# The Secret to Amazing Customer Service

Source URL: https://www.gavinscott.me/blog/secret-amazing-customer-service-gavin-scott-vhf3e/

Have you ever noticed that two people can deliver exactly the same answer, yet leave customers feeling completely different?

All newsletter editions & articles
The Gold Dust Standard ·
21 July 2026
The Secret to Amazing Customer Service
Originally published in
The Gold Dust Standard on LinkedIn
.
Have you ever noticed that two people can deliver exactly the same answer, yet leave customers feeling completely different?
One interaction ends with a frustrated customer.
The other creates trust, confidence and loyalty.
The difference often isn't
what
was said.
It's
how
it was said.
As Customer Service and Customer Experience leaders, we spend a great deal of time improving processes, implementing new technology and measuring performance. Yet one of the
most
powerful tools we have costs nothing at all:
The language we choose
A simple shift from "We can't do that" to "Here's what we can do" immediately changes the tone of the conversation. Customers feel listened to rather than blocked. Teams feel empowered rather than restricted.
Positive language isn't about making promises you can't keep.
It's about focusing on solutions instead of limitations.
When your people consistently communicate with confidence, empathy and optimism, customers notice. Over time, those conversations build trust, strengthen loyalty and create experiences people remember for the right reasons.
I'd love to hear your thoughts.
What's one phrase you've encouraged your team to use that has made a real difference to the customer experience?
Share it in the comments, I read every one.
🎙️ If you'd like to explore more practical ideas like this, you can listen to the latest episode of the
Customer Service Gold Dust Podcast
here:
Apple:
https://podcasts.apple.com/ng/podcast/customer-service-gold-dust-podcast/id1553942522
Spotify:
https://open.spotify.com/episode/11apvYliKH7KASUEmdZ1wx
I'm also looking for more inspiring Customer Service and Customer Experience leaders to feature on the podcast.
If you're a
Head of Customer Service
,
Head of Customer Experience
, or lead a customer-focused team and would like to share your experiences with our growing community, I'd love to hear from you.
Apply to be a guest here:
Book a call
Gavin
First published in The Gold Dust Standard.
Read or join the conversation on LinkedIn
.
Keep reading.
Putting People First In Customer Experience
What if the biggest improvement to your customer experience wasn't another new system?
Read more
Your Voice, Their Experience: Using Tone to Delight Customers
Have you ever listened back to one of your customer calls?
Read more
Put these ideas to work with your team.
Explore
customer service workshops
for practical team learning, or
consulting
to work through your wider customer experience.
Let’s talk about your customer experience.
Tell Gavin about your team, your event or the challenge you’re working on.
Contact Gavin
Book a discovery call

## Links

- [All newsletter editions & articles](https://www.gavinscott.me/blog/)
- [The Gold Dust Standard on LinkedIn](https://www.linkedin.com/pulse/secret-amazing-customer-service-gavin-scott-vhf3e)
- [https://podcasts.apple.com/ng/podcast/customer-service-gold-dust-podcast/id1553942522](https://podcasts.apple.com/ng/podcast/customer-service-gold-dust-podcast/id1553942522)
- [https://open.spotify.com/episode/11apvYliKH7KASUEmdZ1wx](https://open.spotify.com/episode/11apvYliKH7KASUEmdZ1wx)
- [Book a call](https://calendly.com/gavinscott/customer-service-gold-dust-podcast)
- [Read or join the conversation on LinkedIn](https://www.linkedin.com/pulse/secret-amazing-customer-service-gavin-scott-vhf3e)
- [Putting People First In Customer Experience](https://www.gavinscott.me/blog/putting-people-first-customer-experience-gavin-scott-i1t6e/)
- [Read more](https://www.gavinscott.me/blog/putting-people-first-customer-experience-gavin-scott-i1t6e/)
- [Your Voice, Their Experience: Using Tone to Delight Customers](https://www.gavinscott.me/blog/your-voice-experience-using-tone-delight-customers-gavin-scott-lndee/)
- [Read more](https://www.gavinscott.me/blog/your-voice-experience-using-tone-delight-customers-gavin-scott-lndee/)
- [customer service workshops](https://www.gavinscott.me/workshops/)
- [consulting](https://www.gavinscott.me/consulting/)
- [Contact Gavin](https://www.gavinscott.me/contact/)
- [Book a discovery call](https://calendly.com/gavinscott/30min)