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Content Leader

Important Characteristics of Great Customer Service

Everybody feelin' good on this lovely Friday? I know I am, and I'm excited for the weekend! Welcome back to the Business Discussion board, where we do just that and talk about all things small business. Today I wanted to share something that I feel is always relevant but may be even more important currently. What is the topic, you ask? Well, we're taking it back to basics and covering the characteristics of great customer service, as presented on Here's what was mentioned...
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What is it?
A good place to start is always a definition. According to the article, "Customer service is the assistance and advice an employee provides to customers. Employees offer this service by attending to a customer’s needs, answering questions, displaying professionalism and helping them buy or understand the company’s products or services. Good customer service leads to happy clients and customers, which positively affects a company’s growth."

Some benefits of good customer service include...
  • Customer satisfaction
  • Increased customer retention
  • Customer referrals
  • Positive reviews
  • Better work environment
  • Competitive advantage
So, how can you practice excellent customer service?
  • Empathy: or "the ability to understand an individual’s feelings and where they’re coming from." Customers typically come to you when they need a problem solved and showing empathy lets them know you, your employees, and your company really care.
  • Problem-solving skills: as previously mentioned, customers often times communicate problems they're facing to business owners and the challenge to solve them. With that being said, having problem-solving skills is necessary for providing the best customer service.
  • Communication skills: whether it be verbal or through a written message, business owners and their employees must be able to communicate effectively to assist their customers.
  • Patience: there may have been a time when you've dealt with a difficult customer. If you haven't yet, you most likely will have to in the future. Keep in mind, your patience can make or break a customer relationship or the potential to have one in the future.

These are just a few characteristics of excellent customer service. Check out the full article for even more pointers, and even questions about these traits to ask during a new hire interview. What do you focus on when it comes to serving your customers? We'd love to hear your experiences. Have a great weekend!
4 Comments 4
Level 10

Important Characteristics of Great Customer Service

Hahahahaha   It is HILARIOUS that anyone would post this type of thread.  You know, since Intuit/ QB SUCK at customer service.  

ANYONE that has had to deal with the b.s. that this company calls "customer service", knows what good customer service is, and it is NOT what this company is about.  I don't even believe they know what it means to have good customer service.  


@MorganB, maybe you could send this to ALL of the higher ups and decision makers at Intuit/ QB. Lol  

Content Leader

Important Characteristics of Great Customer Service

Hey there, Just_me.


It's never good to hear you've had a less than ideal encounter when assistance was needed. I certainly don't want to leave you feeling this way.


I'd be glad to help out here if you have any questions. Just let me know!

Level 2

Important Characteristics of Great Customer Service

Hello Morgan, 
I would love to get good customer service with QuickBooks support.

As a ProAdvisor I have wasted countless hours with Intuit's "Help" options trying to help my clients with various technical issues. 
The Chat feature is a enormous waste as the reps are apparently trained to try to up-sell everyone QBO subscriptions, regardless of their issue.  So the first 10 minutes of the chat is spent answering questions that have nothing to do with the "Question" we initially submit, but transparently have everything to do with marketing QBO to people who intentional chose the Desktop version. 
I am currently attempting to help a client that simply wanted to change the bank account associated with her Direct Deposit due to a fraud issue.
She is getting Error codes that send her to "no longer working" phone numbers and website addresses.

WHO is managing these issues??
Is anyone ever held accountable for these in-product failures?

Complete incompetence and this has been going on far too long


Important Characteristics of Great Customer Service

Thank you for reaching out to the Community, businessessentialsinc. I just want to ensure that your client is taking the correct steps to contact us. Here's how to connect with us:

  1. Sign in to your QuickBooks Online company.
  2. Go to Help ) and click Contact Us.
  3. Enter your concern, then select Let's talk.
  4. Choose a way to connect with us:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.


Depending on your client's payroll subscription, they may need to submit a QuickBooks Bank Change form. I encourage you to use this article, locate the subscription, and follow the instructions. Please let me know if you have any follow-up questions! My team and I will do our best to assist you. Take care!

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