Most customers know some problems take time to solve, they aren't expecting miracles.
What they don't want is to feel like nothing is happening.
Too often, customers are met with scripted responses, passed from one adviser to another, or left wondering who's actually taking ownership.
That's not customer service.
That's simply creating more effort for the customer.
One thing that stood out from my recent conversation on the Customer Service Gold Dust Podcast was this:
Great customer service isn't about always having the answer. It's about giving customers confidence that they're in safe hands.
There's a huge difference between saying:
"I don't know."
And saying:
"I don't know, but I'll find out and keep you updated."
The outcome may be exactly the same.
The customer's experience won't be.
Customers value honesty.
They appreciate ownership.
And they remember the people who make them feel supported while a solution is being found.
As leaders, that's the culture we should be building.
Not teams that know everything.
But teams that stay curious, communicate clearly and never leave customers feeling forgotten.
I'd love to hear your thoughts.
What's one behaviour you believe creates confidence for customers, even when an immediate resolution isn't possible?
Share your experience in the comments. I read every one.
🎙️ If you'd like to hear the full conversation and discover more practical ideas for creating confident, customer-focused teams, you can listen to the latest episode of the Customer Service Gold Dust Podcast (opens in a new tab) here:
Podcast Link (opens in a new tab)
As part of my mission to showcase outstanding leadership across Customer Service and Customer Experience, I'm always looking for Heads of Customer Service and Customer Experience to join me as guests on the podcast.
If you're leading a team, improving customer outcomes or have practical lessons that could help other leaders, I'd love to hear your story.
Apply to be a guest here (opens in a new tab)
Looking forward to reading your thoughts.
Gavin