Why is Good Customer Service So Important?

good customer service is important

Good customer service is so important because it can make or break your business. Providing promotions and creating expensive marketing campaigns will all help draw attention to your business. But unless you only want your customers to use your service once, you business will not be profitable without good customer service.  

It’s all about making your customers feel valued and respected and happy. This will bring them back to your service time and time again and provide positive feedback about your business to others. In turn this will generate more people trying your product or service who will also then enjoy your customer service and become repeat customers. 

In essence, good customer service is about forming a relationship with the customer. Revolving around the customer is key. They must feel comfortable and confident that you are helping them. Providing good customer service is very simple providing you follow some guidelines.

Good customer service tips and why they are important:

Answer the phone

Providing a service should be your first priority. Perhaps you don’t have the capacity to have someone manning phones all day. In this instance consider a call forwarding service oral the very least and answering service which give strong assurance that the call will be responded to within a certain timescale. Ensure this then happens! Ideally, if you have a lot of phone calls to your business you should invest in someone to manage them. Make sure this individual is properly trained and knows clearly how to respond to phone enquiries.


Customers who try to contact your business but can’t, will be left frustrated and may not return. A human voice (rather than a robotic one) at the end of the line instantly shows you value your customers. This is the first contact many people may have with your business, make sure it is a great one. If it isn’t there is a high chance they will go and find another. 

Keep your word

If you say you are going to deliver on Tuesday, make sure you do. If you say you will call back, always call back.


Essentially customers must feel that your business is reliable and trustworthy. If you cannot keep your promises, do not make them! Always give very careful thought before promising anything to customers. Can you absolutely deliver this? If not, do not promise it. Empty promises will do far more damage to your business in the long run.  

Listen to your customers

Forget going in with a sales pitch and bombarding them with product information. Always start with customers doing the talking. Why are they in your business today, what are they looking for, how can you help? Actively listen to their responses. Show them you are listening by summarising what they have said and checking if your understanding is correct. Use the information they have given you to help them. 


How can you get them what they want if you haven’t taken the time to listen? You may get a sale with a sales pitch but if it isn’t what they want, chances are that product will be returned. 

Handle complaints

Always give every complaint your attention and do not dismiss it. 


Ok, you may not be able to please the person making it but if you deal with the complaint properly you may turn it into an opportunity. By paying attention to what is being said you have the opportunity to discover something about your business and correct it. If you make sure your customer feels listened to and valued you may find they feel confident to return to your business again. 

Be helpful

Sometimes a situation may arise whereby your business will not profit from an exchange. For example, a customer in your store has a broken bag. They are struggling with their shopping. Take the time to help them fix their bag. 


Whilst this does not result in any financial gain for your business it shows that you care and value you customers. Chances are your business will be the first place they go next time they need the product you provide. 


Engage in Learning provide Customer Service Pathway courses which will help you understand why good customer service should be a crucial part of your business and how you can achieve it. The Customer Service Essentials course will show you how to evaluate the real impact of poor and good customer service.

Our Customer Service Essentails course can be found here