12 great customer service examples to implement today—and how to do it

Great customer service is the foundation of any thriving, successful business.

Whether a consumer is grabbing a quick bite at a drive-through fast food joint or shopping for new gear at a favorite sporting goods store, the quality of customer service can make or break the experience. In fact, 62% of consumers say businesses need to care more about them, and 60% say they would buy more if businesses treated them better!

Companies might differ in their missions and operations—product-based businesses might focus on innovation and quality, while service-based ones might prioritize efficiency and personalization. But when it comes to customer service, every company is guided by the same north star: deliver an exceptional customer experience.

What do great customer service examples look like?

Before diving into specific examples of good customer service, it’s important to understand that great customer service isn’t a one-size-fits-all process—it’s more like a recipe.

Just as different chefs might use varying amounts of the same ingredients to create their signature dishes, companies must focus on delivering customer service to best meet their customers’ needs.

Some businesses might emphasize post-purchase product troubleshooting, ensuring that customers receive swift and effective help when they encounter problems. Others may invest more heavily in developing comprehensive self-service options, empowering customers to find answers independently.

Here are some key ingredients that contribute to successful customer service examples:

• Responsiveness. Timely and efficient responses to customer inquiries can greatly boost satisfaction and build trust.

• Proactive support. Anticipating customer needs and addressing issues before they escalate shows that a company truly cares about customer satisfaction.

• Quick resolution. Customers don’t want to jump through hoops, issues need to be solved on the first go.

• Kind and professional communication. Agents who are consistently friendly and knowledgeable go a long way when speaking to consumers.

• Accessibility. Providing multiple channels for support, including phone, email, chat, and social media, makes it easy for customers to reach out whenever they need help.

• Knowledgeable staff. Employees who are well-trained and informed about products or services can provide better assistance and build customer confidence.

• Consistency. Delivering reliable and consistent service across all channels ensures customers always know what to expect.

• Feedback loops. Regularly collecting and acting on customer feedback allows companies to continually improve their service offerings.

With all of these core elements, companies can craft a customer service strategy that not only meets but exceeds customer expectations. Now, let’s look at 12 standout examples of good customer service that businesses can implement today.

Explore 12 examples of good customer service.

Whether a business is aiming to win over new customers or ensure that existing ones keep coming back, excellent customer service is the key to success. When done right, great customer service can turn a one-time buyer into a loyal advocate and transform a casual browser into a committed customer.

Chewy.

Going above and beyond is a surefire way to build strong, lasting relationships with customers, and Chewy is a shining example of this strategy in action. This online pet retailer has earned a reputation for its exceptional customer service, often delighting customers with unexpected surprises like handwritten notes, pet portraits, and thoughtful gifts. These small but meaningful gestures show a deep level of care and attention, resonating strongly with pet owners who value companies that treat their furry friends with as much love as they do.

For instance, Chewy’s thoughtful and empathetic approach shines through in a viral story from a customer grieving the loss of her dog. When the customer reached out to Chewy to return an unopened bag of dog food, Chewy provided a full refund and encouraged her to donate the food to a local shelter. The company even sent a bouquet of flowers, signed by the very employee who had helped her. This kind of deeply personal response shows how Chewy goes beyond transactional relationships and makes an emotional impact on its customers.

Chewy has firmly established itself as a customer-centric brand in a crowded marketplace by taking the initiative to exceed expectations and proactively reach out to customers. Their commitment to delivering an outstanding customer experience demonstrates how going the extra mile can cultivate loyalty and forge long-lasting connections.

Trader Joe’s.

One of the standout aspects of the popular grocery store chain Trader Joe’s is the genuinely positive attitude of its employees. It’s clear that the team members enjoy their work, and much of this stems from the company’s commitment to investing in their well-being. Trader Joe’s offers competitive wages and extends healthcare benefits to part-time employees, showing a strong dedication to employee satisfaction.

Trader Joe’s also empowers its customers by actively listening and making tangible changes based on their feedback. For instance, when customers raised concerns about excessive plastic packaging, the company responded by reducing its plastic use and eliminating single-use plastic bags. Additionally, store hours and product selections are often adjusted based on customer suggestions, which can be submitted online or in person.

This openness to feedback—and willingness to let customers try any item in the store—underscores Trader Joe’s commitment to valuing and understanding its customers.

Patagonia.

Patagonia designs outdoor clothing and gear for climbing, surfing, skiing, snowboarding, fly fishing, and trail running.

