9 Ways to Improve Your Customer Service

3. Define the user goals for various scenarios, Gliedman said. By knowing what customers are trying to accomplish, you can better serve them to reach those goals.

4. Ensure consistency across your business, particularly with live call-center agents, Muchow said. For example, if customers call one agent and get a certain response to a question, they should be able to call back and ask another agent the same question and get the same response. Unfortunately, this doesn’t happen often enough with many companies, he noted.