good customer service experience essay

Essay on Customer Service Experience

Students are often asked to write an essay on Customer Service Experience in their schools and colleges. And if you’re also looking for the same, we have created 100-word, 250-word, and 500-word essays on the topic.

Let’s take a look…

100 Words Essay on Customer Service Experience

Understanding customer service experience.

Customer service experience is about how a business treats its customers. It’s about making customers feel important and valued. Good service means quick and helpful responses to questions or problems. It’s about making sure the customer is happy.

The Importance of Good Customer Service

Good customer service is important because it helps businesses grow. When customers are happy, they keep coming back and they tell others about their good experience. This can lead to more customers and more sales for the business.

Ways to Improve Customer Service

Businesses can improve customer service in many ways. They can train their staff to be polite and helpful. They can also use technology, like websites and apps, to make it easy for customers to find information or get help.

Impact of Bad Customer Service

Bad customer service can hurt a business. Customers who have a bad experience may stop buying from the business. They might also tell others about their bad experience, which can damage the business’s reputation.

250 Words Essay on Customer Service Experience

What is customer service experience.

Customer Service Experience is about how a company treats its customers. It’s about how happy or sad a customer feels after buying a product or service from a company.

Why is it Important?

Customer Service Experience is very important for a company. If customers are happy, they will buy more from the company. They will also tell their friends about the company. This will help the company make more money.

Parts of Good Customer Service Experience

A good Customer Service Experience has many parts. First, the company must listen to the customer. They must understand what the customer needs. Second, the company must be nice to the customer. They must treat the customer with respect. Third, the company must solve the customer’s problem. They must make sure the customer is happy with the solution.

Bad Customer Service Experience

A bad Customer Service Experience can make a customer very sad. The customer may not want to buy from the company again. They may also tell their friends not to buy from the company. This can make the company lose money.

In conclusion, Customer Service Experience is very important for a company. A good Customer Service Experience can help a company make more money. A bad Customer Service Experience can make a company lose money. So, companies should always try to give their customers a good Customer Service Experience.

500 Words Essay on Customer Service Experience

Customer service experience is the feeling a customer gets when they interact with a company. It’s all about how a company treats its customers. This can happen in person, over the phone, or online. The goal is to make the customer happy and satisfied. Good customer service can make people feel valued and want to come back. On the other hand, bad customer service can make people feel upset and not want to do business with the company again.

Customer service experience is very important for a company. It can make the difference between a company’s success and failure. When customers have a good experience, they are more likely to buy more products or services. They might also tell their friends and family about the company, bringing in new customers. If customers have a bad experience, they might stop buying from the company and tell others about their bad experience.

Elements of Good Customer Service Experience

There are several things that make up a good customer service experience. First, the company needs to listen to its customers. They need to understand what the customer wants and needs. Second, the company needs to be responsive. If a customer has a problem, the company needs to fix it quickly. Third, the company needs to be polite and respectful. Treating customers with kindness can go a long way.

How can Companies Improve Customer Service Experience?

There are many ways a company can improve its customer service experience. One way is to train its employees. Employees need to know how to handle different situations and how to treat customers well. Another way is to use technology. Technology can help companies track customer complaints and see how they are resolved. This can help them learn from their mistakes and do better in the future.

Impact of Online Customer Service Experience

Online customer service experience is becoming more and more important. This is because many people now shop online. Just like in a physical store, customers want to have a good experience when they shop online. This means that the website needs to be easy to use. It also means that the company needs to respond quickly to any problems or questions. If a company can do this well, it can attract and keep more customers.

In conclusion, customer service experience is a crucial part of any business. It can greatly affect a company’s success. Companies need to work hard to provide a good customer service experience, both in person and online. This will help them keep their customers and attract new ones.

That’s it! I hope the essay helped you.

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Customer Service Experience: Definition, Tips, & Examples

Your company's customer service experience can make or break your relationship with your customers. Most businesses start to panic as soon as anything goes awry with a product, assuming that they'll begin to immediately lose customers with every outage or issue.

However, the fact that bad stuff happens isn't the problem: It's how you deal with it. That's where providing an excellent customer service experience comes in. You can turn a bad day into a good one by dealing with customer questions and issues effectively.

Here's how to create an excellent customer service experience that can win over any customer.

What is customer service experience?

Customer service experience is how customers feel when they get help from your company. Are they satisfied with the response they received? Did they get a timely answer? Was it frustrating to contact you? All of these aspects and more combine to become the customer service experience.

Providing an excellent customer service experience is essential for the success of your business. HubSpot found that "93% of customers are likely to make repeat purchases with companies who offer excellent customer service." Glance reports that 78% of customers have backed out of a purchase they had previously committed to due to a poor customer service experience.

Fortunately, customers are pretty transparent about what they want when they need help. Following the steps below, you can develop a customer service experience that wins over customers.

Inspiring customer service experience examples

Before we get into the details of how your company can build an excellent customer service experience, let's look at a couple examples of what happens when you get it right.

BarkBox goes head and tails above and beyond

When Melissa's dog Cricket managed to chew his way through a BarkBox toy meant for heavy chewers, she was upset. Cricket got sick from ingesting pieces of the toy, resulting in a hefty veterinarian bill — not to mention a sad pup!

But when Melissa contacted BarkBox, they completely turned the situation around. They immediately refunded her money, sent a new super-chewer toy, and apologized. But they took it even one step further.

Showing concern for the health of Cricket, they asked to see the veterinarian bill and reimbursed Melissa directly. Now she's a delighted customer.

"I have been very impressed with the way they have handled the whole situation. They have been very compassionate and fair and wanted to make sure they did everything possible to ensure Cricket was OK. Thank you BarkBox for stepping up and taking care of this."

The post on Facebook has been shared over 78,000 times and has over 100,000 likes! Not only is Melissa a happy customer, but other pet owners also know that BarkBox is a great company to purchase from.

Source Audio beats expectations

When Reddit user hekabip had a hardware and a software issue with their new guitar pedal, they contacted Source Audio through a form on the company's website. Then they sat back to wait, expecting a response in two or three business days.

Instead, Source Audio responded within 20 minutes, accurately troubleshooting the software issue and shipping out a replacement part for the hardware issue.

"The point is they just really did a great job addressing my issue fairly and timely," said user hekabip.

They posted their experience on Reddit, and other users added their own great Source Audio stories. This kind of advocacy is invaluable, especially on a subreddit targeted at guitar players.

How to create an excellent customer service experience

There's a common misconception that you can break down customer experience into three key components: discovery, engagement, and delivery. While that may be true at the most basic level, those things need more individualized attention if you hope to create memorable, meaningful experiences like the ones above.

1. Ask for customer feedback

When providing a great customer experience, only one opinion matters: the customer’s. Even if you think you're doing everything right, if the customer isn't satisfied with the service, they won't continue to do business with you. Gathering business feedback from your customers is the best way to help shape and improve your customer experience — not only does this make current customers feel heard, but it also enhances the product to attract future customers better.

The best way to determine if you're meeting your customers' expectations is to ask them!

Customer satisfaction (CSAT) surveys are a straightforward way of asking your customers for their opinions. After each customer service interaction, a survey is sent to the customer requesting feedback on the support they received. Most CSAT surveys also include a follow-up question asking for more detail.

Beyond CSAT — a great way to understand customer needs at the transactional service level — NPS (net promoter score) is a solid indicator of how engaged a customer is with your brand.

Responses to these surveys show you where you're missing the mark when trying to meet your customers' needs. If you're responding too slowly, your tone doesn't sit right with the customer, or you haven't fully resolved their issue, they will let you know.

2. Offer different methods of communication

If you ask ten different customers how they want to contact you, you might get ten different answers. From email to phone to messaging platforms, customers correspond with businesses in an unprecedented number of ways.

