Key Elements of Optimal Customer Service

Adam Johnson, Ytel |  
We recently hosted a customer service expert at the Ytel office for an extremely helpful seminar on the key elements of optimizing the customer experience through employees, your brand, your leadership team, and the spirit and culture of your business. Read on for a few tips we learned along the way, and how you can implement them in your own business.

We recently hosted a customer service expert at the Ytel office for an extremely helpful seminar on the key elements of optimizing the customer experience through employees, your brand, your leadership team, and the spirit and culture of your business.

Maintaining the proper customer service attitude

  • Ensure your agents are friendly and cheerful when fielding customer calls. Patience and a good attitude are essential when handling upset or frustrated customers on the phone; they're looking to speak with someone calm who can provide them with a solution.

Responding to the customer in a prompt & professional manner

  • Imagine using a system that runs your business on a daily basis and one day, that software goes down... you need to get it fixed ASAP, right?
  • Reaching out to customers promptly is essential to handling the problems and ensuring they are satisfied with the solution.

Establishing a mutual interest with the customer

  • While on phone calls, work on building a relationship with the customer you're speaking with. Ask how their day is going, what they're up to this weekend (if it's appropriate) and continue doing so each time you speak with them.
  • Conversations based solely on pain points and issues can be easily mixed in with building rapport around every day, general topics so every conversation isn't negatively fueled.

Responding appropriately to the customer's concerns/ problems 

  • Treat each customer's problem like it's your own and prioritize it as such. When on the phone or solving tickets, be thorough and precise with your explanations and steps forward.
  • No customer should ever feel frustrated or in the dark about what's going on with their account.


Closing customer contacts pleasantly 

  • Just because you've lost a customer and their business doesn't mean you can treat them rudely or disrespectfully. As you close their account, make sure you treat them the same as you did when you signed that deal.
  • It's impossible to know what the future holds; they may return to use your company in the future... but not if your employees treat them poorly on their way out.


Following up with the customer to determine the problems that have been resolved & need identified. 

  • If they are open to it, send them a short exit survey asking a few simple questions about their experience and why they left. Questions like:
    • Was the software or solution not what they thought it would be upon signing?  
    • How were their interactions with Support?
    • What would make them return to using your company's solutions?
    • What made them originally want to use your company's offerings?

  • Obtaining this information will help all of your departments improve customer retention for the long haul.

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About The Author

Adam Johnson, Ytel

Adam is our Director of Sales and he hustles every day to build relationships with our valuable customers to ensure they're getting the experience and technology their businesses need in order to scale and grow.


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