Customer Care Techniques and Processes

Gladly Team

Read Time

7 minute read

Ready to see what radically personal customer service looks like? Sign up for a free demo with Gladly today.

Customer satisfaction is the key to the health and wellness of public-facing businesses across all industries. Delivering excellent care and service to loyal patrons should always be made a top concern: that’s why customer service representatives need to be part industry professional, part public speaker, and part Florence Nightingale in order to ensure that all customers are getting the attention and concern they deserve.

In this article, you’ll find a list of basic and not-so-basic customer care techniques which can easily be applied to your customer service processes.

Why Customer Care is So Important

We’ve said it before, and we’ll say it again: loyal customers are the life force of any organization, no matter what products or services they may provide.  And the implementation of great customer care processes can yield palpable benefits to companies who are willing to put in a little effort.

All you have to do is:

  • Treat your customers with respect.
  • Listen to your customers’ wants and needs.
  • Take customer feedback seriously.
  • Do your best to create a great customer experience.

And what you’ll get in return is:

  • Increased customer loyalty.
  • Increased customer lifetime value.
  • Free word-of-mouth advocacy for your business.
  • A glowing reputation for stellar customer service.

The goal of customer service is to let your patrons know that they are valued members of your team. Without them, you wouldn’t be the successful business you are today, so offer them your sincere gratitude, and a continued standard of excellence for customer care.


Experience the platform as a Gladly support hero with a guided tour

Start tour

How to Care for Your Customers

In this section, you’ll find a detailed guide to customer care techniques and processes which will help you provide the very best customer service, no matter what mood your querent is in.

Customer Care Techniques for Happy Customers

What a joy these customers are. Any frustration you might have with a difficult consumer just melts away any time you get to talk to one of these delightful humans. But don’t take them for granted: happy customers deserve just as much time and attention as any other. You’ve got them now, and it’s in your company’s best interest to keep them around.

  1. Call them by their name. Keep it personal with loyal customers by using a conversational tone, and addressing them by their first name (if they’re okay with that, of course!)
  2. Take your customer care above and beyond. Happy customers know what to expect — you give them a great experience every time. Keep impressing your loyal patrons by going the extra mile in their favor, whenever possible.

Customer Care Techniques for Angry Customers

Believe it or not, these are some of the easiest customers to please, if you’re willing to help them out. Anger typically is a symptom of frustration, and with a little empathy and a lot of patience, you can ease your customer’s exasperation and give them a glowing opinion of your company’s excellent customer care.

  1. Exercise empathy. This is our favorite technique, and so easy to use. Imagine yourself in your angry customer’s shoes, and help them the way you yourself would want to be helped in a similar situation. Having your hard feelings understood is the first crucial step to resolution.
  2. Know when to refer. Sometimes a customer will present you with an issue that you can’t resolve on your own. And that’s okay — trying to solve a problem that you have little or no expertise on runs the risk of frustrating your patron even further. Politely let them know that you will be sending them to someone who can better help them. They will thank you for it.

Customer Care Techniques for Confused Customers

The customer isn’t always right. But that doesn’t mean you should leave them in the dark. Part of caring for confused customers is helping them to understand the aspects of your product or service which they are finding difficult to grasp.

  1. Use plain language, and meet the customer where they are. Make sure that you’re paying careful attention to the specific language being used by your customer, and do your best to correct any mistakes, and explain any concepts which might seem elusive. Always use plain language, and check your industry jargon at the door. This is the easiest way to educate your confused customer.
  2. Educate yourself. If you’re confused, your customer will only become more confused. You should know your product inside and out before you even attempt to explain it to your customer. The better you understand your product or service, the easier it will be to help your customer understand it for themself.

Customer Care Techniques for New Customers

These customers are the trickiest to please. They have high hopes for your products and services, but a neutral opinion. It can be easy enough to lose their attention and find them wandering off to give their business to one of your competitors. It’s the job of customer service representatives to win new customers over, and convert them into loyal patrons who will consult your business for years to come.

  1. Set a standard. Impress your new clients from the get-go by delivering excellent service, every time. Use positive language, genuine enthusiasm, and active and attentive listening to demonstrate your company’s high standards for customer care.
  2. There are no stupid questions. Something which is obvious to you, as a seasoned and knowledgeable customer service representative, might not be clear to a new customer. And having curious customers who want to know more about your product is a good thing! No matter how small the question, answer with enthusiasm.