Customers believe having options is an integral part of a good customer service experience.

NICE inContact found that "90% of consumers are more likely to consider doing business with a company that offers multiple ways to communicate." Furthermore, when CMO Council asked customers which channels they expected businesses to offer, a large number of customers expected to see at least the following five channels :

Email (86% of respondents)

Telephone (65%)

Website (53%)

In-person (48%)

One glaring omission from this list is social media: a channel that is growing in importance as crucial customer demographics shift. Social media support differs from website or app support in that it is very immediate and public — mistakes your team makes are immediately evident and hard to recover from.

Though the channel can be tricky, ensuring that your team knows when it’s time to bring a support conversation to a more private venue, such as direct messaging , can help provide a better customer service experience on social.

You may also want to consider implementing a multichannel support strategy. Multichannel allows your customer to switch quickly from one channel to the other with minimal effort — from social media support to email or phone support, for instance. This can be made easier by using support software that integrates with the social media platforms your customers prefer.

When you're able to offer more options, your customers have a better experience.

The Complete Guide to Getting Started with Social Media Support

Discover the benefits of supporting customers on social and get the tools you need to set a social media support strategy in motion.

3. Make it easy to get help

Sometimes the best customer service experience is the one that you don't even notice. We call these " boring customer service stories ." They don't sound like much, and often we don't even remember that they happened.

But customers don't want to have to jump through hoops to get help. In fact, 96% of customers who've had a high-effort experience report being disloyal in the future (compared to just 4% of customers who found it easy to get help).

It's easy to put up barriers between you and your customers through complex contact forms, policies, and escalations. Removing any obstacles can help provide a better experience.

Here are a few ideas on how to get started:

Create a helpful knowledge base that customers can search to help themselves.

Make it easy for customers to contact you through in-app support like live chat , and include your contact information in easy-to-find locations .

Find ways to eliminate restrictive policies that make customers work harder to change their accounts.

Self-service is a great way to empower your customers to get their answers without even needing to talk to a human, but it can be alienating for some. Make it easy for your users to find any self-service functionality you have and get additional assistance if self-service doesn't work for them. Nothing creates a worse experience than trying to provide something smooth and easy and having it be more challenging work — like needing to reach out to support after spending time searching through a help center article.

4. Respond quickly

No matter what study you look at, a quick response tops the list of what customers require for a good service experience. SAP Hybris found that 52% of customers chose quick replies as the most critical attribute of good customer service. In a Forrester study, 77% of customers responded that valuing their time is the most important thing a company needs to do.

There are several ways that you can help to decrease response time:

Hire additional staff

Work with a BPO (business process outsourcer)

Implement chatbots

Create self-service options

Utilize an AI to suggest documentation

These options, especially bots, can be incredibly impactful, but they can ruin a customer’s experience if something goes awry. Always implement functionality with your customer experience in mind. Don’t build something out just to make it easier for your team members to respond quickly — they also need to respond correctly and considerately.

Your customers don't want to wait around for help. Focus on reducing first reply time and making sure your customers feel like a priority. It's one of the most important things you can do to provide excellent customer service .

5. Build a culture of caring

Ultimately, providing a great customer experience comes down to the people. If the employees in your company aren't engaged and motivated to care about customers, any other initiatives will fall flat.

In PwC's Future of Customer Experience survey , 80% of Americans identified friendly service as one of the most essential elements of a positive customer service experience.

But even beyond being friendly, building a customer-centric culture has a ripple effect across all decisions. To create a culture of caring:

Build customer-centric culture questions into your hiring process. How have candidates improved the lives of their customers in the past? How do they respond to an angry customer in sample interactions?

Consider launching whole company support to shrink the distance between customers and internal employees. When everyone has a chance to hear how their actions impact customers, they become more customer focused in their day-to-day work.

6. Create multiple touchpoints

The point when your customers reach out to your customer service team isn't the only time they will consider when thinking about the experience you've provided. Attention to detail should be woven throughout multiple touchpoints within the customer journey.

Here are some touchpoints you might consider:

When a user first visits your site.

When they first create an account.

When they add a new user.

When they pay for a subscription.

Purchase anniversaries

The customer journey is super important to the customer experience. Ensure that you are hyper-focused on customer experience as you craft each step of their journey. If you provide an excellent customer service experience but they have a terrible time trying to purchase, all your hard work will be for nothing!

Develop a customer service experience worth shouting about

Your customer service experience can save the day when customers run into trouble. By providing quick, helpful service that gets your customers back on their feet, you can create brand advocates for life.

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Sarah chambers.

Sarah is a customer service consultant and the founder of Supported Content . When she’s not arguing about customer service, she’s usually outdoors rock climbing or snowboarding. Follow her on Twitter to keep up with her adventures.

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Good customer service definition, best practices, and examples

What is good customer service?

I like that LiveAgent provides such close support to our team, never leaving our agents without a reply. Also, they care about their customers and provide close interactions. Happy customer review

I really love the quick, responsive and helpful customer service given by LiveAgent. They have always gone above and beyond in answering questions, without leaving you waiting for hours or days trying to DIY it yourself. Satisfied customer review

7 key elements of good customer service

6 benefits of good customer service, customer insight and market understanding.

Software solutions like LiveAgent can also be valuable in delivering excellent customer service. LiveAgent combines ticketing, live chat, call center , and social media management capabilities into one platform, enabling businesses to centralize customer interactions and gain a comprehensive overview of customer needs. Its robust reporting and analytics features provide valuable insights that can be used to optimize customer service operations and improve customer satisfaction .

Building customer loyalty

Higher customer lifetime value, positive word of mouth and referrals, faster problem resolution, enhanced employee satisfaction, 7 qualities of good customer service, 1. responsiveness, 2. speed and efficiency, 3. competence, 4. consistency, 5. professionalism and courtesy, 6. convenience, 7. being proactive, 6 tips to deliver top-notch customer service, implement self-service options, offer omnichannel support.

A great way to provide this level of support is by implementing a solution like LiveAgent help desk software . With LiveAgent, your customer support team can easily manage all the customers interactions from one universal inbox instead of switching between multiple platforms and losing track of all the customer inquiries.

Streamline with a ticketing system

LiveAgent offers a ticketing tool that can help you organize all communications and keep any customer communication in one ticket thread. You can also create internal tickets that are only visible by other team members. You can use them as notes, reminders, or share important information with your colleagues to facilitate collaboration.

Practice active listening

Show gratitude and appreciation.

By expressing gratitude, whether it is through a personalized thank-you note or a simple verbal acknowledgment, you create a memorable and positive customer experience. This can lead to increased customer loyalty and advocacy because it makes the customer feel valued for choosing your business. Customers who feel appreciated are more likely to become repeat customers and recommend your business to others, driving growth through positive word-of-mouth.

Train and empower your team

Inspire your team, 5 real-life excellent customer service examples.

Zappos is an online retail company that is known for its exceptional customer service through Twitter. Their customer support team actively engages with customers, resolves issues, answers queries, and offers timely assistance in a friendly and helpful manner.

Another great way to show your customers that you care is by offering random acts of kindness. It doesn’t have to be anything big. The important thing is listening to your customers, what they want or need and act on it. One example of a brand that does this well is Lego.

Another example of great customer service is Apple. With their diverse range of products, Apple has revolutionized the tech industry and gathered a devoted following worldwide. But that’s not all! Not only does Apple provide great products, they also set the bar high when it comes to their customer service by offering a personalized approach to technical support.

Uber is a transportation and ride-hailing platform that revolutionized the way people travel by connecting riders with drivers through a mobile app. With its competitive pricing and extensive availability, Uber has become a popular choice for individuals seeking reliable and efficient transportation services.

With a focus on offering affordable and stylish solutions for everyday living, IKEA has gained worldwide popularity. More than that, it is a popular store for individuals and families to spend their free time at.

