Good customer service:

https://www.verint.com/blog/5-words-that-describe-the-best-customer-service/
1. Empathy/Understanding

Empathy was mentioned by the greatest percentage of respondents. In this context

these two words refer to the same thing – an expression of support related from the
agent to the customer, that goes beyond the words in the script or the service
provided. In other words, it means that your agents can put themselves in the shoes
of your customers and are able to understand your customer’s truth. Empathy can
lead to noticing things that are unsaid and dealing easily with conflict which are two
great assets when dealing with customer’s issues. Is empathy being emphasized
enough at your business?

2. Satisfaction

Satisfaction was the second most popular choice to describe great customer service.
That’s the ultimate goal, so it’s not surprising that many would choose satisfaction.
Different contact centers may try to achieve consistent customer satisfaction in
different ways, but it should be the inspiration for every change in personnel,
approach and technology.

3. Listen

Contact centers devote a great deal of time and energy to writing a script, but it’s
what happens when the agent isn’t speaking that is even more important. Customers
don’t want to be read the company policy; they want someone who hears their issue
and responds accordingly. Consequently, you can teach your agents to improve their
listening skills by asking questions, not interrupting customers and recapping the key
facts.

4. Patience

This was an interesting choice. Average handle time is an important call center
metric, but customers don’t care about that. Sometimes a few extra minutes are
necessary to work through a customer’s issue, and to make certain they are happy
with the result. It’s worth the extra time. So, make sure not to expedite the calls to hit
your contact center metrics goals. Customer satisfaction is more important and
should remain your priority #1.

5. Caring
Caring seems closely tied to the #1 result. But it goes one step further. It’s not just
that the agent is sorry the customer is having an issue and can identify with the
frustration it caused – it’s making sure the customer is happy with the resolution, and
then asking if there is anything else that the company can do at that time. It’s
expressing appreciation for the business, and not just because that line is in the
script.

t thấy cô bảo words phrases với càng nhiều càng tốt nên cứ liệt kê ra ấy uci

Attentive and responsive to customer needs

Friendly and approachable staff
Quick and efficient problem-solving
Courteous and respectful interactions
Personalized and customized assistance
Timely and effective communication
Knowledgeable and well-informed representatives
Empathetic and understanding of customer concerns
Going the extra mile to exceed customer expectations
Reliable and consistent service delivery

Bad customer service:

Their service is:
● terrible
● unprofessional
● slip-shod
● inadequate
● lack of empathy
● Poorly trained or uninformed representatives
● let customers wait for too long
● use negative language
● lack empathy
● answer indirectly (direct customers to websites, multiple agents and
touchpoints...)
● express rude behaviours and bad attitudes
● be reluctant to respond
● lack flexibility
● ignore customer’s feedback

=> definition of CS: Customer service is the provision of attentive, responsive,

and effective assistance to customers, with the aim of meeting their needs,
resolving issues, and ensuring a positive and satisfying overall experience.