5 Key Points of Customer Service

Posted on April 25, 2011

Talk to any business expert and they’ll tell you that customer service is one of the most important things to consider when starting up. Unfortunately, it’s also something that many businesses get horribly wrong. But, that doesn’t have to be you. Follow these 5 key points of customer service and your company can become a model for others to follow.


1. Availability

One of the most annoying things is having to wait a long time to get a hold of a customer service rep. When it takes more than 2 business days for them to respond to your email, it’s very disappointing. Unless you have a company with a big call center, you probably won’t have to worry about your customers being on hold for too long. But, when customers leave you a message, you need to make sure that you get back to them within 24-48 hours. That rule goes for email too.

2. Level of Attention

As a small business, you can afford to pay extra attention to your customer’s needs. In fact, good customer service is one reason why people opt to do business with small companies. It is very important for you to realize that a big factor in growing your business is tending to your customers better than any other company can. At the end of the day, your customers should want to continue business with you.



As seen on Forbes, Mashable,

3. Responsibility

It seems to me that companies don’t take responsibility for their actions anymore. This means that it is more important than ever to build a reputation as a good company and admit when mistakes are made on your end. I have learned the hard way that you should always admit when your wrong. And if you have employees, sometimes you’ll have to take the blame on their behalf.

4. Process

The way you handle customer questions or complaints is very important. You have to make sure it’s easy for you customers to get in touch of you. I typically recommend that companies have both a contact form and their contact info on their website. This makes it where your customers can email, call, or send you a letter (yes, some people still send letters.)

5. Quality

This one kind of sums up all of the above points. But, if you take away anything from this post, you should remember that the only way for you to build a business that will last is through a solid customer service program. Remember these highlights:

  • Respond to customer questions or complaints quickly.
  • Make sure you’re easily contactable.
  • If it wasn’t for your customers, you wouldn’t have a business – so treat them well.

What does your current customer service plan consist of?

18 Replies to "5 Key Points of Customer Service"

  • TrafficColeman
    April 25, 2011 (9:52 am)

    Listen is better then arguing with them, because if you listen to their needs then the conversation will go a lot of smoother.

    “Black Seo Guy “Signing Off”

    • Stephen
      April 25, 2011 (8:38 pm)

      Very true… Listening will make the conversation a lot quicker and painless.

      Thank you for the comment.

  • Extreme John
    April 25, 2011 (10:01 am)

    All of the tips you mentioned if put together and used properly should equate to a satisfied and happy customer. As long as you react quickly.

    • Stephen
      April 25, 2011 (8:41 pm)

      I’m glad you liked it. Thank you for your comment.

  • Dennis Edell@ Direct Sales Marketing
    April 25, 2011 (1:47 pm)

    “it’s also something that many businesses get horribly wrong.”

    YES! As it says in my about post, this is why I exist. To explain to those in direct sales, among other things, customer service is #1!

    Excellent tips.

    • Stephen
      April 25, 2011 (8:39 pm)

      Haha… Glad you liked that part.

      I’m also glad that you help business owners with this.

      Thank you for your comment.

      • Dennis Edell@ Direct Sales Marketing
        April 26, 2011 (12:16 am)

        I’ve been on the “rep” side of things. The companies know less then zero about anything beyond recruitment and sales.

  • Samuel
    April 26, 2011 (2:49 pm)

    I agree with your points! Having a great customer service will help take your business to a greater height! Most big companies don’t really pay attention to their customers and it sucks. Thanks so much for sharing. 🙂

    • William Tha Great
      April 30, 2011 (2:05 pm)

      Hey Sam,

      Its funny that you mention that, because the company pizza hut is a prime example of poor customer service. They recently adpoted a new call center that takes all the orders. The call center has really hurt their business with lack of good customer service. Many people say they don’t like calling to order their pizza anymore. Good customer service is always very important no matter how big of a company you are.

      God bless,
      William Veasley

    • Stephen
      May 5, 2011 (9:53 am)

      I totally ageree with you Samuel. Bad customer service does suck.

      Thanks for your thoughts.

  • William Tha Great
    April 30, 2011 (2:01 pm)

    Good customer service is a must in any business. When you have good customer service more people are likely to refer you to friends. It will always help in boosting your trust worthy reputation. Arguing with customers will get you no where and make you loose customers in the short and long term. There are also easy ways you can negativily effect your reputation.

    God bless,
    William Veasley

  • Gloso
    May 2, 2011 (3:14 am)

    Hi Stephen,

    Great post! I really agree that customer service is really important and it’s indeed annoying if your email hasn’t been replied for two business days! LOL 😛

    All the key points you’ve mentioned are really important and business should really consider them when working on their customer service. 🙂


    • Stephen
      May 5, 2011 (9:55 am)

      Thanks for your comment. I think that there really isn’t a reason to have customer service. A company knows when it’s bad and they chose not to fix it.

  • James Pruitt
    May 2, 2011 (1:38 pm)

    Awesome post. i totally agree with all your points. I often think customer service is one of the biggest things that people miss online. Its almost like people think because their customers cant see them that it isn’t important

    • Stephen
      May 5, 2011 (9:58 am)

      Hi James,

      That is a really good point. An example to look at is Zappos. Despite the fact that they are online, they have one of the best customer service departments in any industry.

      That is what more people need to strive for.

      Thank you for your comment.

  • Gerry @Resume Writer
    May 5, 2011 (10:11 pm)

    Sensitivity. Great customer service start with the representative putting himself in the customer’s shoes, with feeling empathy and showing empathy for the customer’s situation. THe rest is just going through the motions.

  • Monikanestory
    July 5, 2012 (9:01 am)

    can u pls tell me the important point in customer service

  • somashekhargoud
    January 29, 2014 (5:29 am)

    can you tell me difines call center

Got something to say?

Some html is OK