You are one step closer to excellent customer service

Frequently asked questions, what are the 5 must-have qualities of support reps, what are the most common mistakes that negatively influence effective customer service, what is the role of feedback in improving customer service, how can you provide outstanding customer service using liveagent, what is excellent customer service in bpo.

Find out why it's important to calculate customer lifetime value models and what to do next to help your eCommerce website.

Learn tips on how to drive a high level of engagement through personalization and build long-lasting relationships with your customers.

Customer service is an interaction between customer and service provider. CS helps people solve their problems and it builds relationship with customers.

Take your customer service from good to great with our 5 strategies for repeat orders and watch your business grow rapidly.

You will be in Good Hands!

99 Customer Service Essay Topic Ideas & Examples

🏆 best customer service topic ideas & essay examples, 👍 good essay topics on customer service, ❓ customer service essay questions.

• Customer Service Field: Internship Experience I learned how to handle customer requests and complaints and forward them to the responsible staff at the bank. Each day of the internship period in the customer service section was often coupled with a […]
• Customer Service in Restaurants It can be quite frustrating to make a customer wait for a certain meal only to deliver the wrong one to them. We will write a custom essay specifically for you by our professional experts 808 writers online Learn More
• FedEx Customer Service Malfunction The micro issues include poor tracking and follow up of the lost package, inadequate feedback to the client on the status of the package, and uncoordinated responses to alterations in customer delivery requirements.
• Customer Satisfaction and Service Proper customer service, which is the act of providing services to the customer during the whole transaction process, is important for the success of every business.
• Zappos: How Excellent Customer Service Can Drive Growth The company believes that the right corporate culture is the foundation of exceptional customer service. According Tony, zappos is a company that is committed to delivering happiness to all the stakeholders.
• Toyota Company Customer Service Through the company’s quality products, Toyota has built a bank of goodwill that will enable it to maintain customer loyalty in the long-term.
• The Importance of Empowerment in Customer Service Management Customer service employees are in a better position to respond to the needs of customers because of their grassroots experience. Empowerment enables employees to follow the ideals and strategies of their organization in their interactions […]
• Customer Service and Its Value in Companies The top leaders of companies must realize that they have a duty to not only meet the needs of the customers, but also to work hard to exceed the expectations of the customers.
• Ryanair’s Customer Service The company exploits the fact that customers are concerned with company core products, service delivery and the company’s image. In addition, the company maximizes on its product delivery service with respect to the level of […]
• Customer Service Situations The price on the marking label was not the same as the price in the check. Describe a customer service situation where the customer won at the expense of the service provider.
• The Mount Rundle Hotel’s Customer Service Failure The difference in the price of the same service on two different websites indicates that the hotel is not keen on customer services.
• Burger King: Satisfying Customer Needs In response to the recent obesity trends in the US as well as in other countries, Burger King has started to adjust its menu.
• The Mount Rundle Hotel: Customer Service Failure Moreover, the hotel is not committed to offering quality services to its clients, and that is why nobody is concerned that guests do not have adequate toiletries in their rooms.
• Flow Charts in Customer Service Problem Solving For solving the problems that arise in the customer service environment as well as improving the processes an organization uses, it is very important to understand what is done in the company at every stage.
• Apple Inc.: Customer Service The continuous innovation of the company has led to its capture of the music industry with the creation of iTunes and the Apple Store.
• Restructuring Customer Service Department at Wall-Mart In addition, the consultant should be ready to face resistance on the part of the managerial staff and personnel; The role of the manager will include Controlling the availability of resource and device the exact […]
• Customer Service Improvement Plan for Shopee Pte. Ltd. Role What do they do Who Change Sponsor The CO and the MGD will assess expenses to improve the complaint/refund processes to reduce the average dispute resolution time (Trustpilot, n.d.). Improving Shopee’s hotline service, including new tools, workforce expansion, and processes for investigating lost package cases without delay, will be considered (Trustpilot, n.d.). In collaboration […]
• Competent Customer Service in Business The customer is the principal value for any enterprise, and every company should improve the quality of products and services to provide the necessary level of assistance.
• A Customer Service Position: A Job Description The skills required for a customer service position also vary depending on the company, but some common skills are typically required and, thus, must be included in the job description.
• Outsourcing Customer Service for Axe Co. To avoid congestion at the headquarter premises To avoid workload for human resource and finance department To improve quality of customer service, support To promote the company’s awareness by partnership To provide quality customer […]
• United Airlines Firm’s Customer Service Problem Complexity stands for the interconnection of the yield management system and the absence of actions to do in crises, such as overbooking.
• Aspects of Customer Service In this progression, the association needs to distinguish why the things need to change, and on the off chance that individuals in the association are not fulfilled, it would be hard for the association to […]
• Saudi Airlines: Excellent Airline Customer Service Strategic branding is what the airline management has put in place to ensure that better services are delivered to the customers.
• Northwestern Memorial Hospital: The Customer Service Model The management of the hospital then uses the collected feedback to improve the manner in which its staff handles customers. The second way in which the adopted customer experience model of the hospital benefits the […]
• Recommendation on Customer Service This department is the one which can significantly improve the quality of services provided as it is a mediator between the client and the hospital’s employees.
• Functioning of the Customer Service in AL Baraha Hospital The customer service in Al Baraha Hospital is based on the principle that the well-being of the patients should be the top priority for medical workers and administrators.
• Healthcare System: Customer Service The overall objective of this action was to defraud the public through false claims submitted to the Government by the company.
• Customer Service Improvement Project at Qatar National Bank Evaluation Hayes and Wheelwright’s 4-Stage model is a conceptual tool meant to evaluate the project with the extent of how its operational contributions improve the company’s competitiveness.
• Defending Public Service Values in a Customer Service Age Regardless of the propagation and persistence of requests concerning the process of serving customers, the relationships between the public and the organizations that provide services are impacted by the performance expectations and public priorities.
• Richard Branson’s Customer Service Secrets It is exceptionally true when the competitors in the sphere of action are huge companies with billions of assets. The majority of big businesses’ owners are usually isolated from the employees and the customers in […]
• Managing Customer Service for Abissnet Company The main purpose of this report is to develop strategies, which will help to improve the overall quality of customer service in the company Abissnet.
• E-Business: Evaluation of Customer Service The Customer service page of the site http://www.drsfostersmith.com/general.cfm is quite exhaustive in that it offers all that a customer requires to know about his pets in regard to caring for them and about the different […]
• Effective Customer Services and Common Customer Services Customer services are a very important matter to be considered in any business and it is equally difficult to handle. The fact is customer’s can never trained to be better customers than what can a […]
• Customer Service Award for Excellence The main motive for the creation of this prize is the need to critically evaluate organizations working in the sphere and outline the most effective approaches and models that are used to create excellent customer […]
• Excellent Customer Service: Models and Implications Furthermore, regarding the fact that the majority of companies recognize this idea, the need for the creation of long-term relations with customers and their loyalty becomes the only possible way to win the rivalry.
• Customer Service Seminar: Project Proposal The major group to whom the project is intended is the executives and employees of Bank of America who deal with the customers. The sponsor of this project is Bank of America.
• Atrium Health: Key Service and the Role of the Customer Service Department The customer receives reports and updates, as well as reminders and messages, which facilitates the communication process and helps the person to remain aware of the state of their health.
• Customer Service: Quality and Protection It is important to note that the differences do not relate to the number of individuals involved in the purchase or consumption of the product.
• Telefónica’s O2 Brand Marketing and Customer Service O2 is the trademark used by Telefonica U.K. Limited and one of the largest telecom companies in Europe. It is part of the global telecommunications group Telefónica S.A.
• Customer Service Representative Training Evaluation The expected outcome of the survey comprises of the strengths and weaknesses of the content of the training session and evaluation of instructors who lead this training session.
