Providing good customer service is one of the main objectives of any company that wants to survive today. The user is a part of the digital transformation and has very powerful tools such as social networks and opinion websites. All this, along with a highly competitive environment, has made all kinds of companies and organizations work harder to build effective customer service departments that can solve problems and make users feel at home.

However, it is not easy to achieve this. A customer service department has a complex dynamic that includes many aspects, such as organization, direct contact with the user, stress management, etc.

Customer Service; Discover these 6 key concepts for improvement

Do you want to understand it better? Let’s simplify it! In this article we are going to summarize the keys of customer service in a small list of basic concepts in order to make it easier for you. Let’s do this!


Do you have elephant ears? They’ll do you good! When it comes to customer service, listening is an essential part of it. However, not only is it a matter of lifting your ears like a gazelle, but it also involves carrying out the necessary activities to help solve a problem.

That’s why the concept of active listening is so important. Active listening means staying focused on what the customer wants to tell us, being empathetic with them, showing them that we pay attention to their problem, and processing the message effectively, so that their query is clear to us in order to provide an effective solution.


And how do you handle yourself with words? If listening is fundamental in the relationship with the client, communication with the client is equally so. When contacting a customer service department, the customer not only wants to tell a passive organization about the problem, but also expects a dialogue. A good communication with the user fulfills several objectives; on the one hand, it allows them to know that their problem matters to us and we are going to get down to work to solve it; on the other hand, it generates closeness and empathy; on the other hand, it allows them to clarify possible dark areas of the problem that could lead us to confusion. That’s why we talked about the importance of the active aspect of listening. It is not only a matter of hearing, but also of listening and communicating, in order to solve it (” which leads us to the next concept”)


That is the whole point. With a few exceptions, customers who contact a customer service department do so in order to solve a problem, rather than to tell someone about their life.

And problem solving involves several factors. It is already clear to us that we must listen and communicate to understand what we need. Once this is achieved, we will need good organisation to manage incidents properly.

Achieving good organization in customer service is not easy (especially when dealing with a large volume of contacts), but it can be achieved. A good structure, a very professional team and the use of technological tools will bring you closer to this goal. Keep reading and we’ll tell you more at the end of the article. We promise!

You must be very nice

It’s the other side of customer service, along with problem solving. Customer service is not just about cold, mechanical interaction with the user, but also about an emotional component that we must take care of.

Clients are people, they have a little heart, and they want you to treat them kindly. In order to please them, factors such as the politeness, kindness and professionalism of the members of your team will be crucial. Do you want to go a little deeper into the subject? In this blog we have already published some articles dealing with issues related to this topic, such as this one where we talked about emotional marketing or this one aimed at making customers feel better about us. Take a look at them and you’ll see…


Finally, we have the concept that summarizes one of the key objectives of customer service.

It’s nice to be loyal, don’t you think? Customer service is an obligation for companies (you can’t leave the customer unattended), but it can also play a positive role, such as ensuring that your users want to continue to count on you for many years.
Are you able to solve problems effectively, creating a good feeling and leaving them with a nice memory that makes them happier with your business? If so, you’ve achieved your goal: you’ve provided great customer service, improved customer loyalty and they may even have found a good reason to talk about your business to friends and family. What else could you ask for?

And this is it, we’ ve come to this point, with these 5 key concepts for customer service. But we had promised you something else, hadn’t we? You thought we’d forgotten? With these 5 concepts, we can find another one that is also fundamental: to organize.

As we mentioned before, organising customer service well is no easy task. Luckily, we live in the 21st century, which means that we have the Internet, mobile phones, sticks for selfies, and even some technological tools that can help you with the delicate task of customer service. One of them is Pandora ITSM.

Pandora ITSM is software that has, among other features, an issue management system (help desk software) based on tickets (ticketing), which is capable of assisting in customer service for companies and organizations.

Do you want to know what the Pandora ITSM helpdesk tool can do for you? Take a look right here:

Or you can also send us any queries you may have about Pandora ITSM. You can easily do this using the contact form, which is found at the following address:

The team at Pandora ITSM will be happy to help you!