Excellent customer service is critical to the long-term success of any business. Companies boost their reputation and brand image and build loyalty by treating customers right. When people have pleasant, positive reactions while navigating returns or troubleshooting other issues, they’ll want to return to your store or services again and again. That gives companies with stellar customer service a serious competitive advantage.
Exceptional customer service that resolves complaints promptly and respectfully also increases the likelihood that shoppers or clients will recommend a business to their friends, family, and colleagues. Some places simply do it better than others. Take a page out of these companies’ books to learn more about how to implement the best customer service practices.
REI
Recreational Equipment, Inc. (REI) was founded in a Seattle garage way back in 1938. With nearly 90 years of practice honing its customer service chops, REI is now one of the largest outdoor retailers in the U.S. It operates as a co-op for its members, meaning that participating individuals enjoy gear trade-in buy-and-sell perks and 10 percent back annually on eligible purchases. That’s literally money in members’ pockets.
The company also has an impressively generous return policy for both co-op members and non-members. There are a few exceptions, but generally customers can return gear they don’t like (even if it’s been used) within 90 to 365 days, depending on membership status.
Furthermore, REI’s fantastic stores allow you to test ride bikes, take climbing shoes for a spin, and even experience what a new kayak feels like. They also staff a host of knowledgeable, passionate employees who will be thrilled to help you find just the right snowboard, yoga mat, and more. Shopping there is fun, returns are a breeze, and even their website is easy to use. REI makes it exciting to get outside.
Costco
Not only can you get almost anything you could dream of at Costco, but Forbes also gave it the top spot in online customer satisfaction in 2019. And for good reason.
Costco’s business model is admirable, too. To move up through the company, all employees must first work on the warehouse floor, whether it be serving up samples, stocking shelves, working customer service, or helping at checkout. This company culture translates into an employee force that respects hard work and helps the customer above all else.
Costco recently started offering same-day grocery delivery, allowing members to receive goods at bulk prices without even stepping into the store. It also has a famously good return policy—the stores will take most anything back, even if it was purchased years ago.
Additionally, you’re never locked into a membership. Unhappy customers or shoppers who simply don’t use their services enough can cancel and receive a refund on membership dues any time they like. No wonder there are more than 800 Costco warehouses all over the globe.
LeoVegas Casino
LeoVegas has dubbed itself the “King of Mobile Casino”—a title the company has certainly earned. Founded in 2012, it’s been an industry leader in online gaming ever since. It offers all the gambling opportunities you want, from live dealer roulette to blackjack, baccarat, poker, and game shows. They also have sports betting on basketball, tennis, esports, hockey, volleyball, and more.
When it comes to killing the customer service game, LeoVegas is well known for its responsive live chat, email, and phone support systems. If you ever need to reach out to the company, you can be confident you’ll get through without a hitch. Its website also has an extensive help center to answer frequently asked customer questions. LeoVegas was awarded Online Gaming Operating of the Year at the International Gaming Awards in 2022 as well as a smattering of other accolades in years past.
Amazon
There’s a reason just about everyone shops on Amazon. It’s the world’s largest online retailer, and as such, it places a strong emphasis on exceptional customer service. Perhaps the most popular customer service perk Amazon offers is Prime. Prime members receive fast and reliable shipping, sometimes even on the very same day they place the order. On the off chance a package isn’t delivered or the wrong item shows up, Amazon’s return policy is customer-friendly and provides prepaid return labels for most products.
And, if you can’t make it to the post office, Amazon offers drop-off and pick-up shipping lockers in convenient locations throughout most cities. And with customer support available 24/7, it’s a breeze to reach service representatives over the phone, via email, or using live chat. A comprehensive help section on their website also adds to a fantastic customer service experience.
Yet another advantage to shopping online with Amazon is the ability to read extensive reviews on products before you buy them. In fact, the company encourages customers to leave ratings and feedback because it provides valuable insight for sellers and Amazon at large.
Southwest Airlines
Everyone has had a headache when it comes to dealing with an airline. From the pain of a delayed flight to the nightmare of missing a layover, air travel can be tough. That’s why excellent customer service goes far and beyond in establishing loyalty and customer retention for airlines.
Southwest consistently ranks as a top choice for Americans when it comes to superb service. For starters, Southwest never charges fees to change a flight, which is essentially unheard of in the industry. They understand plans change and work hard to accommodate you throughout the stress of travel. Passengers can also re-book a flight if the price drops after purchase and receive a credit for the difference.
Travelers also enjoy a “two bags fly free” perk. That’s right—Southwest lets customers check not one but two bags free of charge. No more lugging a huge suitcase through the concourse and hoping it will fit in the overhead bin. The airline also has a strong track record of efficient bag handling and timeliness. Perhaps best of all, Southwest is well-known for affordable ticket prices and is a popular low-cost carrier in the States.