• Customer Service Representatives’ Training Program The seminar is aimed at re-emphasizing the duties of the CSR team and the value placed on them. It is intended to enable trainees to note the most appropriate and applicable communication skills in client […]
• Business Communication in Customer Services It is also important to note that effective business communication promotes employee retention strategies, which in turn reduces the rate of labor turnover within an organization.
• Best Food Superstores’ Customer Service Policy The problem is in the system’s weaknesses when the price on the label does not match the actual price fixed in the main computer at the cash desk, and the consumer should get or not […]
• The Importance of Customer Service in Healthcare The location of the training was the Brooklyn Hospital Center, and the presenter was the Nurse Educator. Since the professional background of the audience was nursing, the subject was clinically relevant, and the nurses could […]
• Touchpoints in UAE Government Customer Service Delivery A recent report published in the article by Ahmed indicates that the United Arab Emirates is ranked in the 21st position globally and the leading country in the Arab world in terms of citizens’ level […]
• Hondwreck Partsheaven Project Plan: Inventory and Customer Service As a seller of car parts and a provider of wrecking services, Hondwreck Partsheaven is looking to improve the quality of the provided services, optimize the inventory processes, and optimize the overall performance of the […]
• Customer Service Representative: Organizational Structure The method is usually simple to undertake, the HR manager will collect adequate information in a timely manner, and it reveals the aspects of the targeted position that might not be captured by the other […]
• Customer Service Representatives’ Training The training program must also address the service orientation attitudes and skills of the CSRs because they are not able to apply their knowledge on registration steps for effective delivery of services.
• Customer Service in the UAE Banking Sector What are the dimensions that have affected the level of service quality the most in UAE Islamic banks? Jabnoun & Khalifa carried out a research study on the dimensions of service quality that affect the […]
• Sonic Drive-in: Customer Service Communication The personnel in the store had to shift from the automated communication system in the ordering station to a manual system that threatened to slow down the delivery of foods to the clients.
• Customer Service Conflict Management Strategies The key difficulty is, therefore, to find out what type of customer the support is dealing with and, thus, to choose the appropriate strategy to calm him/her down.
• The Customer Service Perspective: Balanced Scorecards In the opinion of business administrators, these metrics can throw light on the experiences of customers and their assessment of the company’s performance.
• Jordan’s Restaurant Customer Service The level of cleanliness within the restaurant, warm greetings the choice and preference of where to seat made the whole experience lively.
• Customer Service as a Part of Business Strategy The use of the term “customer service” requires delineation to ensure that there is not confusion with other aspects of customer care in the business. The important issue in regards to the definition of customer […]
• Improving Customer Service in a Nigerian Musical Instrument Company The research questions guided the development of the questionnaire and in turn, the specific questions in the questionnaire dealt with the issues associated with the project.
• Walmart Project Plan: Customer Service and Technological Base Therefore, the project implementation should be controlled on the basis of performance measures and evaluation of the overall climate in the workplace.
• Netflix Customer Services In light of setting up the support services, they have to consider the needs of customers in order to ensure that the support services are focused on customers.
• Customer Service Training The main objective of a needs assessment in an organization’s training program is to identify performance weaknesses and necessary knowledge and skills needed to eradicate the weaknesses.
• Customer Service and Interpersonal Experience: Starbucks The focus of the paper is on the principles on which the company was created and this is tackled in the background section of this paper.
• Role of Customer Service in Technology Industry However, it is significant to note that the preciseness of the value of customer service in an organisation varies in relation to the industry, the service offered and or the product being offered for sale.
• Developing Competitive Advantage Through Customer Service The achievements of the company are attributed to its ability to attract and retain large numbers of customers from all parts of the world.
• Customer Service Improvement: Mobilicity Phone Company With this situation in mind, I would like to propose to the CEO on the best advertisement solutions that would assist in improving the popularity of the company and hence its sales as well as […]
• Stress Management among Customer Service Employees: Antecedents & Interventions A focus on the identification of current and potential stressors affecting this group of employees, and the subsequent development of interventions which could be used by the employees to manage and curtail stress effectively, is […]
• Customer Service Excellence and Customer Satisfaction In service offering, product refers to a service concept that has the capacity to give value to customers. Here, their aim in the customer service system should be to boost the quality of their interactions […]
• Socially Responsible Marketing and Customer Service To achieve this, organizations need to bring both the internal and external stakeholders together in such a way that they can share in the effort of maximizing the bottom line of the company.
• The Problem of Customer Service in Companies In fact, one of the founders noted how customer service greatly impact on the products that the company sells and highlighted the very important part of their policy which is allowing the customer to provide […]
• Empowerment in Customer Service Management The term empowerment refers to the process of providing more authority to the employees of an organization. Chebat and Kollias argue that the service industry is hugely dependent on the capacity of employees to deliver […]
• Customer Service Operations and Excellence The Meriden Hospital is one of the many hospitals and clinics belonging to the BMI Healthcare organization owned by the General Healthcare Group PLC.
• Hospitality Customer Service – Service Recovery Project As such, it is always important that the customer service supervisor is able to read the psychology of his or her staffers and ensure that all are of positive attitude to avoid service breakdown.
• Customer Service Representative It will help to collect the necessary data to design the most effective training program for customer service representatives. It is also important to note that questionnaires should contain data concerning the future training program.
• IT Role in Business Processes and Customer Service More importantly, the company implements the concept of full transparency of operations and is more attached to a scientific way of thinking.
• Customer Service at WestJet The success behind WestJet as a low-cost carrier is mainly attributed to the quality of service that the airline provides to its passengers.
• Customer Service Coordination Self-management on the other hand is the key factor because the coordinator must be self-aware all the time in relation to the environment and the needs of the customers.
• What Constitutes Good Customer Service?
• How Consistent and Reliable Customer Service Contributes to Customer Satisfaction?
• How Customer Service Grown and Changed Over the Years?
• How Does Customer Service Help Your Team?
• How Can Email Improve Your Customer Service?
• How Can Marketing Research Improve Customer Service of Popular?
• How Are Millennials Redefining Customer Service?
• What Reasons for Using Customer Service Policies Marketing?
• What Recommendations for the Customer Service Branch?
• What Makes Good Customer Service?
• Where Has Customer Service Gone?
• Why Customer Service Needed in Globalization of Logistics?
• Will Improving Customer Service Result in Higher Stock?
• Does the Web Reduce Customer Service Cost?
• Can Customer Service Affect the Business a Restaurant Has?
• What Relationship Between Customer Service and Logistics Management?
• How Are Strategic Management and Customer Service Connected?
• What Is the Customer Service Perspective?
• Which Administrative and Customer Service Skills Need?
• How Different Communication Techniques Used in Customer Service?
• How Can International Retailers Achieve a Competitive Advantage Through Customer Service?
• What Are the Three Essential Qualities of Customer Service?
• What Is the Role of Customer Service?
• What Are Customer Service Skills?
• What Words Describe Good Customer Service?
• How Is Culture and Customer Service Excellence Connected?
• Chicago (A-D)
• Chicago (N-B)

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5 Ways to Create an Exceptional Customer Service Experience (& 4 Mistakes to Avoid)

Updated: April 25, 2022

Published: November 01, 2021

Your company's customer service team is no longer an added benefit that customers think about after they make a purchase. In fact, research shows that more than two thirds of businesses now prioritize customer experience as a distinguishing factor when competing in their industry.  

All too often, it’s the case that customers are left waiting on hold or are unable to find information for themselves  — even if they spend hours seeking an answer in a company’s knowledge base .

Most of us can agree on some generalities when it comes to what a bad customer experience is. But what can we say about a good customer service experience? Or even an exceptional one?

In this post, we'll describe what exceptional customer service looks like and how you can provide it at your business. hith a little effort and guidance, you’ll be able to stand out, differentiate, and maybe even pull some of your competitors’ disgruntled customers over to your side of the fence.

