These days customers are shopping for more than just a product or service. Customers want an experience. These 10 customer service tips will help you elevate your customer service game so that you can impress your clients while growing your business!

1. Impress in Excess:
10 Customer Service Tips Guaranteed to Delight
(and Help Your Business Grow!)

2. Tip #1: Create Your Customer Service Vision
Small businesses who frame their decisions around their vision, or set of
values, are more likely to gain consumer trust.
For example, at Ruby, we believe in Fostering Happiness. As our CEO,
Jill Nelson, explains, “The principle of Fostering Happiness in the Ruby
Service Pyramid is a practice to engage in at all times. By all staff, with
everyone they are in contact with—customers, of course, but first and
foremost, employees.” Practicing this value means our employees enjoy
coming into work and, therefore, enjoy serving our customers!

3. Tip #2: Incent, Inspire, and Empower Employees
Incentive campaigns are a fun and excellent way to pump up your teams enthusiasm. For
example, launch a notecard campaign encouraging your team to write kind notes after
they’ve spoken with a client. Your clients will appreciate the personal connection and
employees will love the positive feedback.
Additionally, empower your staff by allowing them room to make judgement calls.
Provide guidelines to help clients during crisis, but let them determine the best way to go
above and beyond these guidelines when the situation calls for it.

4. Tip #3: Pay Attention to the Details
Everything from your business card and website, to your office lobby and invoices
are touchpoints that can impact a customer’s perception of your business—and no
detail is too small!
For example, every Ruby invoice is written in a friendly tone, includes our logo, and
has an inviting font. Clients have commented how they pay our invoices first because
they’re so adorable!
Don’t have invoices? Consider sending a gift with a card signed by all employees to
make sure new clients feel welcome.
These special moments and connections are the moments that separate your service
from others!
Image Credit: Rayz Ong

5. Tip #4: Make Stellar First Impressions
When you have seconds to set a first impression of your
business, how you answer the phone, your tone, and your
active listening skills must all combine into a WOW worthy
trifecta!
To ensure a great experience, have a prepared greeting and
set of responses to frequently asked questions. Additionally, a
clear list of instructions on where customers should be sent if
they call ensures customers will always reach the correct
person quickly!

6. Tip #5: Follow Up Every Call with an Email
Building trust with customers is key to a long-term
relationship—so let them know what’s happening next! Here
are some best practices for follow-up emails and calls:
• Reiterate information discussed
• Explain what to expect moving forward
• Clearly outline anything you need from the customer
• Share when you’ll be reaching out next!

7. Tip #6: Show What You Can Do (And Not What You Can’t)
Sometimes it’s not about having the right answer to every question—it’s about relating with the customer and showing your dedication to
finding the answers. Focus on what you can do by:
1. Empathizing with the customer. ““That does sound frustrating; I would feel the same way!”
2. Guiding the customer to the best resource. “John in Support would be the best person to speak with about this type of error.”
3. Offering assistance! Using phrases like, ”That’s a great question! I’ll do my best to find the answer for you.” and ““If you have any
more questions or there’s anything more I can do to help, please let me know!” will always win the day.

8. Tip #7: Give Them What They Don’t Even Know They Want
You don’t need to read minds to be a customer service pro; simply watch and listen for certain queues to go above and beyond with
each interaction. Did your customer sigh when you answered a question about product price? This is a great chance to waive the
products shipping fee and make their day!
Sighs, hesitations, changes in tone, even facial expressions provide critical insights about your customer. Even when you’re not face-
to-face, there are plenty of opportunities to put this idea in practice by practicing active listening. Delivering on something your client
never even voiced will make them feel valued and cared for.

9. Tip #8: Be Increasingly Bold in Your Promises and Over Deliver
Once you’re confident you’re delivering consistent, reliable service, take the opportunity to take your service up a
notch. Review your standard promise and explore ways you can make it even bolder.
A great example is shipping giant, FedEx. They already had a “Next Day Delivery” option, but decided to over deliver
on their service promise and expand their options to include “First Overnight”, which gets your package where it needs
to be by the start of the next business day. Bold promises like these are what set your business apart!

10. Tip #9: Be Positively Positive
Create customer connections with phrases
like “Absolutely!” or “I’d be happy to!”
Switching out ”Sure” and “Yeah” with
these simple phrases adds warmth and
enthusiasm to every interaction.
And don’t forget, a simple smile has a
huge impact on your conversations with
clients and colleagues alike!

11. Tip #10: Create Meaningful Connections
Have you ever had a conversation with a customer service representative that put an extra pep in your step? With a combination of grammar, tone, word choice, and
confidence, you to can be a master of delivering friendly AND professional service.
Listen for moments where you can engage your customer in personal conversation. Did they mention they’re tired from a recent run? Inquire if they’re training for a race.
Hear a dog in the background? Share a story about your own pet. There’s no detail too small! These little moments are what customers will remember.

12. callruby.com 866-611-7829