Patagonia’s previous contact  center solution had many challenges, including frequent outages. When an outage occurred, employees had difficulty getting prompt, accurate responses from their previous call center. Patagonia also had no way to notify employees that the system was down or estimate a resolution time. It was impossible to rely on the solution, which caused frustration for both employees and customers.

Patagonia implemented Talkdesk CX Cloud while migrating to Salesforce to improve reliability and create consistency across systems. At the same time, the company developed a robust training plan and created content based on Talkdesk resources. They updated some items to fit their specific needs, taking the time to make things “overly clear” for their 300+ CX team members.

By helping Patagonia upscale its contact center, Talkdesk also helps its customers develop a closer connection to the brand, supporting its powerful mission through an ecosystem of activism, support, and communication.

Check out the full Patagonia case study. 

Zappos.

Zappos has built a reputation for its extreme dedication to customer service. The online retailer goes above and beyond by offering perks that many companies would find too risky, such as free shipping on all returns, regardless of how many transactions it takes, and a 365-day return policy for unsatisfied customers.

While this philosophy may come at a cost, Zappos’ founder, Tony Hsieh, believed that by investing in exceptional customer service rather than traditional advertising, the company would reap long-term benefits through customer loyalty and positive word-of-mouth. And it worked—brilliantly.

Zappos keeps its customer service team in-house, ensuring the company’s unique culture and personality are reflected in every interaction. Their team even responds to every customer email with humor and engagement, including those addressed to the CEO.

Employees are willing to spend as much time as needed on the phone with customers—once even setting a record with a call that lasted 10 hours and 29 minutes. This relentless focus on the customer has helped Zappos become a leader in online retail.

Ritz-Carlton Hotels.

Delivering exceptional customer service often hinges on personalization, and Ritz-Carlton has perfected this approach through its innovative Mystique database. This system stores detailed information about each guest’s preferences, such as their favorite snacks, room temperature, and even pillow type.

The Ritz-Carlton’s dedication to exceeding customer expectations extends beyond personalization. Each employee is empowered to spend a dedicated amount to resolve any guest issue on the spot—no questions asked.

A well-known example involves a guest, John DiJulius, who left his phone charger at the Ritz-Carlton Sarasota. The next day, he received not only his charger in the mail but also an extra one, along with a personalized note anticipating his needs.

This level of attentiveness and proactive service reinforces why Ritz-Carlton is synonymous with luxury and customer loyalty, setting the standard for hospitality worldwide.

ServiceTitan.

ServiceTitan is a cloud-based software platform built to power the trades by giving contractors an end-to-end SaaS solution to manage every aspect of their business, unlock the power of their own data, and equip them with the advanced technology they need to keep the world running.

ServiceTitan initially adopted Talkdesk because it needed a call center solution with a more robust feature set. The company wanted a more sophisticated and dynamic call routing system, with call recording features, machine learning tools to review those recordings, and workforce management to schedule support staff.

Talkdesk CX Cloud, integrated with Salesforce, allows ServiceTitan agents to identify who the customer is and why they likely need help. Now, ServiceTitan can route a customer to an agent quickly, without burying them in menu options. More seasoned agents now receive the more complex calls, and it all happens seamlessly behind the scenes.

Since implementing Talkdesk, ServiceTitan’s first call resolution (FCR) stats are above the industry standard range of 70–79%. They’ve also reduced the average time to answer by seven minutes, and their average handle time is also down by a minute.

Check out the ServiceTitan case study here.

Amazon.

Amazon is a prime example of how excellent customer service can align with a company’s broader business strategy. At its core, Amazon’s strategy focuses on building volume and ensuring that customers keep returning, and its customer service operations mirror this approach.

With millions of inquiries to manage, Amazon’s customer service team is dedicated to resolving issues quickly and efficiently, often with minimal back-and-forth. The goal is simple: keep customers satisfied and loyal, even if it means incurring higher costs in the short term.

Amazon’s customer-friendly policies, such as hassle-free returns, free shipping on orders above a certain amount, and price guarantees, are all designed to build long-term relationships with customers.

While not every business has Amazon’s scale, the lesson is clear: customer service should directly support the company’s overarching goals. Setting key performance indicators (KPIs) that tie into broader objectives like customer retention and repeat purchases can help businesses create a service strategy that drives growth, just as Amazon has done.

Ace Hardware.