What is exceptional customer service?

Fundamentally speaking, the ideal customer service experience is one in which the customer reaches their ideal outcome with as little friction as possible. This is somewhat vague, but that’s by nature, as the ideal outcome can vary by industry, company, or product.

What you must consider is how you can go beyond good enough and really wow your customers. 

What Does an Exceptional Customer Service Experience Look Like?

Customer experience — or CX — refers to the sum of every interaction a customer has with a business, both pre- and post-sale. An ideal customer experience can take many forms, depending on the type of interaction and the method of communication.

However, here are some aspects of an exceptional customer service experience:

1. It makes your customers feel special.

Every interaction needs to revolve around the concept of individual value, mutual respect, and a shared vision for your future together as their brand of choice. Consider how you can let your customers know that:

• They are more than a transaction to your organization.
• Their time and money allow you to continue to pursue your mission.
• Their journey as a person is a part of your journey as a business.

2. It goes beyond their expectations. 

Setting expectations is an integral part of customer service. On the flip side of the coin is delivering on those expectations you set.

If you fail to deliver, you create a bad experience. If you deliver, you fulfill the agreement, which is what the customer expects (no more and no less). They may be satisfied but not  delighted . After all, why would your customers praise you for doing the job they paid you for?

However, if you go above and beyond what the customer expects, you pave the way for an exceptional experience from their perspective. This kind of customer delight has myriad benefits for your business.

3. It goes beyond what competitors deliver.

In some cases, you may think you're going above and beyond when you might simply be meeting the status quo set by your industry. Exceptional customer service doesn't exist in a vacuum. If your customers know what kind of experience your competitors offer, and it's equal or better than yours, you may not be delighting them the way you'd expect. 

For example, that free 30-day guarantee may not be as big a selling point as you'd think if everyone in your space offers one. This is doubly true if it is more difficult for the customer to actually take advantage of the guarantee than it is for them to do so with your competitors.

Always keep a pulse on how your competition is innovating their customer experience. 

4. It does all of this without friction or inconvenience.

Your customers want the process of doing business with you to be simple and easy. When they do come up with issues, they want the process of rectifying them to be simple, timely, and on a channel that feels comfortable to them.

Communicating with your customers to understand their needs and wants is a sure-fire way to find the friction points in your customer experience and eliminate them. Solving for the customer should be an ongoing process in your organization. 

Ways to Create an Exceptional Customer Service Experience

To help you establish some best practices that revolve around these basic principles, here are some helpful strategies for creating a great customer service experience.

1. Begin and end customer interactions with “thank you.”

The simplest solutions are often the most effective, and beginning and ending every customer interaction with a thank you is one of the best ways to improve customer service experience.

Starting every interaction with a thank you shows the customer that you appreciate that, out of all the places they could have chosen, they have chosen your business first.

Saying thank you after concluding your business — even if it doesn’t result in a transaction — is simply good manners, and it leaves the potential customer with a positive view of both your people and your business. Simple courtesy goes a long way toward inspiring a follow-up visit to make a purchase in the future, too.

2. Use digital resources to put people first.

Thanks to the advent of the smartphone, people are more connected digitally than at any prior period of history. This presents a unique opportunity for service providers, retailers, and restaurants to leverage this connectivity to provide superior CX via smartphones and other mobile devices.

Allowing customers to manage account services and features is also absolutely critical to creating a desirable CX, as sometimes customers have a basic question or problem they need to resolve that can easily be handled on a mobile app or direct chat .

The ability to place orders for products or services online independently is also an absolute godsend to customers who have very limited time to commit to your business. Avoid over-directing customers to your app for assistance too, as this is a surefire way to irritate and turn them off to your brand.

3. Employ effective social media strategies.

Social media provides more opportunities for creating personal connections than any other publicly available resource. Individuals can comment, share, and demonstrate interest in your business, brand, products, and services anywhere in the world at any time of day.

If you aren’t leveraging the personal touch social media adds to CX, you need to start right away. Using social media to make customers feel like insiders and close confidants with your brand is a high-level CX strategy.

4. Talk to your customers where they are.

Proactive post-transaction and post-visit follow up using customer contact information is vital to the success of your customer experience strategy. These calls and messages are opportunities to review the benefits of their potential or newly purchased product or services in case they have run into trouble or thought of new questions to ask since their visit.

More important to your CX strategy, it also demonstrates a tangible interest in their journey with your brand even after they have left your location or spent their money with you. Don’t let those opportunities pass you by.

5. Get feedback from customers and implement it. 

You don't have to guess when it comes to improving your customer service experience. Your customers will tell you if you actively obtain their feedback . Whether you conduct a survey via email or use an NPS scoring system , you can get a pulse on the satisfaction of your customer base and the areas where you're not keeping up with expectations.

Common Mistakes Brands Make Creating a Customer Service Experience

Here are some common mistakes to avoid as you improve the customer experience in your organization:

1. Going crazy with customer rewards programs.

Many customer reward programs have a tendency to over-reward potential clients and new business more than their existing customer base.

This isn’t a prudent use of resources. You must keep your reward system for new and existing customers proportionate. As much as you want to focus on attracting new customers, existing customers who have shared your journey so far need to be rewarded for their loyalty and support, too. More often than not, even minimal customer rewards programs and incentives far exceed the expectations that most customers possess when you first bring them on board.

Overall, it’s wisest not to overinvest your marketing and retention dollars into your rewards program. Instead, invest those resources in a customer loyalty or referral program to keep existing customers happy.

2. Making your customer’s path to adopting your brand a difficult one.

Determining your customer’s path to adopting your brand needs to be a point-by-point plan, not an open-ended discussion about the direction of hypothetical transactions.

You need to have a modular, adaptable plan for each customer that will guide them and their customer service representative every step of the way. Failure to have a solid plan, or a plan that is merely all talk or looks, is a recipe for CX disaster.

3. Forgetting that prime customer experience begins with employees.

Take care of your people, and they will take care of you.

Unhappy employees cannot and will not provide the individual buy-in necessary to make your customer experience strategies effective. You are looking to make true believers in your vision and your brand.

That means treating them in a way that exceeds their expectations for employer provisioning in terms of personal benefits, company perks, and individual incentives. The way you take care of your people matters to your customers.

A happy, satisfied employee is going to do more for you and the customer when their needs are met in abundance.

4. Making things complicated. 

The more convoluted it becomes for a customer to get service from you, the less satisfied they will be (and the harder it becomes to scale your operations).

Your customer service experience doesn’t have to be frustrating and awful. In fact, it can be delightful and can possibly shift detractors into being promoters if you’re tactful.

It just takes a little bit of thought and care. Answer customer inquiries and frustrations where they appear (and quickly). Give customers resources to figure things out on their own. Make sure your customer service staff is polite and happy (their happiness is a powerful change agent for angry customers).

In general, start investing your customer service experience and it won’t just be an expense, but it will be an investment in a real business differentiator.

Editor's note: This post was originally published in January 2018 and has been updated for comprehensiveness.

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Importance of Customer Service Essay Sample

Customer service is the support offered to customers that helps to provide an easy and enjoyable experience with your company. Customer service is about going above and beyond to keep the customers happy. Answering their questions, addressing concerns, and simply listening allows the customer to know you are putting them first. It is about the clear communication between the customer and business, making sure that the customer is content. Even by resolving their issues with a positive attitude, it is an important part of the promise your company makes to ensure your customer’s needs are being met. To provide quality customer service, there are many rules to ensure quality service. Being helpful, listening, and taking the extra step are all important. The biggest rule is that employees of the company must be trained properly. Companies must train their staff first and foremost because if a customer’s needs are poorly met, this will affect how satisfied the customer is or not at all. If the employee is not taught the knowledge on how to satisfy their customer, this not only affects business but the customers perceptions as well. That being said, employee training has a positive and negative impact on customer satisfaction in customer service. 

