yourself, make sure the customer doesn’t get bounced around trying to find the right person to help them.

The way you perform in a complaint situation is one of the biggest factors dictating your word-of-mouth marketing.

Customers who are properly taken care of will reward you by selling you to their friends, family and colleagues.