Gold Stars Customer Service Culture


Share on LinkedIn

Every time we receive great customer service or a positive customer experience, that individual or company should get a gold star.

Remember when you were in grade school? On those sunny afternoons that you wanted to go outside and play with your friends, but your parents forced you to stay in until you finished all of your homework. How did you feel when the teacher handed back your assignment with the gold star?

Customer Service Gold Star

Your hard work was worth it because you were recognized for the work you had done. Unfortunately, as we grow up, gold stars give way to red marks and “constructive criticism” which typically does little to build us up, but goes a long way to keeping us feeling under appreciated and unsuccessful at what we do.

Encourage Customer Service Reviews

Encourage customer service reviews. Too often we’re afraid of what reviews will have to say. We need to stop this. If we’re not getting it right with the customer, then those negative reviews will be the key to turning service around. If you’re doing pretty well, customers will let you know.

  • Give customers A REASON TO for them to feel good about your company.
  • Give customers AN EASY WAY to submit the reviews in public.

Gold Star = You Rule

Most people probably don’t get the appreciation they deserve.

Gretchen Rubin from The Happiness Project outlines her 7 Tips for Giving Gold Stars. These quick tips are super effective ways that we can build up our people and encourage them to continue delivering exceptional customer experiences each and every day.

Customer service is hard. You’re often facing the same type of customer questions and problems every day. You’re always feeling beaten down. What are you doing to build up your people to keep them engaged and delivering great customer service?

Once we receive positive reviews, what are we doing with it? Are we actively using customer feedback? Take the following tips to build a customer service culture with feedback:

  1. Be specific.
  2. Be sincere.
  3. Never praise and ask.
  4. Praise process, not just outcomes.
  5. Praise the less obvious.
  6. Praise people behind their backs.

Encourage more feedback from customers. Implementing changes based on customer feedback will keep the customer feedback channel flowing. Use customer feedback to praise your team members. Continued praise to team members based on customer feedback will keep your customer service people delivering an exceptional customer experience.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here