In the hospitality industry, the direct interactions between the consumer and business are crucially important. Businesses simply do not exist without customers. Catering to the needs of each customer is key to customer retention, to create loyal returning clients. To provide excellent customer service, the culture of aiding customers must be widespread throughout the organization. This creates a powerful work environment, where the goal for all staff as a team is to make each and every customer happy and do what it takes to get there. When quality customer service is understood, employees become empowered and only strive to succeed more with the organization. Satisfying customers leads to a successful business, and that's where the initiative will be taken to keep providing quality service across the board. Overall, this training is an important tool that businesses use to ensure all employees within this culture are on the same page. As a necessary part of onboarding, you may have to pour some money and mainly time into it. According to the ATD report, employers use an average of 33.5 training hours per employee (Gray).  Despite the process, in the long run, successful training helps to provide more revenue for the business and increase employee retention. Training the employees properly the first time helps to reduce the risk of employee turnover. In the same report, one study found that 43.98% of employee turnovers take place within the first six months (Gray). Since training and the onboarding process also take place during this time, making sure training methods are effective is crucially important. Otherwise, the process may have to start over, taking away more time and money for your business a second time. 

Effective training methods provided by your employer help to create star employees. By being trained with the proper knowledge of customer service consumers are happier with their experience. In the archive, Customer Service Delivery Research and Best Practice, the third chapter goes into research of using employee perspectives to improve organizational performances. In training, employees have written development plans to take advantage of the skill opportunities that exist within the company, they have the training to perform their current jobs well, and new employees are oriented and able to come up to speed quickly, without undue burden on existing staff (Fogli, Lawrence 56). When looking at the results of training, employees understand their role in the organization, and now have enough information to do their jobs. There is a larger opportunity for teamwork, as the employees can collectively strive to achieve their individual goals. Employee retention and satisfaction are now created as the employee can now see their value and are satisfied with their organization’s work. Employees value their relationship with the organization and have no short-term interest in leaving (Fogli, Lawrence 57). Employee motivation is also evident. According to the study “Impact of employee motivation on employee performance,” it is considered a force that drives the employees toward attaining specific goals and objectives of the organization. Nowadays, it is one of the sizzling  issues in organizations since everyone wants to make the best use of their financial and human resources (Shahzadi). By the organization providing all the tools and knowledge to this employee, are skills developed as the employee can now effectively work successfully for the company. Understanding the true values of the organization helps to properly serve customers so their needs are met. Proper training has a positive impact on customer service ensuring that customers are happy, as well as the employees with themselves. 

Although quality customer service is important, sometimes it is not always what the customers receive. In the web archive, The effect of employee training and participation on customer satisfaction, does Jacob Zulnaidi dig deeper into the true impact of poor training and the impact it has on the customers. It is stated that “Training is essential for organizational aims, to develop effective and positive employee attitudes...This report revealed the positive outcome of employee training on both employee and customer satisfaction. The training itself is found to be one of the most important factors for employees to remain motivated in performing their jobs, because training provides them with new skills and knowledge, both of which require them to perform their jobs.” In addition, “Training would enable employees to improve their knowledge and skills related to their work, which later becomes translated into higher productivity…” The archive supports the idea that training has a direct correlation to both employee and customer satisfaction. Proper training has many opportunities including employee retention, customer retention, and even employee empowerment in the workplace. It is evident that through improper training, there is no chance for any of this. Poor training falls back to how that employee handles customers and how they are treated/serviced. Employee training can harmcustomer service and satisfaction.

In conclusion, it can be proven that employee training has a direct correlation with customer satisfaction within customer service. There are many factors that are impacted by this, but most importantly, poor and proper training affects the individual, the organization, and the customer's experience. This research has shown many insights on the positive and negative aspects of training, as well as the impact on customer service. Any business values quality customer service as there is the need to keep customers and clients happy. Within the hospitality industry specifically, customer service is even more crucial as guests need to be engaged in order for repeat business and referral purposes. If customers are happy with their experiences, there is an increased chance they will create a positive word of mouth and help your business succeed. To ensure that the organization values this quality service, it is important to properly train staff in accordance with this. Knowing how to fix problems and solve them with a positive attitude is a helpful skill for anyone to learn. It is important through proper training to learn this skill set and understand why quality customer service is so important. Happy customers make happy employees. By ensuring customer satisfaction are employees happier and more confident in their work. Proper training creates an empowering work environment, where the employee values themselves and the company. Strong quality customer service is achieved when the employees are happy, and the customers are happy as well.

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Describe the best customer service you have ever received. What made it special? Sample answers and more

Customer service is one of the biggest fields of employment all over the world. And while it isn’t necessarily hard to get a job in retail or in customer service (considering that many companies are always hiring, and people are always leaving, and basically the employee fluctuation is higher than in any other field of business ), you still want to make a good impression on the hiring managers. Perhaps to get the one job you really want, or to avoid embarrassing silence when they ask you some question you aren’t prepared for. And this one catches many people off-guard, simply because they expect to talk in an interview about a great customer service they delivered, and not the one they received!

Keep in mind a few things though. Most customer service jobs are entry level . Many applicants have no previous working experience. Hence they can hardly speak about the best service they delivered to someone. At the same time, the interviewers wonder whether the job candidates understand what it means to deliver an excellent service to a customer, and whether they have the right attitude –meaning that they want to, and enjoy delivering such a service . In order to find the answers, they will ask you about your own best customer service experience.

Any situation you pick, try to speak with enthusiasm . They should get an impression that you have a passion for great customer service, and understand the important role it plays in a success story of every single business. Mark my words–you do not necessarily have to narrate some ground-breaking story , for example a story of some shop assistant saving your life, and going for a date with you just to make you happy :). Any experience when someone went out of their way for you , or simply treated you extremely nicely, is a good example to talk about here.

Let’s have a look at 7 sample answers to this question. I tried to come up with some variety , narrating situations from different scenarios, and adding a few unconventional answers to the list. I hope at least one of the answers will resonate with you and with the message you try to convey in your interviews. Just remember that to showing a passion for a good customer service is the key, and it never hurts to say that you found the experience inspiring for your own conduct , in your future customer service job. Let’s proceed to the answers.

7 sample answers to “What was the best customer service you have ever received?”