Meeting or exceeding customer expectations means connecting with customers through their preferred channels. Ace Hardware exemplifies this in its omnichannel approach, allowing customers to engage both online and in-store.

Whether customers are browsing the website, attending virtual events, or visiting a physical location, Ace ensures a seamless experience by integrating their digital and physical spaces. The company’s flexible shopping and delivery options make it easy for customers to research products online and choose whether to purchase in-store, through a mobile app, or via home delivery—all while receiving personalized service at every step.

Ace Hardware’s commitment to exceptional customer service is evident in its recognition as the top brand in the home improvement category on the 2024 Forbes Best Customer Service List. This achievement highlights the company’s dedication to helping customers, as seen in its “Service So Good It’s Guaranteed” initiative, reinforcing its customer-first philosophy.

Farfetch.

Farfetch is a global luxury fashion platform that connects creators, curators, and consumers. Through its marketplace, Farfetch links customers in over 190 countries with over 1,400 of the world’s top brands, boutiques, and department stores, offering unparalleled access to luxury fashion. Farfetch faced many challenges highlighting their need for scalable solutions. Service and quality issues with their contact center sometimes experiencing audio delays, an unpleasant experience for customers and agents alike.

To support its rapid growth, Farfetch implemented Talkdesk CX Cloud and Talkdesk Copilot to simplify operations, enhance scalability, and integrate AI and automation seamlessly. These tools have been instrumental in empowering new agents, keeping them engaged, and boosting the agility and productivity of seasoned team members.

Even with a 30% increase in workload, Farfetch managed to raise its payroll by 12%, thanks to the enhanced efficiency provided by the Talkdesk solutions. By enabling agents to work faster and more effectively, Farfetch achieved a remarkable 40% in cost efficiencies between 2018 and 2020, with half of those savings directly attributed to the Talkdesk technology.

Check out the Farfetch case study here.

UPS.

Despite being a global company with a massive presence, UPS has managed to retain a welcoming, local vibe through its franchise model. Staff are encouraged to build personal relationships with customers, often greeting them by name and delivering top-notch service with a personal touch that makes every visit feel like a small-town experience. Their approachable, friendly nature and willingness to go above and beyond create a standout experience for customers.

Apple.

When discussing Apple’s success, much of the credit often goes to its groundbreaking products like the iPod, iPhone, and iPad which have revolutionized markets and attracted millions of users. However, behind Apple’s meteoric rise is a customer service philosophy that aims to transform one-time buyers into loyal brand advocates. Apple’s commitment to delivering exceptional customer service is a key part of its strategy, creating a consistent and memorable experience for every customer.

Apple’s dedication to customer service is evident in its rigorous training programs. Apple understands that the key to delivering exceptional service lies in properly training employees, focusing not just on technical skills but also on people skills.

Beyond in-store service, Apple’s robust support system offers multiple self-service options. Their support page features an integrated search tool and personalized options based on the customer’s query. Additional resources, such as links to Apple’s support community, educational videos on their YouTube channel, and helpful tips via their Twitter handle, make it easy for customers to find answers on their own.

Justworks.

Founded in 2012, Justworks is a fast-growing HR technology company that provides entrepreneurs and small businesses with the same great Human Resources and payroll tools that large enterprises enjoy–all in one simple interface. The Justworks customer success team had been fighting with a clunky, old-school contact center platform and poor quality for far too long. They knew they needed an effortless, scalable solution that didn’t get in the way of providing a great customer experience.

Justworks chose Talkdesk for its simple, adaptable platform and deep integration with Zendesk. Specifically, their team liked that Talkdesk offers an intuitive interface, integration with their CRM, and a modern cloud architecture that allows employees to work remotely.

By implementing Talkdesk, they unchained themselves from desktop phones, saving thousands of dollars in equipment costs and enabling employees to work remotely. Thanks to the Talkdesk intelligent routing capabilities, they’ve also seen an increase in answered calls and FCR.

Check out the full Justworks case study. 

Elevate customer service with Talkdesk.

High-quality customer service is the backbone of any successful business. It’s what transforms one-time buyers into lifelong customers and fosters lasting loyalty.

With the right tools and support, companies can deliver exceptional service that exceeds customer expectations. Talkdesk cloud contact center solutions are designed to help businesses streamline operations, empower agents, and enhance customer interactions across every channel.

Ready to join the list of stellar customer service examples? Submit a demo request to discover how Talkdesk can help you achieve your goals.