Ten Proven Steps to Take for Improved Customer Service

BY QDegreesPUBLISHED
Jan. 20, 2025

Rethink Your Organizational Vocabulary

When talking to your customers or about them in your organization, you must use some words that go across your organization, right? Not only customers but your staff as well, what do you call them especially those who are at the receiving end of your customers’ queries?

All these words you use create your identity in terms of how customer-centric you are and build a positive customer experience. So yes, if you want to be customer-centric, then make sure that the brand's vocabulary is not only nice to your customers but also goes with the brand. Okay, keeping nice vocabulary is understandable, but how does this brand-matching thing work?

For instance, if you have a luxury brand, then your customers expect you to give them a luxury feel. So, you must use words like ladies and gentlemen. As a Gen-Z fashion brand, your vocabulary must match their vibes—simple!

Think Bigger Organizational Goals

Think about buying an airplane. How much does it cost? Some crores? Nope, your thoughts aren't paid. You can think as high as you want, so why did you restrict them while setting up your organizational goals?

Always set your goals high, but just be careful when identifying what your goal could be. When Amazon’s founder Jeff Bezos set his organization’s goal in 1995, he had the word “Most” in it. Can you guess what the goals would be?

No, it wasn't to be the most highly valued bookseller in the world or something similar. It was to be the most customer-centric company in the world, as this is the goal that has a long-term projection and no restrictions like capping the business to selling books forever.

Let Your Employees Take Matter in Their Own Hands

Caring about your customers is indeed a great practice, but sometimes you bound your team to do so too unknowingly. And you'll agree to this, that your call centers are being run on a script if not that's good but most businesses don't give this freedom to their employees. And what happens due to this?

Firstly, the natural human tone and touch die unless your agents are good actors as well. You yourself try to read a script without looking at it; it's just like giving an oral viva. Secondly, the personalization that each interaction should have got eliminated right away.

Simplify Your Metrics Game

When it comes to measuring your business, be focused on your customers again. Measure their customer experience with simple metrics. Measuring customer experience metrics like NPS, CSAT, and CES will help you understand your customers' pain points and how your business is doing. To make it even simpler, you can use customer journey mapping to identify the touchpoints where these metrics need to be placed.

Keep Everyone Involved

See, exceptional Customer Service that can earn you great customer experience is the responsibility of all and not only you. So, don't be a rule maker at the top and assume that these rules are the only way for your customer experience management. Instead, involve everyone and tell them the basics of customer service and centricity. And for the rest, they will handle themselves as to what to do to make the customer experience better.

Make Your Brand a Story

To build an emotional connection with your customers, you need to add them to your existing story. The path that you have covered in building your brand must now have your customers in it. You can do it simply by adding your product or service’s origin story, how it developed over time due to your customers’ feedback etc.

Recruit the Learners

Now, you must have already understood how important good employees are. So let's talk about their hiring. When hiring employees, make sure to have a look, actually a comprehensive look at their attitude. Are they wanting to learn in your organization or are they already coming with an attitude of I know everything. This matters a lot because this attitude abolishes the idea of learning the company's values and ethos.

Flip the Hierarchy for Real Feedback

Get one thing, that at the C-suite level, you are not the one directly interacting with the customers. Even if you have come a long way starting from the post of a front-line worker who interacts with the customers directly, you may not know what the recent customer interactions look like. So, collect your employees’ views when crafting your customer service policies and it's not as simple as it sounds. You will actually have to validate your employees first so that they care much about keeping customers’ feedback in mind. You can do so by keeping a meeting where the employees put their words about the customers and their needs.

Keep Your Employees Happy

Creating a thriving customer experience begins with a supportive and empowering environment for employees. When organizations invest in fair compensation, growth opportunities, and motivating workplace culture, employees are more engaged and enthusiastic about their roles. This positivity naturally translates into better interactions with customers. By fostering a culture that values its employees, businesses lay a strong foundation for delivering exceptional service. A happy and motivated team is the key to consistently creating memorable and positive customer experiences.

Everything Counts

Delivering great service goes beyond having excellent employees—it requires careful planning and coordination. Every customer interaction must be designed to ensure consistency and quality. By aligning systems, processes, and environments with clearly defined service standards, businesses can empower employees to provide tailored and impactful experiences. From the first touchpoint to the final farewell, each detail should be thoughtfully crafted to meet customer expectations and leave a lasting impression. Combining strategic planning with human effort creates a seamless customer journey that builds loyalty and satisfaction.