A model for delivering GREAT customer service

Think about your last conversation with a customer. What were the different stages to the conversation? We’d each come up with our own answer, as would our friends and colleagues, but put them all together and you might come up with something like this:

Greet – A warm welcome, building trust from the beginning: ‘I’m here for you’


Recognise needs – Recognising what the customer really needs: ‘I will help you’


Empathise – Displaying genuine empathy and attuning to the customer: ‘I understand you’


Act – Acting with accountability and owning the customer’s issue: ‘This is what I’ll do…’


Thank – Thanking with sincerity and ending on a high: ‘I’m happy I could help you today’

Coming up with a model is one thing, of course, but putting it to use to help improve future customer conversations is quite another. And that’s what our ‘Great customer service’ programme is designed to help you with.


This learning tip comes from our Great customer service programme. Check it out here. If you’d like to explore this topic or any other aspect of customer service training then please do give us a call on 01582 463464. We’re always here to help.

Categories: Customer service

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