12 Examples of Exceptional Customer Service

Updated 24 April 2024

Good customer service is essential for customer retention and loyalty. Whether it's in person or online, there are always opportunities for good customer service. Everyone in your team must collaborate to provide the best possible customer experience. In this article, we discuss 12 good customer service examples within different industries.Related: What Is Customer Service? (With Duties, Skills and Tips)

12 good customer service examples

Below is a list of 12 good customer service examples we put together:

1. Greet the customer warmly

A customer named Grace has started visiting her local café every Sunday for a takeaway coffee. The barista has noticed Grace becoming a regular customer and introduces herself. Each Sunday when Grace comes in the barista greets her by name and asks if she wants her usual coffee order. This makes Grace feel noticed. One Sunday Grace comes in and leaves her dog tied up out the front. The barista exclaims how cute Grace's dog is and asks what the breed is. Grace feels happy that the barista showed interest in her dog, so she decides to bring her friends there for brunch next Saturday.This is an example of how to make an impression on a customer by paying attention to them as individuals. If it is appropriate, you can make small talk with your customers, especially your regulars. You can look for shared interests or give compliments (remaining appropriate). Make sure you are genuine as people can often tell if you are not.Related: How to Start a Conversation (With Examples)

2. Know your product

Carla works in the fragrance section of a department store. When the store is quiet she spends her free time reading about each perfume. She also does her own research on ingredients. When customers come in she can answer all their questions and offer reliable suggestions. This is impressive and customers respond well to Carla. She gets praised by customers on social media and develops regular customers.Carla uses her time well to learn about the products she is selling. This is impressive to customers and management. It is important to know about the goods you are selling. If a customer asks a basic question that you cannot answer, it may deter them from purchasing. If you are not sure how to research the products in your store then ask a manager for information.

3. Take customer complaints as learning opportunities

Tony recently purchased an expensive pair of shoes from a retail store. Within three weeks the sole was starting to come apart. He returned to the store to complain. Rebecca, an employee of the store, responded to Tony with empathy. She agreed that the shoes should be replaced free of charge. Tony feels understood and appreciates Rebecca's understanding. He returns to the store as a regular.This example is an opportunity to build trust with a customer. Rebecca offered an apology and a solution. Tony felt heard and respected, therefore creating a bond between employee and customer.Read more: What Is a Feedback Loop and Why Is it Important to Use?

4. Find opportunities to excite your customers

An ice cream shop is trialling a new flavour and an employee suggests a free giveaway. The owner likes the idea and implements it. Many customers are thrilled about the chance to receive a free tub of ice cream and post about it on their social media channels. This provides exposure to the business and increases their engagement.A surprise like this is a great way to build brand loyalty. Customers will remember the time they were given free ice cream and continue coming to the shop (perhaps in the hope it will happen again). You may like to offer suggestions to management of promotional ideas you have. This demonstrates initiative and promotes the use of your customer service skills.Related: How to Build Brand Association: Plus Types and Benefits

5. Accommodate your customers

Georgia works in the packaging department for an online boutique. She is responsible for sending out packages as the store gets orders. She receives an email from Joe who has purchased a shirt that he wants to receive by that weekend. Georgia decides to offer Joe free express shipping to ensure it will arrive on time. Joe is very grateful and writes an email to Georgia's boss to praise her.Georgia has shown good customer service by accommodating Joe's request. She was not obliged to do it but decided it would benefit the company. By doing so she has been given praise which her boss has received. She has also probably helped with customer retention, as this man is likely to purchase from the store again.Related: Satisfied Customers: Their Importance and How to Track Them

6. Follow up with customers

A pilates studio instructor decides she should check up on new clients after they attend their first class. She does this by sending an email out to each client after their first session. She asks if they enjoyed the class, if they found it challenging, and feel sore. She also offers remedies to help with muscle soreness.Customer service can extend beyond the walls of a business. This instructor is creating customer bonds by checking up on them. The customers probably feel grateful to receive this email. It means they are more likely to return and/or promote the business to their friends. It also demonstrates good initiative which management appreciates.

7. Create a comfortable customer experience

Bec works at a bookstore, she notes there are no chairs provided for customers. Bec suggests to the owner that they create a ‘reading corner’ for customers. She also suggests daily readings for customers to enjoy. The owner is thrilled with the idea and sets it up. The store starts receiving more customers and retaining regular customers.Take note of how the store you work in looks and feels. If you have ideas to improve the store then suggest them to your manager. They will likely be pleased to see that you care about the business and want to see it succeed.Related:

8. Offer prompt customer support

Geoff works at ABC Removals. He is a customer support worker. He's in charge of answering email and phone inquiries. Geoff makes sure he responds to each inquiry within 24hrs. This pleases customers as they do not have to wait around for days for a quote. They are more likely to book in with ABC Removals.It is important to answer customer enquiries quickly. If a customer feels ignored they are not likely to book a service with you. If you endeavour to answer each customer quickly they will feel like you respect their time.Related: What Is Customer Support vs Customer Service? (Plus Tips)

9. Remember your customers

Josie works at a skin clinic. She has a list of regular clients. Josie makes sure she remembers each of their names and what they discussed at their last appointment. This means she can ask them questions that relate to their lives. This makes her clients feel special because she is making an effort to remember them as individuals.By remembering a discussion you had with a customer, you can create a more personalised experience for them. The customer will feel like you care about them on a deeper level. It means you can personalise each visit.

10. Ask for feedback

Peter works as a waiter at an Italian restaurant. He decides to ask his manager for feedback on his customer service skills. He takes note of his manager's suggestions and puts them to use on his next shift. This improves his knowledge and pleases his manager.Feedback is an opportunity to learn. If you never ask questions then it is hard to improve your skills. It is important to seek feedback where you can.Related: How to Handle Receiving Feedback (Step-by-Step Guide)

11. Go above and beyond

Chris is hiring 100 champagne wine glasses from STAR Event Hire for his wedding. When Chris is setting up the glasses, he breaks one. On the hiring contract, it says broken equipment must be paid for by the customer. Chris rings STAR to let them know and ask for a replacement. Paul answers the phone and says not to worry and even offers to drop over the replacement glass at the wedding venue. Chris is so relieved as it saves him time and money. He feels very grateful and leaves STAR an excellent online review.When possible, go above and beyond for a customer. It is excellent for reviews and word-of-mouth advertising. It makes customers feel gratitude towards the business and are therefore more likely to recommend it to their friends.

12. Offer personalised knowledge

Jane works at a men's suit store. She has a customer come in who needs a suit for an event in a few weeks. Jane offers him suggestions, such as tie and shirt combinations. She spends time styling the man's outfit. The customer feels so grateful as he doesn't usually wear suits and was unsure what to purchase.Jane has created a great customer experience for this man. By offering advice and personal styling knowledge she has made him feel comfortable. It is important to make your customers feel at ease when they are outside their comfort zone.Related: How to Write a Customer Service Cover Letter in 5 Steps

Qualities needed to provide good customer service

To provide good customer service you will need certain skills. Here are three core qualities of good customer service:

Personalisation: create genuine appropriate relationships with your customers. It makes your customer feel appreciated and more likely to return.
Time management: be prompt with your service. Whether it's an online inquiry or an in-store question, you should be as quick as possible.
Good attitude: try to remain professional and polite with all your customers. Respond to complaints with empathy rather than defensiveness.