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Customer service tips for small businesses

Quality customer service is the essence of any successful business, but with customers expecting an ever-increasingly efficient, transparent and communicative service, it can be challenging to maintain.

No two customers are the same, therefore your customer service efforts will need to adapt constantly to suit the requirements and expectations of each individual customer. Whilst this thought may seem overwhelming, we have a number of tried and tested tips that ensure your customer service levels remain high. Take a look at some of our favourites below:

Communication is key

The key to any great relationship is great communication, and this is precisely why your business must consistently make sure that communication with your customers is at the forefront of all you do. This not only includes making it as easy as possible to get in touch with you by making your contact details obvious on both your website and email footers, but also in ensuring that emails are replied to swiftly, and calls are answered and actioned promptly. As social media becomes an increasingly used tool for customers to get in touch with companies for support purposes, you may even wish to have someone on hand to answer queries on these platforms too.

Acknowledge and resolve issues appropriately

Effective communication plays a pivotal role in issue resolution for clients. Whenever a customer contacts you with a query of this nature, it’s vital that it is acknowledged quickly, with reassurance that the issue will be looked into, and then passed onto an appropriate team member to resolve. Of course, remaining positive and friendly during conversations with the client is crucial, even if they do not always respond in kind.

Utilise live chat

Customer service not only applies to your current customers, but prospective customers too, so making it as easy as possible for them to get in touch and acknowledging their request will set a great standard for any ongoing business relationship. As a company that specialises in live chat, we’ve seen the power that this can have in not only making that all-important first impression, but to ultimately convert these warm leads into customers.

Provide effective guidance

Sometimes great customer service extends beyond the boundaries of your communication with the client themselves, but in providing expert guidance and accessible advice, you will provide even further value. This may be a ‘Frequently Asked Questions’ page so that they can identify answers to simple questions, downloadable guides on how your product or service works, or even industry news and blogs to keep clients informed.

Are you looking to improve customer service for your business? Whether you want to ensure all your calls are answered and recorded or you want to utilise the power of live chat, our expert team here at Moneypenny can help, contact us today on 0333 202 1005.

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