Let’s face it – we’ve all experienced both brilliant and not-so-brilliant customer service. The difference is massive. Great service makes your day; poor service can ruin it. If you work in a customer-facing role, whether on the phones, in person, or online, your actions make a huge impact. Here’s the good news: delivering wow-worthy customer service isn’t rocket science, and it can even be fun! Here are six practical, down-to-earth tips to help you deliver customer service that truly stands out – the kind your customers will rave about to their friends (and maybe even their nan!).
1. Make a Brilliant First Impression
You’ve got about seven seconds to make a positive impact – so make them count! Smile (even on the phone, it comes across in your voice), greet customers warmly and use their name if you know it. Little touches show you care and set the tone for the whole interaction. In a shop, that might mean a genuine hello; in a call centre, it might be a cheerful “Good morning, thanks for calling!” Don’t underestimate the power of a friendly start – it’ll put your customer at ease and start things on the right foot.
2. Really Listen (No, Really!)
We all want to feel heard. Too often, customer service means waiting for your turn to talk – but real listening is golden. Give the customer your full attention, don’t interrupt, and use little signals to show you’re tuned in (like nodding, or saying “I see” or “Go on…”). Repeat back what you’ve heard to double-check you’ve got it right. It’s amazing how much smoother conversations go when people feel genuinely listened to. Plus, you’ll solve problems faster – and who doesn’t love that?
3. Stay Positive – Even When It’s Tough
Let’s be honest: not every customer is a delight. Some days will test your patience! But here’s the trick – keep your attitude upbeat and your language positive. Swap “I don’t know” for “Let me find out for you”, or “That’s not possible” for “Here’s what I can do”. A positive approach can turn a grumpy customer into a loyal fan. And if you need a breather, don’t be afraid to ask a colleague for help or take a quick break to reset (we’re only human, after all).
4. Go the Extra Mile (It’s Easier Than You Think)
You don’t have to pull off miracles. Often, it’s the little extras that make people smile. Maybe it’s walking a customer to the right aisle rather than pointing, or sending a quick follow-up email to check everything’s sorted. Think of it as “service with a cherry on top”. These small gestures build big loyalty. Challenge yourself: what’s one small thing you can do today to surprise a customer in a good way?
5. Handle Complaints Like a Pro
No one loves complaints, but they’re actually golden opportunities. When a customer is upset, see it as a chance to shine. Listen without getting defensive. Apologise if needed (even if it’s not directly your fault), and focus on fixing the issue. Stay calm, keep things light if you can, and always thank the customer for raising their concern. How you handle the tough moments says more about your service than anything else – get this right, and you’ll often win lifelong fans.
6. Keep Learning and Stay Curious
Customer expectations change all the time. The best customer service pros are always learning – picking up tips from colleagues, attending workshops, or simply asking customers what would make their day even better. Don’t be afraid to try new approaches. Got a teammate who’s smashing it? Ask them for their secret sauce! Sharing ideas makes your whole team stronger (and your workday a lot more interesting).
Ready to Up Your Customer Service Game?
Brilliant customer service isn’t about being perfect – it’s about being real, caring, and having a laugh along the way. Want to sharpen your skills and pick up even more practical tips? Our Customer Service Skills Training Course is packed with ideas you can use straight away, whether you’re new to the job or a seasoned pro. Find out more and book your place here – let’s make every customer’s day together!
