10 Practical Tips to Improve Your Customer Service Now

10 Practical Tips to Improve Your Customer Service Now

1. Make every customer feel seen

People want to feel acknowledged. Use their name, listen attentively, and respond to their needs. When customers feel recognised, they remain loyal and recommend you to others.

Examples:

• Greeting the customer by name at the start of a call or meeting.
• Summarising what they’ve said to show you’ve understood: “So the main challenge is getting the report on time, correct?”
• Remember small details for future interactions: “I hope the project you mentioned last week went well.”

2. Slow down and listen properly

Many service issues come from assumptions. Allow customers the space to explain their situations. Listening to understand enhances rapport and demonstrates professionalism.

Examples:

• Allowing customers to finish speaking before responding, even if there’s a pause.
• Using prompts such as “Tell me more about that” or “Can you explain what happened in your own words?”
• Avoiding interruptions or jumping to solutions too early.

3. Ask better questions

Quality questions uncover the real problem. Go beyond “How can I help?” and ask questions that clarify the issue and demonstrate genuine interest. This approach deepens trust and minimises misunderstandings.

Examples:

• “What outcome would you consider to be a great result for you today?”
• “Can you walk me through what has happened so far so I can understand the full picture?”
• “What is the biggest challenge this issue is currently creating for you?”
• “What approaches have you already tried, and what were the results?”
• “What would you like to happen next?”

4. Respond clearly and confidently.

Be clear, concise, and calm. Confidence reassures customers that they are in capable hands and that your team can address their challenges.

Examples:

• Instead of: “I’ll try to get back to you soon…”
  Say: “I will review this and get back to you by 2PM today.”
• Instead of: “I think we might be able to help, but I’m not sure…”
  Say: “Here’s exactly how we can resolve this for you and the next steps we’ll take.”
• Instead of: “I’ll see what I can do…”
  Say: “Here’s what I can do immediately to help, and here’s what we’ll do if we need to take further steps.”

5. Keep your promises

If you say you will call at 3pm, make sure to call then. Being reliable builds trust and enhances customer loyalty more than any marketing message could.

Examples:

• Confirm deadlines and deliverables with the customer: “I will send the updated proposal by 5pm today.”
• If there is a delay, inform the customer proactively: “The report will now be ready by 11am tomorrow. Here’s why this happened and what steps we are taking to resolve it.”
• Consistently follow through on all commitments, even on small tasks like returning calls or emails.

6. Show empathy in your communication

Empathy is a fundamental part of emotional intelligence. It is important to acknowledge the customer’s feelings, validate their experiences, and guide them towards a solution. This approach reduces tension and encourages collaboration.

Examples:

• “I can see why this situation would be frustrating for you. Let’s work together to resolve it.”
• “It seems you’ve been waiting longer than anticipated. I understand this must be frustrating.
• Using empathetic language even in emails: “Thank you for sharing your concern. I appreciate the time you took to explain this.”

7. Equip your team to handle difficult conversations

Difficult customers are a part of business. Training your team to remain composed, establish boundaries, and engage in conversations with emotional intelligence improves outcomes for both parties.

Examples:

• Reframing complaints positively: “I understand this is frustrating. Let’s look at what we can do to fix it.”
• Setting clear expectations politely: “I will take care of this matter personally and update you by the end of the day.”
• Stay calm, listen to understand, and avoid using defensive language.

8. Focus on speed without sacrificing quality

Customers value quick responses but dislike hasty service. Effective systems, clear communication, and consistent leadership help strike a balance between speed and quality.

Examples:

• Responding quickly to acknowledge receipt of a request: “Thank you for your email. I’m reviewing this and will get back to you by 3pm.”
• Using templates for efficiency while personalising the message to demonstrate care.
• Prioritising urgent issues while maintaining attention to detail in every interaction.

9. Ask for feedback and genuinely use it

Feedback is valuable insight, not mere criticism. Encourage customers to share their experiences and demonstrate that their input matters by implementing improvements based on what you learn.

Examples:

• Sending a short post-interaction survey: “How did we do today? Your feedback helps us improve.”
• Following up on suggestions: “Thank you for your input. We’ve made this change based on your feedback.”
• Discussing feedback during team meetings and developing actionable plans.

10. Invest in your people

Customer service improves when your team possesses the tools, skills, and confidence to perform at a high level. Training builds consistency and strengthens organisational culture. Coaching develops emotional intelligence, which directly improves communication, problem-solving, and customer outcomes.

Examples:

• Regular skills sessions to practice managing challenging situations.
• Workshops on assertive communication, taking ownership, listening skills and emotional intelligence.
• Encouraging peer-to-peer coaching and sharing of best practices.

Final Words

Excellent customer service increases retention, reduces complaints, and creates advocates who actively recommend your brand. When leaders commit to developing these skills in their teams, the business sees both immediate and long-term benefits. Through coaching and training, individuals can improve their communication, emotional intelligence and confidence, all of which positively influence performance and the customer experience.

If you want your team to deliver exceptional service, my “Customer Service with Integrity and Emotional Intelligence” workshops will help them communicate with confidence, build stronger relationships, and create memorable client experiences.

Please call me on 020 8337 5937 or send an email to gary@garymorgan.coach

I deliver In-Person Customer Service Training across Surrey, Sussex, Kent, and Essex, as well as live online training nationally and internationally. 

Please find out more about my Customer Service training here.