Customer service is a profession that everyone thinks they understand, but few truly master. Great customer service is not about responding the fastest, smiling the widest, or knowing the most scripted phrases. It is about people, customer experiences, and the ability to treat every customer with respect, curiosity, and a touch of patience, even when the conversation is close to boiling point.
After many years working in customer service, support, and customer success, I have learned that the most important principles of great customer service are surprisingly simple. The challenge lies in living up to them, especially when things get busy, the customer is frustrated, or the situation is complex. That is why I have put together my own version of the 10 Commandments of Great Customer Service.
1) Thou Shalt Listen More Than You Speak
You were given two ears and one mouth for a reason. Most problems begin to solve themselves when people feel heard.
2) Thou Shalt Show Genuine Empathy, Not Rehearsed Sympathy
People can tell the difference. Understanding how someone feels will always be more powerful than simply saying, “I understand.”
3) Thou Shalt Know What You Are Talking About
Product knowledge is confidence in disguise. When you do not know the answer, be honest about it and find out.
4) Thou Shalt Respond Before the Customer Has to Follow Up
The time between a customer’s question and your response is the true measure of their patience. Respect is often measured in minutes.
5) Thou Shalt Solve the Customer’s Problem
Avoid focusing on who is to blame. Fix the problem instead. That is why the customer contacted you.
6) Thou Shalt Remain Polite, Even When Things Heat Up
People may forget what you said, but they will remember how you made them feel.
7) Thou Shalt Remember That the Customer Is a Human Being
A customer is more than a case number, a support ticket, or an order. Systems help you stay organized, but they should never dictate how you treat people.
8) Thou Shalt Be Clear, Not Technical
Skip the jargon, acronyms, and internal terminology. Communication is about being understood, not about impressing people.
9) Thou Shalt Give More Than Expected
That little extra effort is often the difference between a satisfied customer and a loyal customer who comes back and recommends you to others.
10) Thou Shalt Never Stop Learning
The best customer service professionals understand that great customer experiences are built through continuous learning. Feedback is free consulting. Use it.