• There is one situation that have stayed in my memory for a long time. I remember when I went to buy running shoes in a sports equipment store, just a few weeks before Christmas. The place was extremely busy, and I could see that all people worked very hard. Even though they were so busy, the girl who attended me patiently answered all my stupid questions with smile on her face, and even gave me recommendations based on her own experience with different brands of running shoes. Needless to say it impressed me a lot, and I aspire to also become such a great customer assistant one day.
• It was probably on the call with a technician regarding the problem with my internet connection . Not only were they very patient and didn’t get upset when I repeatedly couldn’t follow their instructions. They also treated me very friendly, and had immense knowledge of their field as I later understood. No doubt such a technician has to answer many similar phone calls each day, and one would understand if they got upset with a customer like me. But it wasn’t the case, and all in all it was a memorable customer service experience.
• I am not sure it was a best one, but it is quite recent so I remember it well . We went to a restaurant with my friends two weeks ago. Since I am on a vegan diet, we always try to choose the restaurant that has something on offer for me. This time, however, they were out of stock for the foods I wanted to order. However, instead of just dismissing me, they sent someone to the grocery store nearby for a quick shopping, so they could fry some nice tofu with veggies for me. It impressed me a lot, because other times when something similar happened ta other places, the people there simply suggested I’d order a vegetable salad. But this place was different, they earned a five star review, and definitely it was a good learning experience for me, since I also hope to deliver a great customer service in a restaurant where I plan to work.
• To be quite honest with you , I haven’t received an amazing customer service for a long time . Maybe that’s because my standards are very high . When I do any job in which I deal with customers, I am always 100% focused on the person I am talking to, and do my best to go above and beyond anytime the situation allows it. But I also understand it isn’t so common, because now from the top of my head I cannot remember the last time I actually received such a service . Anyway, I want to continue delivering it, so at least some people have this experience.
• The best one I got was in a pharmacy. You know how this business works–they have contracts with different providers, and push their products. But in this pharmacy it was different. They have a policy in place to always show the most affordable product to the customer first –probably the one they had the lowest profit margin on. This impressed me tremendously, since I saved a lot of dollars. Needless to say, the place is thriving and many people go there , even if they have to cover some distance, because the customer service is second to none. In my opinion, it is inspiring for both workers and business owners.
• It is hard to pick just one. I honestly feel that many customer service workers try their best . Of course, everyone has their low day, and sometimes when the place is too buys you just cannot give each individual customer as much attention as you’d like to , because it would mean letting the other customers waiting for a long time. I keep this on my mind, and I am grateful for any positive customer service experience. In my opinion, people should try their best in jobs, but customers should not expect miracles. Or at least that’s how I see it.
• The best one was when I accidentally cut my finger open when looking at a penknife in a store with outdoors equipment. Instead of scolding me, the man in charge of the store offered me a first aid kit and helped me to put a gaze on. What’s more, since the wound was quite big, he actually closed the store for half an hour and went to the emergency room with me. It was such an amazing experience that it almost moved me to tears . And it is definitely motivating to me, because I understand that even as cashiers or sales associates we can make the world a better place, with our everyday conduct in work.

So that’s it! I hope you enjoyed the answers and know now what to say in your own interview! If you’re not sure you, I suggest you to check also 7 sample answers to similar interview questions:

• Describe your most recent customer service experience.
• Give an example of a time when you provided great customer service.
• In what areas of customer service have you had experience?
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Customer Experience Essay

Updated 04 September 2023

Subject Management ,  Marketing ,  Experience

Downloads 39

Category Business ,  Life

Topic Customer Service ,  Customer

Customer experience is a key and essential element of marketing. It is an integral part of any product that is marketed or promoted whose essence cannot be overemphasized. The experience is what determines the level of satisfaction that is to be felt by the customer who, consequently, determines subsequent demand and purchase of the same product by the same customer.

Experience definitely exceeds offering the product or service. It boils down to offering customers services that leave them with a positive feeling concerning the business. Either way, they will always share their views and comments with others. This makes it important to create and maintain a good customer experience.

I will discuss the key concepts of experience with illustrations from two personal experiences; one being positive and the other one poor. Both experiences happened within the hotel industry though in two different restaurants. 

The negative customer experience happened when I ordered for donuts online from one of the restaurant not far from my aboard. This was convenient at the time since they offered home delivery as well. The challenges set in when the delivery took longer than the stipulated time. Not only did it take long but also upon arrival, some of the flavors that I had ordered had been switched without prior information. A call to the restaurant was answered by the manager who was less apologetic and more defensive. The weekend offer indicated on their website was not on as well.

The positive experience on the other hand happened during my visit to a newly launched restaurant within the neighborhood. On arrival I was met by a jovial staff that was quite hospitable. The variety of what they offered was amazing and the manager herself came over to ask for my views on how I had been treated and elaborated further on the kind of services they offered including the extras. The level of personalization was a notch higher compared to the previous encounter.

  Significance of customer experience

Pine and Gilmore (1999) view experiences as a unique concept of marketing in both theoretical and practical aspects. The major concept of customer experience is the creation of experiential value which is responsible for the creation of the different types of experiences according to “state of the art literature on experience marketing,” Gentile et al., (2007, p. 397). This is to say that services or products offered to customers should go over and beyond the original offer to create a feeling that is good about the business. A positive experience ought to be lasting, thus, has to be unique and distinctive. The distinction between ordinary and extraordinary experiences lies within the elements therein which have to be determined and put into consideration. Understanding consumer experiences is therefore, a core task for businesses which has to be done diligently then amplified. One of the most fundamental concepts of experience marketing is that value does not only reside in the object of consumption (products and services), and in seeking out and processing information about such objects; value also lies in the experience of consumption.

Proto-persona diagram for the poor experience

 Pain points

Poor quality of donuts 

No reimbursement 

Long delivery time

Poor quality products

Incompetent staff

Unreachable customer service

Needs " solutions

Fast delivery of orders

Address customer grievances

As illustrated in the diagram, it is elaborate how poor the experience really was as opposed to the high expectation of quality service that I had anticipated from the restaurant. The two main ‘pain’ points were the fact that there was no value for money and that there wasn’t any form of regret message from the management of the restaurant.

                                                            Customer expectation

One particular concept of CEM that was bypassed by the management of the restaurant was the fact that they did not know what I expected from them as a customer. Kishka (2003) views expectations by customers as sets of interaction between customers and products. Their priority could have been to create experience for me which begins with the donuts and goes even beyond. Unfortunately, the experience turned out to be unpleasant in the process. They could have first of all ensured that the donuts are packaged accordingly and delivered on time. On calling the restaurant to launch an official complain, the customer service wasn’t receptive and this communicates how less concerned they were.

                                                  Reviews and feedback

According to Kishka (2003), management of experience is viewed as a systematic approach whereby customer reviews are measured and managed. The failure in this instance resulted from the fact that they were not keen on getting my reviews and feedback on the experience that I had as a customer: whether I was satisfied or not. It is therefore important for customer views to be taken to determine whether their experiences were positive or negative. Positive experiences should be maintained and even exceeded while means and ways should be sought to minimize the negative ones.

Proto-persona diagram for the positive experience

Making orders online

Active on social media

Value opinions

Keen on food quality

Love authenticity

Values quality

Needs " goals

Want order to be delivered faster and in good condition

The positive experience encountered in the restaurant was as a result of mixed components ranging from the reception I received up to the moment I was leaving the restaurant. The welcome was quite professional and elegant in that it inspired some sense of serenity and comfort. This is in agreement with Pine and Gilmore (1999) who refer to experiences as events that engage people in ways that are personal. The waiters and managers were well groomed and within a short period I was aware of the huge variety of delicacies that they offer including home deliveries for customers who live within their stipulate range. In addition, the manager was readily available to assist in case of any clarification that was needed.

                                                 Emotional connection

Holbrook and Hirschman (1982) highlighted the essence of having an emotional connection with customers, thus, in my case the customer experience was good due to the emotional connection that was initiated by the customer service. The personnel first of all developed an interest in knowing what it was that I wanted by first listening before giving detailed descriptions on what was available to offer. Listening portrays a sense of care which can be used as a tool to find out the concerns or needs of customers. This makes customers feel valued therefore, connect easily with those that serve.   

                                                     Customer perspective 

The ambience and kind of reception that I received created a perspective in me that definitely I was in the right place and that was what I wanted. Through attentive listening, it was easy for the personnel in charge to be able to know my perspective as well. This helped them in building upon the same such that only the positivity of the place is what I could see. Customer perspective plays a huge role in connecting with the customer as well (C. W. Park, 2005).

                             Comparison of the poor and positive customer experiences

The failure exhibited by the poor experience offered by the first restaurant seems to be systemic in the sense that the desire and urge to create customer value lacks. On the contrary, according to Gentile et al., (2007, p. 397), the positive experience offered by the other one is initiated by displaying the extent of their value towards their customers beyond the products and services that they offer which makes it more important for any organization to be concerned even more with the mindset and perspective that is formulated by the customer in the course of service delivery.

