3 customer service hacks you can implement today.

Great customer service creates repeat customers and spreads positive word of mouth, two invaluable revenue channels for small businesses. A study by the Harvard Business Review shows that increasing customer retention by 5% can increase profits by anywhere from 25% to 95%, while a study conducted by Ogilvy, Google, and TNS indicates that 74% of consumers identify word of mouth as a key consideration.

The numbers are in and they all say the same thing—customer service is as important as ever.

There’s no shortcut to making stellar customer service the focal point of your business. But we’re happy to share a few concrete techniques you can use to improve your customer service experience right out the gate.

1. Start with a Smile

Any receptionist at Ruby can tell you that smiling is important, even over the phone! A smile infuses your voice with warmth that your customer will immediately respond to. Studies have shown that smiling can create a more positive mood from within—improving your own day and spreading the joy. So, start your customer service off with a smile to set your business up for success.

2. Say Their Name

Be personal. Be relatable. Connect with your customer by using their name! You might recognize this tip from the charisma handbook, How to Win Friends and Influence People, and it’s just as applicable in customer service as it is at a dinner party.

Be sure to ask for the customer’s name at the beginning of your interaction. Then, integrate that name into your dialogue with phrases like “Of course, Barbara,” “Is there anything else I can do for you, Andrew?”, and “I’d be happy to help you with that, Susan.” You’ll instantly create a more natural conversational rapport.

3. Empathize

Show that you care by empathizing with your customer’s concerns and communicating that empathy verbally. Be sure to use phrases like “I understand that…” to repeat your customer’s concerns in your own words.

In The 7 Habits of Highly Effective People, Stephen Covey identifies rephrasing as one of the key components of empathetic listening. Rephrasing your customer’s comments demonstrates that you are listening closely and that you’re addressing their unique needs. Practice empathetic listening to turn natural rapport into personal connections. It’s a key element of emotional intelligence.

By paying attention, and showing your customers that you care with a few small tricks, you can make any conversation into a great one!

Meet Ruby

Additional reads you may find interesting...

View All
Person talks on phone in snowy outdoor environment
Small Business Tips

How to manage difficult customer conversations this holiday season: 3 examples + tips

2021 Legal Trends Report: gavel with scale of justice on desk
Legal Practice Tips

Clio 2021 Legal Trends Report: in summary

Content marketing and social media tips: side view of photo editor working in a creative office
Small Business Tips

Content marketing & social media: 4 easy tips for getting started

A single pine tree on a rocky summit
Small Business Tips

Meeting customer expectations during a holiday season like no other

Person at desk in front of computer waiting on phone
Receptionist Tips

Have trouble handling the emotional weight of phone calls? You’re not alone.

Choosing a business number: overhead view of faded yellow vintage telephone with notebook and numbers on monochrome background
Small Business Tips

What your phone number says about your business

How to find and analyze your website traffic: two people look at a computer in a bright office space
Small Business Tips

How to find and analyze your website traffic

Using virtual receptionists for part-time answering - Ruby

Using virtual receptionists for part-time answering

What is a conversation worth: illustration of a confused person with complicated calculations hovering above their head
Small Business Tips

What is a conversation really worth? We calculated the exact dollar amount.

Top 3 legal marketing strategies for 2022: man looks at laptop
Legal Practice Tips

Top 3 legal marketing strategies for 2022

24/7 live chat: a Ruby chat specialist and a potential new client use computers in split screen with a live chat window between them
About Ruby

How Ruby’s 24/7 live chat solution grows your business and saves you time

Why empathy matters for your business: person listening to another person in cafe with laptop, papers, and coffee
Small Business Tips

Why empathy matters for your business

SEO and branding: star-crossed lovers—an illustration of two people with crowns surrounded by flowers
Small Business Tips

SEO and branding: star-crossed lovers

Title card: Authentic small business marketing with Jamie Adams of Scorpion

Ruby partner feature: Authentic small business marketing with Scorpion

Using chat as a sales tool: hands using laptop
Small Business Tips

4 ways to leverage live chat as a sales tool

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the canceled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner. Some restrictions may apply.