When it comes to customer service, some people go above and beyond…
Chances are, you can recall a time you were served by someone who fits this description.
But with good customer service skills needed in a wide variety of industries, knowing how to show off your own attributes isn’t always easy. Especially when it comes to covering them on your CV. We’ve already given some top tips for answering customer service interview questions, but understanding what makes for a great customer experience is the first step.
Here are six good customer service examples to help you demonstrate your skills and land a job you'll love.
What is good customer service?
Good customer service means providing timely, helpful, and friendly support to customers. It’s about meeting their needs and exceeding their expectations, whether you’re answering a question, fixing a problem, or just making their day a little better. Strong client services skills lead to happy, loyal customers who are more likely to return.
How to: Manage conflict in the workplace
Examples of good customer service
To help you understand what excellent customer care looks like in action, here are some great customer service examples from real companies.
1. Turning a negative into a positive
One of the most common interview questions is ‘tell me about a time you had to deal with a difficult situation’. If you work in a customer-facing role, you’ll have plenty of examples.
- The situation: Turning a complaint into a positive experience is a fantastic way to demonstrate your customer service skills, defuse a potentially awkward incident, and keep a customer from losing faith in your company. An example of good customer care here is listening to why the customer is unhappy and doing everything you can to turn the situation around.
- Real-life example: Amazon are big believers in this philosophy. For them, that means refunding or replacing lost packages without fuss, or taking a customer’s number to call them back when an issue is resolved. This customer-obsessed approach goes a long way in explaining their brand’s excellent reputation.
2. Being proactive
The best staff members don’t wait for a difficult customer to show off their skills. They take the lead themselves.
- The situation: Taking the initiative to improve your service will always resonate with customers. This could be creating FAQs based on common issues, or doing some research on a client before a meeting to tailor your pitch.
- Real-life example: A great example of this proactive approach was shown by the Cast Members at Walt Disney World. When they noticed many guests were having trouble with their glasses breaking, they created their own care kit. This meant they could offer to fix glasses themselves, at no additional cost. It wasn’t requested by management, but it was a perfect example of customer relations that showed guests they genuinely care.
3. Showing transparency
Some of the biggest customer service complaints come from a lack of clarity.
- The situation: Simply updating customers whenever you can will pay off. A great customer service example in this category is giving someone a clear timeline of when you’ll respond to their enquiry (and actually sticking to it).
- Real-life example: Spotify is great at transparency. They have social media accounts specifically set up to help their customers (@SpotifyCares) and another to update on the app's current status (@SpotifyStatus). Both respond in minutes, giving people somewhere to turn if they have any issues.
4. Taking ownership
No matter how good your service is, there will always be times when things don’t go to plan.
- The situation: Whether it’s bringing out the wrong order or a product update with major bugs, no company gets things right all the time. The important thing is how you respond. In other words, you have to own it. On an individual level, it comes down to being honest and accountable. Admit the fault, take the blame (instead of placing it on someone else), and offer a solution.
- Real-life example: Lots of brands have done this effectively. KFC, for example, responded to a chicken shortage at their stores with a frank and humorous ad campaign. This is a brilliant client relationship management example of turning a potential disaster into a memorable marketing win.
5. Random acts of kindness
A great way to show loyal customers you care is by offering random acts of kindness.
- The situation: These don’t have to be grand gestures. Instead, it’s another chance to listen to what your audience wants and provide a nice little surprise to brighten their day. Even a small, unexpected extra can make a huge difference.
- Real-life example: Sainsbury’s showed a great example of this when they responded to a little boy’s request to change the name of their tiger bread to ‘giraffe bread’ by temporarily making the change (and giving him a voucher). Lego also does this well, sometimes sending out replacement figures (and extras) if a child loses their own, helping to delight their customers.
6. Personalising the experience
Making customers feel seen and valued as individuals is a cornerstone of great customer service.
- The situation: This goes beyond just using their name. It’s about remembering their preferences, anticipating their needs, and making them feel special. In a world of automated responses, a personal touch stands out.
- Real-life example: Starbucks baristas are famous for remembering their regular customers’ orders, even down to favorite customisations and names. Whether it’s having your usual cappuccino ready when you walk in, or greeting you with a smile and a friendly chat, Starbucks shows how making people feel like ‘regulars’ turns a simple coffee run into something personal - and keeps customers coming back for more.
Retail Assistant cover letter template
How to demonstrate good customer service skills
Now you’ve seen some excellent customer service examples, how do you show a potential employer you have these skills?
- On your CV: Use your personal statement to highlight your commitment to customer care. In your experience section, don’t just list duties. Use the STAR method (Situation, Task, Action, Result) to describe how you’ve handled specific situations, quantifying your achievements with numbers where possible.
- In an interview: Prepare examples that showcase your customer service abilities. When asked competency-based questions, use your prepared stories to demonstrate skills like problem-solving, empathy, and communication.
How to prepare for an interview
Frequently asked questions
What are the 3 most important things in customer service?
The three most important things in customer service are empathy, efficiency, and effectiveness. Empathy means understanding and sharing the customer's feelings. Efficiency is about resolving their issue quickly. Effectiveness is ensuring the solution actually works and satisfies the customer.
What are some examples of poor customer service?
Poor customer service examples include long wait times, unhelpful or rude staff, ignoring customer feedback, and failing to resolve issues. Another common complaint is being passed between multiple departments without a clear resolution.
How can I improve my customer service skills?
You can improve your customer service skills through active listening, practising empathy, and asking for feedback. Taking courses in communication or conflict resolution can also be beneficial. It's also vital to develop in-depth product knowledge so you can answer questions confidently.
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