                                                                 Conclusion

The difference between the poor and positive experiences points towards the rating of the services as conducted by the customer based on the quality of services received. However, it is more important for service providers to connect with consumers and if possible personalize the experience to create customer value whereby the customer will feel highly valued and motivated to continue doing business with them. Therefore, there is need to go an extra mile to understand what it is the customers really want and as well find out what they think of the business including the services being offered therein. All this should be done in an effort to create an image that is positive as well as a lifetime value for the customers.

 References

Aaker, J. L. (1997). Dimensions of Brand Personality. Journal of Marketing Research, 34(3), 347. doi:10.2307/3151897

Aaker, J., Vohs, K. D., " Mogilner, C. (2010). Nonprofits Are Seen as Warm and For-Profits as Competent: Firm Stereotypes Matter. Journal of Consumer Research, 37(2), 224-237. doi:10.1086/651566

Alaszewski, A. (2006). Using Diaries for Social Research. doi:10.4135/9780857020215

Andrade, E. B., " Cohen, J. B. (2007). On the Consumption of Negative Feelings. Journal of Consumer Research, 34(3), 283-300. doi:10.1086/519498

Ariely, D., " Carmon, Z. (2000). Gestalt characteristics of experiences: the defining features of summarized events. Journal of Behavioral Decision Making, 13(2), 191-201. doi:10.1002/(sici)1099-0771(200004/06)13:2<191::aid-bdm330>3.3.co;2-1

Arnould, E. J., " Price, L. L. (1993). River Magic: Extraordinary Experience and the Extended Service Encounter. Journal of Consumer Research, 20(1), 24. doi:10.1086/209331

Babin, B. J., " Attaway, J. S. (2000). Atmospheric Affect as a Tool for Creating Value and Gaining Share of Customer. Journal of Business Research, 49(2), 91-99. doi:10.1016/s0148-2963(99)00011-9

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Essay About Service: Top 5 Examples and 9 Writing Prompts

Everyone has different meanings for what service is. If you want to write an essay about service by exploring its various definitions, here are helpful examples and ideas to consider.

Service is divided into three categories: personal, social, and business. First, personal services, such as recreational and restaurant services, are offered to customers depending on their needs. Second, non-government organizations or individuals give social services to help others in need. Lastly, companies offer business services to conduct their work activities.

Knowing and understanding these categories will assist you in creating high-quality essays on service. For example, your essay can include volunteerism and the effect of helping others. You can also write about the impact of good or bad customer service on businesses and others.

Do you want to be more convincing when writing your essay? Check out this guide on persuasive writing .

1. My Experience with Community Service by Tasha Flowers

2. the importance of customer service by anonymous on 123helpme.com, 3. helping others by geraldine bates, 4. community service isn’t just words by david lazar, 5. product and service by samantha patton, 9 essay prompts on service to write about, 1. service: defined, 2. the different categories of services, 3. benefits of excellent customer service, 4. why adapting to customer’s preference is important when providing services, 5. steps on how to deliver a great customer service, 6. interpret a community or social service, 7. your experiences in providing social or community services, 8. services in our daily lives, 9. lessons learned after providing services.

“I truly believe every cliche there is about volunteering: the giver receives even more than she gives, giving time can be more important than giving things, I believe it all.”

Flowers’ essay discusses her experience providing community service in the Kalaunan waste dump, where settlers, including children, need to scavenge garbage to sell. Her group’s community service is to teach children basic writing, reading, and introducing the gospel. The author notes that she will never forget the children’s smiles and thank yous.

“Customer service is taking care of your customers. Every customer needs to be treated the same with excellent customer service no matter the business or the customer’s age.”

In this essay, the author discusses why employees need to adapt to various customers to deliver the best experience. For example, poor customer service can make the company lose sales. In contrast, excellent customer service attracts more customers through positive word of mouth and recommendations.

“Altruism involves true selflessness. The sacrifice of one’s own welfare for the welfare of another is what this theory is about.”

Bates talks about two theories in her essay: Egoism and Altruism. Egoism is a theory that a person should only help another when he can receive something in return. Meanwhile, altruism is a belief that a person should take away the pain of others. When helping or providing services to others, one can’t be entirely egoistic or wholly altruistic. It’s a mix of the two theories.

“Community service isn’t just words, but an opportunity in life to contribute one’s time to helping others and making a difference in society, and thus a better place to live for all.”

Lazar notes how sharing what he learned in his life positively impacts other people’s lives. So, as he strives to become more educated and become a doctor, he hopes to give back by serving the community. People need support, and that’s what life is all about.

“A service is an intangible economic activity, not stored, and does not result in ownership. Services nowadays are becoming more important and growing faster, and consumers are more apprehensive with performance and satisfaction when they use a service or buy a product.”

Patton considers the difference between a product and a service. For a company to become successful, it must develop a strategy to enhance its profit through its product or services.

After reading the examples above, it’s now your turn to express and explore your view regarding the various types of services. Use the following essay prompts to help you find a specific track when writing about services:

Service is a very broad term. In your essay, you can discuss what service means to you and include other people’s definitions of service. You can ask people with varying experiences, such as your parents, teachers, or friends. Then, collate their meanings and yours to develop an integrated service definition.

You can be more precise with this prompt and choose a specific service category. For example, you can write about service from the point of view of a volunteer (social service) versus the perspective of a businessman (business service), then compare them – is one type of service better than the other? Why?

In today’s world, customers are more attracted to buy products or services when they are provided with excellent customer service. If you want to write an essay about business success, it’s vital to include the importance of customer service. Customer satisfaction has a significant impact on the success of the business. A customer’s feedback can either increase or decrease business sales.

Although some businesses have great products, if they have unreliable and unhelpful customer service, they’ll lose customers. Since different people may have various issues or will have different reactions to problems, you can write an essay about how and why customer service providers will need a more personalized approach when interacting with their customers.

Customer service has a significant impact on the buying decision of customers and attracts more potential sales. With that in mind, you can create an essay on how to deliver excellent customer service. This essay will be helpful for business owners and employees to enhance their services further.

What is considered community service? Is it still considered “volunteering” when imposed as a punishment? Feel free to incorporate instances when community service is not done right or not done at all.  If you don’t have personal experiences with this service, you can read or watch videos about other people’s experiences or stories to give substance to your essay.

Writing about your personal experiences makes your readers relate to you more. For instance, you can talk about your community or situation, its struggles, and how you helped alleviate those problems through teamwork.

You can also write from the viewpoint of someone who was given aid. Your essay can help those in the same circumstances know that asking for help and services from different organizations is not something they should be ashamed of.

Are you unsure of how to deliver your personal experiences? See What Is A Personal Essay to know more about it.

You can see service in your daily life. Talk about services in the small things your readers might not realize are happening around them. Namely, the utilities you’re enjoying daily, such as water, transport, electricity, and communication – are public needs made available through public service.

You can also take the subject from a different angle, such as doing someone else a favor, helping an old individual cross the street, or generally being kind to others.

Providing services, be it for business or the community, will affect not only the person who received it but also the person who provided it. For example, suppose you are a business owner or customer service representative, and you had a bad experience in the past when providing services. In that case, you can write about it and include the lessons you learned. This also goes if providing social or community services positively impacted your life as an individual.

Writing about the effect of social services on an individual or community can inspire others to volunteer or help others in their ways.

If you are interested in learning more, check out our essay writing tips !

Maria Caballero is a freelance writer who has been writing since high school. She believes that to be a writer doesn't only refer to excellent syntax and semantics but also knowing how to weave words together to communicate to any reader effectively.

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Home — Essay Samples — Life — Personal Experience — My Unforgettable Encounter with Bad Customer Service

My Unforgettable Encounter with Bad Customer Service

• Categories: Customer Service Personal Experience

About this sample

Words: 755 |

Published: Sep 16, 2023

Words: 755 | Pages: 2 | 4 min read

Table of contents

The initial signs, the frustrating wait, the disheartening experience, the consequences.